Senior Program Manager (Quality Assurance)

TL;DR

Senior Program Manager (Quality Assurance): Establishing and overseeing a quality assurance playbook and scalable systems for the Fusion Center organization with an accent on customer experience and performance measurement. Focus on designing quality frameworks, leading calibration sessions, and identifying strategic insights to improve operational efficiency.

Location: Hybrid in Scottsdale, AZ

Salary: $126,000 - $172,000 a year

Company

Zoox is developing an autonomous ride-hailing service to transform urban transportation.

What you will do

• Establish and implement a quality playbook to drive broad adoption of the support framework.
• Set and monitor KPIs for quality assurance teams to measure progress.
• Lead calibration sessions with cross-functional teams to ensure consistency in quality standards.
• Prepare monthly executive reports on interaction quality and propose strategic improvements.
• Collaborate with leadership to align training and documentation with customer trends and product enhancements.
• Advocate for customers by recommending automation to reduce ticketing volume and increase satisfaction.

Requirements

• 8+ years of experience leading customer-facing teams in startups or rapid-growth companies.
• Experience developing QA programs, end-to-end training, and quality systems.
• Bachelor's degree in business management, computer science, engineering, or a related field.
• Proficiency in data analysis using Excel or Google Sheets.
• Experience with modern support tools like Salesforce and Google Workspace.
• Must be based in or able to work in Scottsdale, AZ

Nice to have

• Master's degree in Business Administration, Engineering, or Computer Science.
• Experience in autonomous vehicles, ride-hail, or mobility industries.
• Background in systems engineering or software development.
• PMP, PgMP, or Lean/Six Sigma certifications.

Culture & Benefits

• Comprehensive benefits including health, long-term, and short-term disability insurance.
• Paid time off (vacation, sick leave, bereavement) and unpaid time off.
• Competitive equity package including Amazon RSUs and Zoox Stock Appreciation Rights.
• Potential for sign-on bonuses.