Manager, Quality Assurance

The Manager, Quality Assurance reports to the Senior Manager, Quality & Support, and oversees the daily operations of our Customer Experience and Integrity (CXI) QA team. You’ll design and execute a scalable QA strategy that meets the needs of diverse cross-functional partners. You’ll investigate and resolve complex quality issues, analyze workflows for adherence to standards, and develop your team into a customer experience–driving powerhouse. This is a hands-on leadership role where you’ll foster collaboration, develop talent, and solve problems in real time.

You will lead and develop high-performing people leaders who multiply their impact across teams. You will design, build, and execute process improvement projects that drive efficiency and elevate the customer experience. You will build and scale industry-leading Manual QA (MQA) and Automated QA (AQA) programs. Partner cross-functionally with Support, Integrity Operations, S&O, and other key stakeholders to deliver a best-in-class customer experience. Monitor and improve team performance metrics (productivity, quality, adherence, retention, etc.), digging deep to understand root causes and influence outcomes.