Program Manager, Mapping Operations, Quality and Performance Excellence

You will:

• Act as a subject matter expert on Quality, and maintain the end-to-end Quality Assurance (QA) framework, including performance metrics, and quality standards aligned with key business objectives.
• Systematically analyze QA data to identify trends, root causes of performance gaps, and opportunities for improvement.
• Conduct regular training needs assessments in partnership with our vendor teams, to identify knowledge and skill gaps.
• Lead the design and development of comprehensive training programs, including new hire onboarding. Leverage existing in-house teams to create engaging and effective training content across various formats.
• Create and manage a robust feedback loop where insights from the quality program directly inform the training curriculum, and the effectiveness of training is measured by subsequent quality performance.

You have:

• Bachelor's Degree in technical or business discipline
• Overall 8+ years of work experience managing large-scale and dynamic programs/ projects
• 5+ years of experience leading the Quality and/ or Training charters in a scaled operations set up
• Proven collaboration and communications skills working with globally distributed teams and multiple stakeholders
• Excellent data analysis skills, ability to derive insights and tell a story with data
• Ability to travel internationally up to 10% of your time

We prefer:

• MBA preferred
• Ability to effectively operate with high energy and flexibility in a fast-paced, constantly evolving team environment
• Proven experience designing and implementing successful QA frameworks from the ground up
• Strong understanding of adult learning theories and instructional design principles

Travel requirements:

• Ability to travel to the US