Quality & Operations Lead V, Scaled Partner Management

Crystal Equation; New York (NY); Hybrid; USD 145,000 - 152,000; Full time

Benefits offered by this job

Full benefits

Paid time off

Health Insurance

401K

Parental leave

Job summary

Crystal Equation Corporation in the United States is seeking a Quality & Operations Lead V for Scaled Partner Management. You will own the quality system for outsourced calling operations across regions, driving AI-enabled improvements and measurable creator outcomes, while coordinating with regional leads and partners.

The role demands deep quality measurement expertise, vendor/partner management, and ability to push cross-functional initiatives with data-driven decisions across multiple time

Qualifications

• 8+ years in consulting with direct accountability for an operation delivered by a third party.
• Strong quantitative and analytical mindset.
• Experience building quality or measurement frameworks and turning insight into scaled results.
• Proven ability to drive cross-region results.
• Comfortable inheriting live work mid-flight, where priorities move and the pace is unrelenting.

Responsibilities

• Own the quality measurement system for the calls and monthly reviews across sites.
• Lead the quality and product outcomes tracking, ensuring regional leads and partners implement the fixes.

Skills

Quality measurement

Vendor management

Data analysis

Program management

Job description

Quality & Operations Lead V, Scaled Partner Management Hybrid

Summary: The job in one line: be the quality function for a large outsourced calling operation serving tens of thousands of creators; help make that operation deliver results and better leverage AI. Our mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring them closer together. Whether we're creating new products or helping a community expand its reach, people here are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways.

What Our Team Does

Our Scaled Partnerships team's mission is to act as the best growth engine for business critical creators. Most creators will never have a dedicated partner manager, so we reach them at scale instead: outsourced teams of trained specialists phone and email them, help them understand the products available to them, and support them in growing their audience and their earnings. That operation is delivered by outsourcing partners running teams for us in North America, Latin America, Europe and Asia, and overseen by regional leads who own the outcomes in their regions. We set the strategy, the standards and the measurement. This role holds the quality bar across the whole operation and helps the team run it more effectively.

The Shape of the Job

You will work through outsourcing partners, regional leads and internal specialist teams in a fast-paced, cross-functional environment. Regional leads own their results; you own an independent, evidence-based view of where quality and product outcomes are falling short, and the recommendations that close the gap. The person who does well here is able to combine intuition, data and domain expertise to deliver results, is comfortable in operational detail, and is able to bring others along without direct authority.

Responsibilities

• [~50% of time] Quality and product outcomes: Own the quality measurement system for the calls: an automated evaluation that scores close to every recorded call, with a human review loop that keeps it honest, and the standard both hold the operation to Run a monthly quality review across sites and product focuses: how quality is trending, where it is not meeting the bar, and the top three recommendations to adjust globally. Regional leads and partners then own the fix and account for the result Maintain and sharpen the metrics that show whether a call changed what a creator went on to do, simple enough that regional leads and partners manage to them month on month but sophisticated enough to actually deliver the outcomes we care about Analyse and understand what's happening on our calls to find what drives outcomes, and feed it back into our treatments - scripts, training and the pitch - working with the teams who own them
• [~50% of time] Operations, innovation and AI: Bring AI further into the operation, including AI-assisted and AI-native calling, working through vendor, privacy and contracting requirements properly rather than around them Work with engineering and operations on the tooling and processes that reduce manual load on regional leads; accept a workaround with an explicit expiry date, not a permanent one Support the operating rhythm with partners, including performance management of partner delivery against target Take on cross-cutting priorities as they arise, shaped to the strengths of the person in the role

What good looks like

• First quarter: the quality system and reporting picked up with no break in the rhythm partners rely on, and the first monthly quality reviews landed
• Through the year: measurable improvement in creator outcomes on priority products, cost per acquisition held at or below benchmark, and visible reduction in manual operational load
• At the end: everything documented and running without you, handed back to the standard it was handed over

You would be measured on movement in creator outcomes by product, the coverage and accuracy of the quality system, the adoption of quality recommendations by regions and partners, cost per acquisition, and delivery on operational and AI initiatives.

Minimum Experience

• 8+ years in consulting with direct accountability for an operation delivered by a third party, or similar tenure in outsourcing, vendor or programmanagement.
• A strongly quantitative, analytical approach: able to frame a question, interrogate the answer, and say honestly how much confidence it deserves.
• Experience building quality or measurement frameworks and turning insight into scaled, measurable results.
• A track record of delivering through teams outside your reporting line, across several countries and time zones.
• Comfortable inheriting live work mid-flight, where priorities move and the pace is unrelenting.
• Project/ program management or management consulting.

Preferred Experience

• Experience working in a large modern tech business.
• Applied AI or automation in an operational setting.
• Operations tooling, product or programmanagement in a modern tech business.
• Experience of the creator economy, influencer marketing or digital partnerships.
• Ability / experience vibe coding.

Pay range is $105 - $110per hour with full benefits available, including paid time off, medical/dental/vision/life insurance, 401K, parental leave, and more. Our compensation reflects the cost of labor across several US geographic markets. Pay is based on several factors including market location and may vary depending on job-related knowledge, skills, and experience.

THE PROMISES WE MAKE

At Crystal Equation, we empower people and advance technology initiatives by building trust.

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