DESCRIPTION

At eero we pride ourselves in providing every customer a world class experience. Our mission is to make technology in homes and businesses just work – through fast, reliable, secure connectivity. Fixing connectivity in the home is, however, just the start. We’re working on the building blocks of the small business solutions and smart homes by designing our own hardware, enabling it with powerful software, and tying it all together to the cloud. We are seeking a Quality Program Manager to oversee all things quality for eero’s customer support division. The ideal candidate should be an experienced Program Manager with a background in driving quality and performance initiatives. They should have a contact center background with the ability to communicate strategic plans and initiatives from Agent to Executive levels.

Key job responsibilities
As the Quality Program Manager you will:
– Serve as the expert on quality standards
– Design methods to evaluate and measure performance
– Work in partnership with Vendor and Internal Managers to monitor trends in quality and implement strategies to maintain and improve performance
– Work in partnership with learning and development teams to recommend new and update existing training materials
– Act as the lead facilitator for calibrations, ensuring all reviews are consistent with defined scoring methods
– Manage and develop a high performing team of Quality Auditors that meets agreed objectives and enables continuous improvements.
– Identify customer pain points through customer satisfaction surveys, QA audits, social feedback and performance trends and work cross-functionally with vendor partners and internal teams to drive improvements to process and customer experience.

A day in the life
Daily, you will be responsible for the quality and inspection of interactions our agents, both internal and vendor, have with our customers. You’ll obsess over the customer experience, review customer feedback, observe interactions in real time and then make recommendations to improve on that experience. Daily, you’ll work with strategic partners to drive initiatives and provide feedback to senior leaders on the overall health of our quality program. Analyzing trends and addressing opportunities in real time. You will build the policies, procedures, and best practices that will ensure eero is meeting our commitment to world class customer support across the globe.

BASIC QUALIFICATIONS

– 5+ years of program or project management experience
– Experience using data and metrics to determine and drive improvements
– Experience owning program strategy, end to end delivery, and communicating results to senior leadership
– Tenacity to develop ideas independently and thrive in a fast-paced start-up environment is essential for success.

PREFERRED QUALIFICATIONS

– Proven track record of taking ownership and delivering results
– Strong ability to prioritize and experience with meeting multiple deadlines
– Excellent communication skills (both verbal and written), with vendor, client, or customer-facing experience
– Experience with process improvement and automation (e.g., LEAN Six Sigma, Process Management)
– +4 years of owning Quality programs across multiple geos
– Experience designing a strategic quality roadmap

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $104,100/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

USA, WA, Seattle