QA Program Manager, Customer Experience

Lime is the largest global shared micromobility business, operating in close to 30 countries across five continents. The QA Program Manager will lead the global Customer Experience Quality program, ensuring high-quality support for Lime riders and Community Members by designing quality frameworks and leveraging data to improve processes.

Responsibilities:

• Own the Global Quality Strategy: Design and maintain quality rubrics, calibration standards, and audit cadences that reflect Lime’s brand voice and operational requirements
• Master the Tech Stack: Lead the administration and optimization of MaestroQA and Zendesk, ensuring that grading rubrics and automated workflows are driving maximum value
• Manage BPO Quality Performance: Oversee the quality programs of our external BPO partners via a dotted-line management structure. Lead calibration sessions and Business Reviews to ensure partners exceed Lime’s quality KPIs
• Drive Data-First Insights: Leverage SQL and data visualization tools to identify trends in agent performance and customer sentiment. You will tell the story of 'why' metrics move and propose actionable solutions
• Cross-Functional Collaboration: Act as a 'voice of the customer' to Product, Ops, and Trust & Safety teams. Translate support interactions into qualitative feedback that improves the Lime app and vehicle experience
• Close the Feedback Loop: Partner with Training and Enablement teams to address performance gaps identified through QA, ensuring insights lead directly to improved SOPs and agent coaching

Requirements:

• 5+ years of experience in Customer Support Operations or Quality Assurance, with a proven track record of managing quality programs in an outsourced (BPO) environment
• Expert-level knowledge of Zendesk and MaestroQA (or equivalent platforms)
• Comfortable using SQL and Excel to navigate large datasets and build compelling narratives for leadership
• Ability to influence and align external partners and internal stakeholders across different cultures and time zones
• Relentlessly Curious: You always want to dig deeper to understand the root cause of an issue, particularly regarding what our customers need to have a safe, seamless ride
• Ability to present a high-level strategy to executives but are equally comfortable auditing tickets alongside an agent to understand the 'on-the-ground' reality