CX Quality Manager

Were looking for a data driven Project Manager to lead customer experience projects and manage our Qualitative Insights (QI) team. This role combines strategic thinking, strong data intuition, and a deep understanding of user experience.

What you'll be doing:
Lead and manage customer experience projects end-to-end, from ideation through execution.
Use data and qualitative input to identify pain points and prioritize initiatives that will move the needle most.
Ask the right investigative questions to uncover root causes, user needs, and high-impact opportunities.
Build and maintain clear project frameworks (Gantt, roadmaps, trackers, etc).
Collaborate across all departments in the company, including Operations, Merchants, Marketing etc.
Work with stakeholders at all levels from operational staff to senior leadership.

Qualitative Insights Team Leadership:
Lead the QI team, responsible for analyzing and summarizing customer feedback from multiple channels.
Turn qualitative input into actionable insights that drive improvements and change across the organization.
Ensure consistent quality and strategic alignment in all team deliverables.
Build processes and frameworks for how qualitative insights are gathered, presented, and implemented.