Associate Manager, Training and Quality

Summary

Join Patreon as an Associate Manager, Training and Quality, based in San Francisco or New York (hybrid or remote US). You will develop and execute training and quality assurance programs for the Product Support team, ensuring agents deliver exceptional customer support. Lead and coach a team of trainers and QA analysts, fostering a high-performance environment. Collaborate with cross-functional teams to align initiatives with company goals. This role requires 5+ years of experience in training or quality assurance within customer support, ideally in tech or startup environments. You'll leverage data analysis to improve processes and demonstrate strong communication and collaboration skills.

Requirements

• 5+ years of experience in training, quality assurance, or a related role within customer support or service operations, ideally in tech or startup environments with BPO teams
• Proven program management and leadership experience, ideally managing a team that drives performance excellence and customer satisfaction
• Proven ability to leverage data analysis to implement process and policy improvements
• Passionate about providing best-in-class customer experiences in various settings
• Strong analytical skills and experience with Training and QA metrics and performance management
• Excellent verbal and written communication skills, with a talent for delivering constructive feedback
• Collaborative mindset, with the ability to work cross-functionally and align team initiatives with broader organizational goals
• Strong communication and collaboration skills to build alignment and foster teamwork across stakeholders
• Commitment to Patreon's mission of supporting creators, with a focus on building an inclusive, high-performing support environment

Responsibilities

• Develop and execute comprehensive Training and Quality Assurance programs with Product Support leadership, including onboarding and ongoing skill development
• Lead, coach, and develop a small team of trainers and QA analysts, fostering a high-performance and collaborative environment
• Manage end-to-end ownership of the training and quality assurance programs, overseeing the creation, delivery, and assessment of curriculums and rubrics
• Collaborate with internal and external teams departments including Product, Engineering, and Payments Operations to ensure alignment of training and quality programs and results with company objectives
• Adapt training to support new product launches, process changes, and evolving customer expectations, leveraging cross-functional expertise as needed
• Establish, document, and maintain quality standards, ensuring consistency in support agent performance and customer satisfaction
• Conduct ongoing audits of training and quality assurance programs, identifying opportunities for continuous improvement
• Partner with Product Support leadership to set performance benchmarks, analyze metrics, and address identified knowledge or performance gaps
• Refine training materials, methods, and tools using data-driven insights, adapting to evolving business needs and customer feedback
• Manage program reporting, providing leadership with insights on training progress, quality standards, and areas for improvement

Benefits

• Unlimited paid time off
• Company holidays and recharge days
• Commuter benefits
• Lifestyle stipends
• Learning and development stipends
• Patronage
• Parental leave
• 401k plan with matching
• Healthcare
• Equity plans