Program Manager, Customer Experience and Operations Enablement

About the Role

The Program Manager, Customer Experience & Operations Enablement is responsible for leading customer insights and quality initiatives across the Sales & Ops organization. This role oversees a team of Quality Assurance Analysts, driving programs that capture, analyze, and act on customer feedback to enhance the customer experience and improve frontline performance. Partnering closely with Sales, Lending Operations, Marketing, Brand, Compliance and Analytics, this leader ensures customer insights and QA findings are translated into actionable strategies that deliver measurable impact and strengthen customer loyalty.

The role requires a balance of strategic thinking and operational execution, strong leadership skills, and the ability to influence cross-functional teams without direct reporting authority.

This role is hybrid and can be based out of either our Chandler, AZ or Denver, CO office locations.

• Lead and manage the VoC and Quality Assurance function, including two QA Analysts, ensuring alignment with business goals and customer experience objectives.
• Translate customer insights from surveys, call/voice analytics, QA reviews, AI-driven interactions, social media, chat, and third-party sources into actionable strategies and business improvements.
• Develop and oversee a comprehensive QA program for voice AI agents, chatbots, and emerging customer communication channels to ensure consistency, compliance, and a positive customer experience.
• Oversee the design and execution of quality monitoring programs, calibration sessions, and coaching initiatives to elevate frontline sales and service performance.
• Conduct root cause and driver analysis, customer journey mapping, and segmentation to identify friction points and improvement opportunities.
• Partner with Sales and Operations leadership to ensure QA insights improve consistency, compliance, and customer outcomes.
• Collaborate with Marketing, Brand, Compliance and Analytics teams to integrate customer feedback into campaign effectiveness, messaging, and product/service enhancements.
• Establish a continuous feedback loop across the organization, advocating for the voice of the customer and embedding customer-centric thinking into decision-making.
• Develop and maintain reporting dashboards, repositories of insights, and action libraries to monitor trends and measure the impact of QA and VoC initiatives.
• Serve as a subject matter expert in VoC, QA best practices, transcript/voice analytics, and optimization of communication platforms.
• Present findings, trends, and recommendations to leadership, driving accountability for customer experience outcomes.

About You

Qualifications

• 5 years of experience in customer experience, quality assurance, or related roles, with at least 2 years in a leadership/management capacity.
• Proven expertise in customer research, quality monitoring, data analysis, and experience design.
• Strong stakeholder management, executive communication, and storytelling skills.
• Demonstrated ability to lead cross-functional projects and drive results without direct authority.
• Experience in Sales, Contact Center, or digital customer engagement environments strongly preferred.
• Familiarity with AI-driven customer engagement tools and quality frameworks preferred.
• Bachelor's degree required; MBA or advanced degree preferred.

Skills

• CX strategy, VoC program management, and QA methodologies across calls, chat, email, SMS, and AI-driven customer interactions.
• Strong analytical and problem-solving skills; ability to translate data into actionable recommendations.
• Proficiency with QA and VoC platforms (nice to have if Observe.AI), survey tools, call monitoring software, AI analytics, and reporting dashboards.
• Expertise in survey design, sampling logic, A/B testing, and usability testing.
• Ability to influence stakeholders at all levels and drive adoption of customer-centric initiatives.
• Skilled in developing QA frameworks for both human and AI-assisted customer engagements.

How we will take care of you

Everyone at Caribou is a valued team member. Our compensation and benefits package includes:

• Competitive compensation: $90k - $110k
• Eligible for annual performance-based incentive
• Equity options
• 401(k) retirement plan
• Generous paid time off including Flexible Time Off (FTO) for all employees and 100% paid parental leave for all parents
• Exceptional benefits including highly subsidized medical, dental, and vision plans, and fully company-paid mental health, disability, and basic life insurance
• Optional benefits to suit your individual circumstances such as HSAs (with Caribou HSA contributions), FSAs, supplemental life and health, legal, and pet insurance
• Up to $1,000 per year for eligible professional development expenses
• Employee referral program

Salary : $90,000 - $110,000