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Zoox is an autonomous mobility company that’s created a purpose-built robotaxi to give the world a better way to ride.
The Role
Lead development and implementation of a quality playbook for Fusion Center support teams. Define QA KPIs, run calibration sessions, produce monthly executive quality reports, partner with cross-functional teams on training/processes, analyze support data, recommend automation and long-term fixes to reduce ticket volume and improve customer and employee satisfaction.
Summary Generated by Built In
The Fusion Center teams at Zoox are the primary human connection with our customers. In this role, you'll be an early member of a critical team in a rapidly developing industry. As Program Manager, Quality Assurance, you'll have a significant impact on the experience of our customers and the teams who support them. You will build our quality playbook and oversee quality assurance for the Fusion Center organization. You'll work closely with our teams to design scalable quality systems that ensure a delightful, repeatable, on-brand customer experience.
This is a highly collaborative role that will regularly engage with cross-functional partners in training, design, product, operations, and more. You will ensure we have an outstanding quality assurance program to measure performance, coach for growth, and find strategic insights. This role will be very hands-on, and you should be passionate about diving into the details and staying close to the customer experience.
In this role, you will:
- Establish and implement a quality playbook that measurably engages the organization in our support framework, generates key timelines for process development, and inspires broad adoption
- Set key performance indicators for quality assurance teams to measure their work and ensure we are progressing in accordance with our quality playbook
- Lead and facilitate calibration sessions with the cross-functional team to drive consistency and adherence to quality standards
- Prepare and present a monthly executive summary report on the state of interaction quality and proposed improvements
- Work closely with leadership and cross-functional partners to ensure training, processes, and documentation are supporting the optimal customer experience based on customer trends, product enhancements, and the needs of our customers
- Advocate for the customer and team with recommendations for automation, fixing long-term customer issues to reduce ticketing volume and improve customer and employee satisfaction
Qualifications
- 8+ years of experience leading a customer-facing team at a start-up or rapid growth company developing QA programs, end-to-end training, and quality systems.
- Bachelors degree in business management, computer science, engineering, or related discipline.
- Proven experience taking ambiguous, complex processes and creating simple, adaptable, and broadly adopted standards that drive quality and consistency
- Passion for leading, with a strong desire and highly developed ability to motivate others, and set and achieve targets
- Comfortable pulling data from multiple sources, reading and analyzing data, conducting analyses in Excel (to perform complex functions) or Google Sheets, and partnering with analytics partners for more complex analyses
- An owner mentality, always looking for opportunities to better your work product
- Ability to translate analysis to actions quickly, and test your hypotheses to solve challenging business problems at their root level
- Comfortable working with modern customer support and productivity tools (Salesforce, Google Workspace, etc.)
Bonus Qualifications
- Master's degree in a relevant discipline (Business Administration, Engineering, Computer Science, Program Management, etc.)
- Experience in the autonomous vehicle, ride-hail, transportation, or other relevant mobility industries
- Background in systems engineering, software development, or technical operations
- PMP, PgMP, or similar project management certification
- Experience with Lean/Six Sigma methodologies and ideally, possessing certifications
Skills Required
- 8+ years of experience leading a customer-facing team at a start-up or rapid growth company developing QA programs, end-to-end training, and quality systems.
- Bachelor's degree in business management, computer science, engineering, or related discipline.
- Proven experience turning ambiguous, complex processes into simple, adaptable, broadly adopted standards.
- Demonstrated leadership ability to motivate others and set and achieve targets.
- Comfortable pulling data from multiple sources, analyzing data, and conducting analyses in Excel or Google Sheets; partner with analytics for complex analyses.
- Owner mentality with ability to translate analysis to actions and test hypotheses to solve root business problems.
- Comfortable working with modern customer support and productivity tools (Salesforce, Google Workspace, etc.).
- Master's degree in a relevant discipline (Business Administration, Engineering, Computer Science, Program Management, etc.).
- Experience in autonomous vehicle, ride-hail, transportation, or other relevant mobility industries.
- Background in systems engineering, software development, or technical operations.
- PMP, PgMP, or similar project management certification.
- Experience with Lean/Six Sigma methodologies and ideally certifications.
Zoox Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Zoox and has not been reviewed or approved by Zoox.
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Healthcare Strength — Healthcare is extensive, with broad medical and vision options, company‑paid disability coverage, and multiple mental‑health resources. Feedback suggests coverage breadth and auxiliary programs support a wide range of needs.
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Parental & Family Support — Family supports include paid parental leave, additional pregnancy disability time, fertility coverage, and adoption/surrogacy assistance. Backup care and family‑oriented programs further reinforce support across life stages.
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Wellbeing & Lifestyle Benefits — Day‑to‑day perks are robust, including free daily meals, fitness subsidies, commuter support, and on‑site amenities. Feedback suggests these lifestyle benefits enhance convenience and workplace experience, especially for office‑based roles.
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The Company
What We Do
Zoox is an autonomous mobility company that was founded to provide a safer, cleaner, and more enjoyable future on the road. To achieve that goal, the company has spent the past 10 years creating a purpose-built robotaxi that gives the world a better way to ride.
Why Work With Us
At Zoox, we are working to solve one of the greatest technological challenges of our generation. From the beginning, we have been focused on our goal of reimagining transportation from the ground up. We are a mission-driven community of innovators working together to create a safer, cleaner, and more enjoyable future on the road.
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