Job Information
Smartsheet Inc. Support Quality Manager in Clyde Hill, Washington
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