Program Manager, Quality & CSAT — Vendor Operations

The Monetization Product Operations (MPO) is responsible for Customer Support and Tools & Workflows within Product Strategy & Operations team. Its mission is to provide Best in class advertising experience by ensuring excellence in customer service and streamlining process & tools to ensure smooth operations. The team collaborates with Sales to provide post-sales support and works closely with product team on product improvement through feature requests and management of bugs.

Responsibilities Quality Assurance Program Ownership - Design, implement, and continuously refine the QA framework (scorecards, sampling methodology, calibration cadence, audit workflows) across all vendor sites - Run weekly/monthly calibration sessions with vendor QA teams to ensure scoring consistency and alignment on quality standards - Monitor QA scores, internal audit vs. vendor self-audit variance, and critical error rates; escalate systemic deviations to vendor leadership - Conduct root cause analysis (RCA) on quality failures and drive corrective action plans (CAPs) with vendor partners through to closure

CSAT & Customer Experience - Own end-to-end CSAT performance across vendor sites, including target setting, trend monitoring, and driver analysis (DSAT deep dives by category, language, site, and agent cohort) - Translate CSAT/DSAT insights into actionable improvement programs — coaching frameworks, process fixes, knowledge base gaps, and policy clarifications - Partner with Training and SME teams to close knowledge and skill gaps identified through quality and CSAT data

Vendor Performance Management - Serve as the primary quality interface with vendor site leadership; run regular business reviews (WBR/MBR/QBR) covering QA, CSAT, and improvement plan progress - Identify performance gaps between sites and vendors, benchmark best practices, and drive standardization across the network - Support vendor governance mechanisms including performance scorecards, penalty/incentive frameworks tied to quality KPIs, and new site ramp quality gates - Support quality readiness during vendor site launches, transitions, and sunsets (baseline audits, ramp certification, knowledge transfer validation)

Analytics & Reporting - Build and maintain QA/CSAT dashboards and reporting for leadership visibility; own the narrative on quality trends, risks, and wins - Correlate quality data with other operational metrics (AHT, recategorization, reopen rates, escalations) to surface systemic issues - Define and track leading indicators to move quality management from reactive to predictive