QA Program Manager, Customer Experience

Lime is the largest global shared micromobility business, operating in close to 30 countries across five continents. The company is seeking a QA Program Manager to lead their global Customer Experience Quality program, focusing on ensuring world-class support for Lime riders and Community Members by optimizing quality standards across a network of BPO partners.

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 present a high-level strategy to executives but are equally comfortable auditing tickets alongside an agent
• Ability to influence and align external partners and internal stakeholders across different cultures and time zones
• 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