QA Program Manager, Customer Experience

Lime is the largest global shared micromobility business, operating in close to 30 countries across five continents. We’re on a mission to build a future where transportation is shared, affordable and carbon-free. Our electric bikes and scooters have powered more than one billion rides in cities around the world. Named a 2025 Time 100 Most Influential Company, Lime continues to set the pace for shared micromobility globally, spurring a new generation of clean alternatives to car ownership.

Lime is seeking a QA Program Manager to lead our global Customer Experience Quality program. You will be the architect of the frameworks that ensure every Lime rider and Community Member receives world-class support. You aren't just a "checker" of boxes; you are a strategic partner who uses data to identify friction, improve processes, and scale our quality standards across a global network of BPO partners.

As Lime scales, we need a leader who can maintain a 50,000-foot view of global performance while being willing to dive into the weeds, audit a ticket, and understand the "why" behind the data. This is a remote-friendly role that requires a "get your hands dirty" mentality to ensure our outsourced partners operate as a seamless extension of the Lime team.

This is a remote position with a requirement for candidates to reside in the United States to maintain effective collaboration across teams.

What You’ll Do:

• 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.

About You:

• 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.

• Tool Proficiency: Expert-level knowledge of Zendesk and MaestroQA (or equivalent platforms). You know how to build a scorecard that balances technical accuracy with customer empathy.

• Analytically Minded: You are a "data-first" operator. You are comfortable using SQL and Excel to navigate large datasets and build compelling narratives for leadership.

• Strategic yet Scrappy: You can present a high-level strategy to executives but are equally comfortable auditing tickets alongside an agent to understand the "on-the-ground" reality.

• Excellent Communicator: 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.

U.S. Based Position - What We Offer:

• Comprehensive Health & Wellness: A choice of medical, dental, and vision plans. We also provide company-paid life and disability insurance and company-funded mental health benefits.

• Financial & Retirement Planning: 401(k) plan with both pre-tax and Roth options, and access to a Health Savings Account (HSA) with a monthly company contribution.

• Family & Fertility Support: Paid parental leave for birthing and non-birthing parents, plus fertility and family-forming benefits.

• Paid Time Off: Unlimited vacation, paid leaves, and 10 company holidays.

• Unique Lime Perks: Complimentary use of Lime vehicles in participating cities, a monthly phone allowance, dedicated learning and development days, and access to perks including One Medical, Wellhub, and Headspace.

The base salary range listed reflects what Lime reasonably expects to offer for this role, with the final base salary determined by objective factors such as the candidate’s location and relevant skills and experience. Depending on the position, the total compensation package may also include discretionary annual performance bonus opportunities and equity, subject to applicable plan terms and eligibility requirements.

Lime considers all qualified applicants for employment, including those with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles Fair Chance Initiative for Hiring, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and all other applicable federal, state, and local laws.

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If you want to make an impact, Lime is the place for you. Not sure if you meet all the qualifications? If this role excites you we encourage you to apply. Explore all opportunities on our career page.

Lime is proud to be an Equal Opportunity Employer. We believe different perspectives help us grow and achieve more. That’s why we’re dedicated to building and developing a team that reflects a wider range of backgrounds, abilities, identities, and experiences. If you require a reasonable accommodation during the application or hiring process, please email [email protected] for assistance.