Strategic Program Manager - Support Quality, Training & Enablement
Required skills
Program management experience in Customer Support, Customer Experience, Quality Assurance, Training, Enablement, or Support Operations. Prior Customer Experience or Customer Support experience with a strong understanding of what drives quality, consistency, and customer trust. Experience running or supporting a QA programme in a support environment, including scoring frameworks, calibration, feedback loops, and quality reporting. Experience building or coordinating training and enablement programmes that improve team capability and performance. A strong analytical mindset and comfort working with quality data, support trends, and performance insights to identify priorities and root causes. Familiarity with QA tooling and support platforms such as Playvox, Klaus, MaestroQA, Zendesk, Intercom, or similar solutions. A sharp eye for what makes a customer interaction genuinely good — not just technically correct, but clear, useful, empathetic, and outcome-oriented. Strong cross-functional collaboration skills and the ability to influence Team Leads, frontline teams, and partner functions without direct authority. Clear, direct communication skills with the ability to translate quality metrics into insights and stories that resonate with different audiences. Strong organisational and execution skills with the ability to manage multiple workstreams and move programmes forward in a scaling environment.
Preferred skills
Experience scaling QA, training, or enablement in a high-growth environment. Familiarity with CSAT, NPS, CES, and how quality programmes connect to customer satisfaction and customer effort. Experience in fintech, SaaS, B2B technology, or operational support environments. Background in BPO, outsourced support QA, or multi-site support models. Experience with knowledge management, content reinforcement, or AI-assisted quality and coaching tools.
Technologies
QA tooling, support platforms, LMS or enablement tools, knowledge systems, BI/reporting tools, workflow tools, and collaboration platforms. Examples: Zendesk, Intercom, Playvox, Klaus, MaestroQA or similar, learning and content platforms, Looker/Tableau/Power BI, Jira/Asana, and Slack.
Responsibilities
Own and run the support quality programme across all support channels by defining frameworks, scorecards, calibration processes, quality standards, and feedback loops. Build and improve QA processes that drive real performance improvement, not just monitoring and scoring. Partner with Support Team Leads to strengthen coaching loops so QA findings translate into practical development for agents and measurable quality gains. Coordinate training and enablement programmes that improve readiness, capability, consistency, and confidence across the support organisation. Support onboarding and ongoing learning for support teams by helping define training needs, content priorities, reinforcement plans, and quality expectations. Analyse quality trends and support performance signals to identify what is working, what is not, and where the organisation needs to invest. Surface recurring issues that go beyond support including product friction, bugs, process breakdowns, policy confusion, knowledge gaps, and customer effort drivers. Define and maintain what good looks like across channels and interaction types, evolving standards as Pleo, customer expectations, and support motions change. Build reporting and dashboards that provide the right level of visibility to frontline leaders, support management, and cross-functional stakeholders. Run calibration sessions that keep scoring consistent, improve alignment, and create shared understanding of quality expectations. Help connect QA, training, and enablement into one operating model so insights, learning, and coaching reinforce one another. Contribute to broader CX programmes tied to customer effort, service quality, readiness, consistency, and continuous improvement.
Seniority
Individual contributor role with no direct reports.
Domain
Customer Support, Customer Experience, Quality Assurance, Training, Enablement, Support Operations.
