This role is positioned within the Program Management Team in the SMB sales division. As the Global Quality Assurance Program Manager Lead, you’ll be tasked with overseeing the entire quality assurance process for Pinterest’s rapidly expanding global SMB sales force, composed mainly of outsourced sales representatives. In this pivotal role, you will take full ownership of our global quality standards and CSAT/NPS strategies, collaborating with our vendor QA teams across NAMER, EMEA, LATAM, and APAC to ensure uniformity and scalability of processes.

What You’ll Do:

• Evolve and own end-to-end our SMB Quality Assurance strategy by establishing priorities, a project roadmap and monitoring the day-to-day team execution through OKRs across multiple global vendor locations. Analyze performance data and feedback from QA teams and sales stakeholders to pinpoint deficiencies in current QA programs, proposing and implementing scalable improvements.
• Collaborate with global sales and cross-functional teams to analyze current sales motions, product launches, and customer engagement strategies, enhancing understanding of global trends and informing strategic decision-making.
• Design and implement standardized scorecards that enable the tracking of global trends and facilitate strategic comparisons and insights across different regions.
• Work in partnership with the sales enablement team to integrate findings from root cause analyses into training programs, boosting sales effectiveness and customer satisfaction.
• Design programs that introduce new QA tools, including automated solutions and AI-driven methodologies, to enhance quality assessments and operational efficiency.
• Refine and improve the methods for collecting and analyzing customer satisfaction (CSAT) and Net Promoter Score (NPS) data. Identify key satisfaction drivers and lead cross-functional initiatives aimed at improving these metrics, fostering a stronger customer-centric culture within the organization.

What We’re Looking For:

• 7+ years experience in a high-performance scalable operation in Quality Assurance, preferably in Sales.
• Proven experience in implementing, managing, and refining Quality Management Systems (QMS) including the setup of audit routines, process documentation, and continuous improvement mechanisms.
• Proficiency in utilizing tools to monitor quality audits and CSAT/NPS results, like Gong.io and Medallia.
• Ability to translate quality insights into actionable plans that align with business goals and priorities.
• Experience in identifying and mitigating risks in sales processes, developing preventive strategies, and managing non-conformities through corrective actions and root cause analysis to prevent future issues.
• Exceptional communication, presentation and organizational skills, with the ability to manage multiple projects and priorities simultaneously.
• Attention to detail and maintaining a high-quality bar.
• Excels in execution, establishing priorities and meeting swift deadlines at a fast pace, in a rapidly changing environment.
• English proficiency.
• Salesforce proficiency is a plus.

Relocation Statement:

This position is not eligible for relocation assistance. Visit our PinFlex page to learn more about our working model.

In-Office Requirement Statement:

We let the type of work you do guide the collaboration style.That means we’re not always working in an office, but we continue to gather for key moments of collaboration and connection.

This role will need to be in the office for in-person collaboration 1 time/week and therefore can be situated in a commutable distance from one of the following offices: San Francisco, CA, New York, NY, Atlanta, GA, Chicago, IL.

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