Global Quality & AI Operations Lead — Program Manager

Apex Systems; New York (NY); Vor Ort; USD 140.000 - 190.000; Vollzeit

Benefits dieser Stelle

ESPP

401K

HSA

Employee Assistance Program (EAP)

Zusammenfassung

Everforth Apex Systems is seeking a Quality & Operations Lead for Scaled Partner Management to oversee the quality function of a large outsourced calling operation serving tens of thousands of creators. The successful candidate will ensure the operation delivers results and leverages AI technology across global sites via outsourcing partners and internal teams.

The ideal candidate has 8+ years in outsourcing/vendor/program management and strong analytical skills to build scalable quality

Qualifikationen

• Bachelor's degree in business, engineering, technology, or a related field is preferred.
• Eight+ years of outsourcing or program management experience with third parties.
• Strong quantitative and analytical skills with experience building quality measurement frameworks.

Aufgaben

• Own the quality measurement system for recorded calls with automated evaluation and human review.
• Lead monthly quality reviews across sites and product focuses to identify trends and recommendations.
• Maintain metrics showing how calls influence creator behavior for partner management.
• Analyze call activity to identify drivers of successful outcomes and feed insights to scripts and training.
• Integrate AI into the operation, including AI-assisted and AI-native calling, while handling vendor/privacy/contracting.
• Collaborate with engineering and operations on tooling to reduce manual workload.
• Support operating rhythm with partners and manage partner delivery against targets.
• Manage cross-cutting operational priorities.

Kenntnisse

Quality management

Analytical thinking

Program management

Vendor management

Outsourcing experience

Ausbildung

Bachelor's degree

Tools

Microsoft Word

Jobbeschreibung

Everforth Apex Systems is seeking a Quality & Operations Lead for Scaled Partner Management to oversee the quality function of a large outsourced calling operation serving tens of thousands of creators. The successful candidate will ensure the operation delivers results and leverages AI technology across global sites via outsourcing partners and internal teams.

The ideal candidate has 8+ years in outsourcing/vendor/program management and strong analytical skills to build scalable quality