Project Manager, Customer Quality improvement specialist - Group Quality Department (GQD)
Core
Design and implement group-wide quality improvement structures to build user trust and drive business results through data analysis and process optimization.
Role type
Senior IC project manager (quality improvement & operations)
Builds
Permanent systems and frameworks for quality improvement across cross-functional business units
Domain
Internet services, e-commerce, financial services, and digital content
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
problem-solving, quality improvement, process decomposition, data analysis, project management, stakeholder communication, organizational change management
Preferred skills
program management, team management, multinational environment navigation, meeting facilitation
Technologies
AI, Chatbot, NPS, VoC, KSF, KPI
Responsibilities
Analyze correlations between quality metrics (VoC, NPS) and business metrics to provide insights; Identify gaps between current quality metrics and target states; Manage improvement projects from a cross-functional perspective; Verify improvement results and establish permanent systems/frameworks; Communicate initiatives to stakeholders including executives.
Seniority
Mid-to-Senior, hands-on IC with strategic alignment