The Support Quality Manager leads the Smartsheet Support team’s quality program. You understand the business metrics and are able to summarize holistic quality performance, identify solutions, and implement the necessary actions needed to improve performance and customer experience. You will maintain a continuous closed-loop improvement process with Support training, operations, and leadership to ensure an optimal end-to-end customer experience.
This position requires an effective communicator who will be able to lead and motivate others while being aware of and responsive to their needs and concerns. You’re proficient at combining your extensive knowledge with company objectives to resolve complex problems in creative and effective ways. You will lead continuous improvement initiatives, and help position Smartsheet as best-in-class dynamic work management software.
Additionally, the successful candidate will be responsible for overseeing the quality management of a globally distributed team for all of Support. This includes ensuring consistent adherence to quality standards across diverse geographical locations, facilitating effective communication, and collaboration among team members spanning different time zones. The candidate should demonstrate strong leadership skills to inspire and guide remote team members, as well as the ability to adapt quality management processes to suit varying cultural norms and business practices.
You will report to our Support Senior Manager of Training, Quality, and Operations.
You will:
- Manage and lead a team of globally distributed Support quality professionals (internal and partners) to own and drive the quality and calibration process across all Support pods,
- Drive customer satisfaction through setting expert quality standards to meet and exceed internal and industry standards.
- Lead the effort of building and continuously improving quality strategies that support multi-site, multi-touch-point, multi-pod customer contact points.
- Propose and implement innovative approaches to enhance quality management using AI and other technologies.
- Manage and maintain the closed-loop process to assimilate discoveries from the quality program into training and coaching initiatives.
- Identify and present solutions for underlying issues or trends affecting quality performance and implement corrective actions through the use of root cause analysis.
- Report on and audit quality metrics to ensure that the global customer journey is continuously improving.
- Keep up-to-date with advancements in AI and how they can be applied to improve quality management processes.
- Develop a communication strategy and educate stakeholders on metrics, standards, and outcomes from the quality process.
- Determine creative and effective methods to improve workflows and processes, increase customer satisfaction, and reduce errors.
- Analyze NPS, VOC (Voice of the Customer), and VOE (Voice of the Employee) data for customer journey improvement opportunities.
- Own and collaborate on key initiatives and projects to share ideas, model partnership and help raise the bar for internal and external Smartsheet customers.
- Perform other duties as assigned.
You have:
- Eight years of related management experience in contact center operations, quality monitoring, quality assurance, and/or customer service.
- Five or more years of direct experience in quality process design, monitoring, calibration, and metrics.
- Five or more years of people management experience, demonstrating proficiency in supervising, mentoring, and empowering teams to achieve organizational goals preferred.
- A track record of fostering a positive work environment, resolving conflicts, and cultivating strong interpersonal relationships within the team.
- Five or more years of experience in data management, including data collection, storage, and processing methods, especially pertaining to AI.
- Familiarity with AI technologies used in contact centers such as speech analytics, natural language processing (NLP), and sentiment analysis
- Data-driven decision making - using data insights to make informed decisions regarding quality improvement initiatives.
- Experience with continuous process improvement methodologies, such as TQM, Agile, or Six Sigma.
- Thought leadership focus—you have a depth of knowledge and a passion for what you do that inspires and energizes others.
- Enterprise focus—you make decisions based on the values, direction, and needs of the company as a whole.
- Experience with Smartsheet.
- Bachelor's Degree in business or the equivalent in other education and experience.
Perks & Benefits:
- HSA, 100% employer-paid premiums, or Buy-up medical/vision and dental coverage options for full-time employees
- Stock - Restricted Stock Units (RSUs) for eligible roles
- Lucrative Employee Stock Purchase Program (15% discount)
- 401k Match to help you save for your future (50% of your contribution up to the first 6% of your eligible pay)
- Monthly stipend to support your work and productivity
- Flexible Time Away Program, plus Incidental Sick Leave
- Up to 24 weeks of Parental Leave
- Personal paid Volunteer Day to support our community
- Opportunities for professional growth and development including access to LinkedIn Learning online courses
- Company Funded Perks, including a counseling membership, primary care membership, local retail discounts, and your own personal Smartsheet account
- Teleworking options from any registered location in the U.S. (role specific)
Smartsheet provides a reasonable range of compensation for roles that may be hired in different geographic areas we are licensed to operate our business from. Actual compensation is determined by several factors including, but not limited to, level of professional, educational experience, skills, and specific candidate location. In addition, this role will be eligible for a market competitive bonus and RSU stock grant upon accepted offer.
California & New York: $113,400 - $156,600
All other US States: $105,000 - $145,000
Get to Know Us:
At Smartsheet, we’ve created a place where everyone is welcome — people from all over the world, all backgrounds, all ages, all colors, and all beliefs working side by side. Here, everyone can make a difference and empower others to do the same. You’re encouraged to apply even if your experience doesn’t precisely match our job description—if your career path has been nontraditional, that will set you apart. At Smartsheet, we empower everyone, everywhere to change the way the world works—join us
Equal Opportunity Employer:
Smartsheet is an Equal Opportunity Employer committed to fostering an inclusive environment with the best employees. We provide employment opportunities without regard to any legally protected status in accordance with applicable laws in the US, UK, Australia, Japan, Costa Rica, and Germany. If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.
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