Program Lead – Support Product Quality

Program Lead – Support Product Quality Department: Community Operations Team: Strategy & Program Operations Location: San Francisco, United States Type: Full-Time **About the Role** The Program Lead for support Product Quality will drive quality across our support products. This role will ensure that all customer support experiences — across customer facing and agent tools— meet the highest standards of functionality and usability at scale. The role will be cross-functional in nature, integrating inputs from CommOps and Global Digital Experience (GDX) teams and partnering with Product teams to continuously identify and fix quality issues in the products. The work will directly impact CSAT, resolution accuracy, churn prevention and customer engagement post interactions with support products. The role will also be instrumental in creating a quality mindset amongst the CommOps and Customer Obsession teams. There are 3 roles, one each focused on Eater, Merchant and Driver support product quality. **What the Candidate Will Do** - **Define and track Quality metrics and drive down micro-KPIs for each product:** Publish metrics for easy consumption; where quantitative measures are not feasible, use stories and other qualitative techniques to bring the Product quality to life (the philosophy being ‘you know good quality when you see it’). - **Identify Quality gaps and push for resolution:** Build and operationalize processes for issue identification and rapid iteration in production environments. Analyze support data to identify systematic failures and Dogfooding / testing to identify high-impact friction points in the support journey. - **Ensure launch readiness from a product quality perspective:** Partner with product managers, CX teams and GDX to ensure all support features meet the bar before launch and / or scaling. - **Prioritize Quality Initiatives:** Own the quality-focused backlog and collaborate with Product Managers to inject critical quality, reliability, and technical debt tasks into the core product roadmap **.** Institutionalize Feedback Loops to inform prioritization and continuous improvement. - **Champion Craft