at Pinterest, Inc. in Chicago, Illinois, United States
Job Description
About Pinterest:
Millions of people across the world come to Pinterest to find new ideas every day. It's where they get inspiration, dream about new possibilities and plan for what matters most. Our mission is to help those people find their inspiration and create a life they love.In your role, you'll be challenged to take on work that upholds this mission and pushes Pinterest forward. You'll grow as a person and leader in your field, all the while helpingPinnersmake their lives better in the positive corner of the internet.
Creating a life you love also means finding a career that celebrates the unique perspectives and experiences that you bring. As you read through the expectations of the position, consider how your skills and experiences may complement the responsibilities of the role. We encourage you to think through your relevant and transferable skills from prior experiences.
Our new progressive work model is called PinFlex, a term that's uniquely Pinterest to describe our flexible approach to living and working. Visit our PinFlex landing page to learn more.
This role is positioned within the Program Management Team in the SMB sales division. As the Global Quality Assurance Program Manager Lead, you'll be tasked with overseeing the entire quality assurance process for Pinterest's rapidly expanding global SMB sales force, composed mainly of outsourced sales representatives. In this pivotal role, you will take full ownership of our global quality standards and CSAT/NPS strategies, collaborating with our vendor QA teams across NAMER, EMEA, LATAM, and APAC to ensure uniformity and scalability of processes.
What You'll Do:
Evolve and own end-to-end our SMB Quality Assurance strategy by establishing priorities, a project roadmap and monitoring the day-to-day team execution through OKRs across multiple global vendor locations. Analyze performance data and feedback from QA teams and sales stakeholders to pinpoint deficiencies in current QA programs, proposing and implementing scalable improvements.
Collaborate with global sales and cross-functional teams to analyze current sales motions, product launches, and customer engagement strategies, enhancing understanding of global trends and informing strategic decision-making.
Design and implement standardized scorecards that enable the tracking of global trends and facilitate strategic comparisons and insights across different regions.
Work in partnership with the sales enablement team to integrate findings from root cause analyses into training programs, boosting sales effectiveness and customer satisfaction.
Design programs that introduce new QA tools, including automated solutions and AI-driven methodologies, to enhance quality assessments and operational efficiency.
Refine and improve the methods for collecting and analyzing customer satisfaction (CSAT) and Net Promoter Score (NPS) data. Identify key satisfaction drivers and lead cross-functional initiatives aimed at improving these metrics, fostering a stronger customer-centric culture within the organization.
What We're Looking For:
7+ years experience in a high-performance scalable operation in Quality Assurance, preferably in Sales.
Proven experience in implementing, managing, and refining Quality Management Systems (QMS) including the setup of audit routines, process documentation, and continuous improvement mechanisms.
Proficiency in utilizing tools to monitor quality audits and CSAT/NPS results, like Gong.io and Medallia.
Ability to translate quality insights into actionable plans that align with business goals and priorities.
Experience in identifying and mitigating risks in sales processes, developing preventive strategies, and managing non-conformities through corrective actions and root cause analysis to prevent future issues.
Exceptional communication, presentation and organizational skills, with the ability to manage multiple projects and priorities simultaneously.
Attention to detail and maintaining a high-quality bar.
Excels in execution, establishing priorities and meeting swift deadlines at a fast pace, in a rapidly changing environment.
English proficiency.
Salesforce proficiency is a plus.
Relocation Statement:
This position is not eligible for relocation assistance. Visit... For full info follow application link.
Pinterest is an equal opportunity employer and makes employment decisions on the basis of merit. We want to have the best qualified people in every job. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic under federal, state, or local law. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you require an accommodation during the job application process, please notify accessibility@pinterest.com for support.
