Program Manager, Quality and Training Effectiveness
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This role may also be located in our Playa Vista, CA campus.
Applicants in the County of Los Angeles: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
Note: By applying to this position you will have an opportunity to share your preferred working location from the following: Atlanta, GA, USA; New York, NY, USA; Los Angeles, CA, USA; San Bruno, CA, USA.Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 7 years of experience analyzing data and generating business insights.
- 7 years of experience developing operational process solutions, and working with cross-functional teams to drive these changes.
- 7 years of experience in operations management, program/project management, vendor management, or management consulting.
Preferred qualifications:
- 7 years of Program Management experience, with a focus on technical implementations, operations strategy, or process improvement.
- Experience working with cross-functional technical teams (Engineering, Product, Data Science) to launch internal tools or automation features
- Experience applying AI/ML concepts or identifying opportunities for automation agents to solve business problems.
- Experience with SQL or data visualization tools to automate tasks or analyze data.
- Experience designing and executing multi-year operational roadmaps and strategies.
- Excellent communication skills, with the ability to translate technical complexities into clear business impacts.
About the job
The Quality & Training Effectiveness (QTE) team is a specialized unit within Agent Enablement and Global Vendor Operations dedicated to driving scalable, standardized, and sustainable operational outcomes. We function as a partner, bridging the gaps between siloed operations to reduce complexity and build a more resilient infrastructure that can adapt to future changes. By combining functional experience with technical depth, we focus on initiatives that amplify value across our global partner teams in Trust and Safety, Vendor Operations, and machine learning (ML) Ops. We operate on an engagement model designed to deliver consistent, high-quality results for time-bound programs rather than business-as-usual maintenance. Our mandate is to lead net new infrastructural changes and cross-domain collaborations that require extensive partnership with Engineering, Data Science, and vertical experts.
In this role, you will drive the design and execution of solutions that integrate specialized tools and processes, ensuring that our operations remain efficient and effective in a dynamic environment. The Quality and Training Effectiveness Team is evolving to meet the specialized needs of our business. You will have a strong operational background and technical aptitude to oversee the development and adoption of internal tools and automated features. You will bridge the gap between operational needs and technical execution, working side-by-side with internal technical teams to ship solutions that support our global operations. You will be responsible for defining operational requirements and partnering with engineering to design solutions that resolve issues, balancing innovation with practical implementation based on experience.
Responsibilities
- Deliver cross-functional programs on time and to spec, specifically focusing on the integration of operations tooling and process automation.
- Oversee program execution by partnering with internal technical teams to ensure operational requirements are accurately translated into technical specifications and prioritized features.
- Identify opportunities to automate operational tasks and define the technical approach. Evaluate the trade-offs between different technologies.
- Identify opportunities and build relevant business cases to solve problems in a fast-moving, ambiguous space. Take ownership of mapping out solutions and driving them from concept to execution.
- Establish and scale human-in-the-loop processes that integrate new tools with existing workflows. Use data to track the performance of automated solutions and measure their impact on operational efficiency.
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