New York - Hybrid

Location: New York, San Francisco

The job in one line: be the quality function for a large outsourced calling operation serving tens of thousands of creators; help make that operation deliver results and better leverage AI.

Must-Have Skills

• 8+ years in consulting with direct accountability for an operation delivered by a third party, or similar tenure in outsourcing, vendor or programme management
• Quantitative, analytical skills (eg, consulting, analytics, data science, finance)
• Experience building quality or measurement frameworks and turning insight into measurable results
• Project/ program management or management consulting

Nice-to-have Skills

• Ability / experience vibe coding
• Experience working in a large modern tech business
• Applying AI or automation in an operational setting
• Operations tooling, product management
• Experience of the creator economy, influencer marketing or digital partnerships

What our team does

• Our Scaled Partnerships team's mission is to act as the best growth engine for business critical creators.
• Most creators will never have a dedicated partner manager, so we reach them at scale instead: outsourced teams of trained specialists phone and email them, help them understand the products available to them, and support them in growing their audience and their earnings.
• That operation is delivered by outsourcing partners running teams for us in North America, Latin America, Europe and Asia, and overseen by regional leads who own the outcomes in their regions.
•  We set the strategy, the standards and the measurement.
• This role holds the quality bar across the whole operation and helps the team run it more effectively. It is a 10 month contract covering the current post-holder's parental leave.

The shape of the job

• You will work through outsourcing partners, regional leads and internal specialist teams in a fast-paced, cross-functional environment.
• Regional leads own their results; you own an independent, evidence-based view of where quality and product outcomes are falling short, and the recommendations that close the gap.
• The person who does well here is able to combine intuition, data and domain expertise to deliver results, is comfortable in operational detail, and is able to bring others along without direct authority.

Key responsibilities

• [~50% of time] Quality and product outcomes
• Own the quality measurement system for the calls: an automated evaluation that scores close to every recorded call, with a human review loop that keeps it honest, and the standard both hold the operation to
• Run a monthly quality review across sites and product focuses: how quality is trending, where it is not meeting the bar, and the top three recommendations to adjust globally. Regional leads and partners then own the fix and account for the result
• Maintain and sharpen the metrics that show whether a call changed what a creator went on to do, simple enough that regional leads and partners manage to them month on month but sophisticated enough to actually deliver the outcomes we care about
• Analyse and understand what’s happening on our calls to find what drives outcomes, and feed it back into our treatments - scripts, training and the pitch - working with the teams who own them

[~50% of time] Operations, innovation and AI

• Bring AI further into the operation, including AI-assisted and AI-native calling, working through vendor, privacy and contracting requirements properly rather than around them
• Work with engineering and operations on the tooling and processes that reduce manual load on regional leads; accept a workaround with an explicit expiry date, not a permanent one
• Support the operating rhythm with partners, including performance management of partner delivery against target
• Take on cross-cutting priorities as they arise, shaped to the strengths of the person in the role

What good looks like

• First quarter: the quality system and reporting picked up with no break in the rhythm partners rely on, and the first monthly quality reviews landed
• Through the year: measurable improvement in creator outcomes on priority products, cost per acquisition held at or below benchmark, and visible reduction in manual operational load
• At the end: everything documented and running without you, handed back to the standard it was handed over
• You would be measured on movement in creator outcomes by product, the coverage and accuracy of the quality system, the adoption of quality recommendations by regions and partners, cost per acquisition, and delivery on operational and AI initiatives.

Minimum experience

• 8+ years in consulting with direct accountability for an operation delivered by a third party, or similar tenure in outsourcing, vendor or programme management
• A strongly quantitative, analytical approach: able to frame a question, interrogate the answer, and say honestly how much confidence it deserves
• Experience building quality or measurement frameworks and turning insight into scaled, measurable results
• A track record of delivering through teams outside your reporting line, across several countries and time zones
• Comfortable inheriting live work mid-flight, where priorities move and the pace is unrelenting
• Project/ program management or management consulting

Preferred experience

• Experience working in a large modern tech business
• Applied AI or automation in an operational setting
• Operations tooling, product or programme management in a modern tech business
• Experience of the creator economy, influencer marketing or digital partnerships
• Ability / experience vibe coding