Manager, SLS Performance Ops Quality & Training, Global SLS

Key job responsibilities

• Lead, coach, and develop a team of quality specialists and program managers, fostering a culture of ownership, continuous improvement, and operational excellence
• Own the end-to-end quality assurance program for Specialist event and case work, ensuring accuracy, consistency, and adherence to standards
• Design and continuously improve QR frameworks, calibration processes, and audit methodologies
• Lead QR calibration sessions with Ops Leaders and LMAQ partners to align on quality expectations and scoring consistency
• Analyze quality trends, identify root causes of defects, and develop corrective action plans
• Establish and track quality KPIs, providing regular reporting and insights to leadership
• Lead the scaling of Scorecard information and best practices across the DSP Organization, Business Coach, and Ops Partners teams, ensuring changes are clearly communicated so partner teams can update their materials accordingly
• Drive improvements to external-facing resources such as Metric Guides, DSP Companion tools, and other DSP reference materials
• Scale the Perf Ops Quality Program globally in support of the Global Scorecard Product launch and rollout
• Identify and drive opportunities to optimize Ops functions through ML and AI automation, partnering with technology teams to evaluate, pilot, and scale AI-driven solutions

Basic Qualifications

• Bachelor's degree
• 5+ years of team management experience
• 5+ years of program or project management experience
• Experience defining program requirements and using data and metrics to determine improvements
• 5+ years of cross functional project delivery experience
• 5+ years of working cross functionally with tech and non-tech teams experience

Preferred Qualifications

• Experience managing, analyzing and communicating results to senior leadership
• Experience owning program strategy and end to end delivery