Senior Manager - Quality Operations

What You'll Do

Senior Manager Quality Operations

This role is ideal for someone who uses AI to turn data into direction, transforms complexity into action, and excels at optimizing processes and teams through evidence-based intelligent systems. You will report to the Director of Quality and Data.

What Your Responsibilities Will Be

1. Quality Strategy & AI Integration

• Design and manage quality frameworks across multiple departments (Notice Management, Case Management, Transactions).
• Lead the development of AI-augmented scorecards, dynamic sampling models, and predictive audit processes to improve process consistency and customer satisfaction.
• Use machine learning models to anticipate risk areas and guide interventions.

2. Continuous Improvement (CI) with AI Enablement

• Champion a CI culture by identifying systemic inefficiencies using advanced analytics.
• You will Lead Lean/Six Sigma projects augmented by AI-driven root cause analysis, automation triggers, and workflow optimization.
• Integrate AI tools into daily team operations to detect anomalies and suggest real-time improvements.

3. People Leadership

• Mentor a team of data-centric quality professionals by building AI fluency and analytical rigor.
• Promote a culture of innovation and learning, encouraging experimentation with AI tools to enhance team performance.
• Build accountability through smart dashboards and automated feedback mechanisms.

4. Stakeholder Management & Collaboration

• Collaborate across Ops, Compliance, Automation, Data, and Support to align QA goals and accomplish shared outcomes.
• Serve as a strategic advisor on process enhancements, audit insights, and customer experience powered by AI-generated recommendations.

5. Insights, Governance & Predictive Quality

• Deliver applicable insights through AI-enhanced data visualizations, NLP-driven sentiment analysis from customer interactions, and intelligent QA heatmaps.
• Ensure compliance and risk mitigation through automated governance models and continuous AI-powered monitoring.

What You'll Need to be Successful

• 10+ years of experience in Quality, Operations, or Process Excellence roles.
• Proven track record in AI-assisted quality improvements, including use of machine learning, automation tools, and intelligent workflow platforms.
• Experience building and leading teams with a focus on innovation and analytics.

Strong proficiency in:

• QA tools:

  Salesforce, Freshdesk
• Data & AI tools: Excel, Tableau, Power BI, Python, SQL, ML platforms (e.g., Data Robot, Azure ML, or similar)

Core Competencies:

• Continuous Improvement & AI-Powered Problem Solving
• Leadership & Team Development
• Operational & Risk Awareness
• Partner Influence & Collaboration
• Data-Driven and AI-Augmented Decision-Making
• Strategy Execution with Latest Technologies