Senior Program Manager, Delivery Quality

About the role

The Delivery Enablement team within Central Enablement and Transformation (CET) is seeking a Sr Program Manager, Delivery Quality who is a strategic thinker, cross-functional connector, and hands-on builder. We are fundamentally transforming our Quality approach-replacing slow, defensive manual sampling with an innovative Quality Intelligence model that unlocks automated coverage and near real-time operational insights.

Moving beyond traditional QA, you will lead and manage a team of global QA Specialists, steering them through the evolution of our quality strategy as we shift toward a true frontline enablement model. You will work with AI top-of-mind-linking automated quality strategy directly to agent enablement, building for efficiency, analyzing trends, and executing targeted plans to close frontline performance gaps to drive the customer experience.

A core focus of this role is building strong partnerships with stakeholders and collaborating with them to implement dynamic solutions that deliver impact on priority business goals. By leveraging our evolving tech stack, you will move fast, think creatively, and execute with high-functioning teams in this rapidly changing part of our business.

This role will be based out of either our Chicago office, with direct reports managed globally. Some flexibility in working hours required

What you'll do

Lead & Manage QA Specialists: Lead, mentor, and upskill a team of global QA Specialists, guiding them strategically. Drive AI-Led Quality Strategy: Develop and execute a tech-forward global quality strategy for Delivery, incorporating AI tools, automated quality evaluations, and smart sampling to move quality from periodic audits to real-time enablement intelligence.