Who You Are

You are a strategic and people-focused leader who is passionate about helping teams grow through structured coaching, performance insights, and continuous improvement. You have a deep understanding of what drives strong customer interactions and are energized by translating performance data into meaningful development opportunities for individuals and teams.

You are both analytical and empathetic. You enjoy identifying patterns in quality evaluations, customer feedback, and operational metrics, and using those insights to design programs that elevate performance at scale. At the same time, you understand the human side of coaching and are skilled at partnering with managers to build confidence, strengthen communication skills, and support professional growth across teams.

You thrive in collaborative environments and are comfortable working across functions to drive change. You are excited by the opportunity to build structured improvement programs that help teams consistently deliver exceptional customer experiences while strengthening coaching practices across the Customer Success Organization.

Your Success Profile

What You Will Work On

• Lead and develop a team of Continuous Improvement Coaches, creating a high-performing culture centered on growth, accountability, and coaching excellence
• Define and evolve the coaching and continuous improvement strategy across the Customer Success Organization
• Design scalable coaching frameworks and performance improvement programs that drive measurable impact on customer and business outcomes
• Partner with QA, Performance Insights, and CSO leadership to identify organizational performance trends and translate insights into targeted development strategies
• Influence and strengthen coaching capabilities across the organization by equipping leaders and managers with effective feedback and performance development practices
• Drive consistency in coaching standards, methodologies, and performance expectations across teams
• Use quality insights, customer feedback, operational metrics, and behavioral trends to proactively identify opportunities for performance improvement
• Partner cross-functionally with Operations, Enablement, and Customer Experience leadership to align coaching initiatives with broader CX and business strategy
• Establish mechanisms to measure coaching effectiveness, behavior change, and performance outcomes at both the individual and organizational level
• Champion a culture of continuous improvement by embedding data-driven coaching and development practices into the day-to-day operation of the CSO

How You Will Do Your Work

As a Manager, Quality Assurance – Sales, your success will be driven by:

• Consultative Approach – You partner closely with cross-functional stakeholders to understand business goals, operational challenges, and team performance needs, designing coaching and continuous improvement strategies that drive measurable impact.
• Accountability – You view coaching and continuous improvement as critical drivers of organizational success and uphold high standards for performance, development, and execution.
• Adaptability – You thrive in fast-paced environments and can evolve coaching strategies, processes, and programs as business priorities, customer needs, and operational dynamics change.
• Solution-Orientation – You proactively identify performance gaps, operational inefficiencies, and development opportunities, implementing scalable solutions that improve team effectiveness and customer outcomes.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• 5+ years of experience in Customer Experience, Customer Success, Quality, or Coaching environments
• 2+ years of experience leading teams or managing coaching or performance improvement programs
• Strong understanding of customer interaction quality and performance development practices
• Ability to translate data and insights into practical coaching strategies
• Strong communication and stakeholder management skills
• Experience working cross-functionally to drive organizational change

#LI-Hybrid #LI-KC2

The base wage range for this position based in our New York City Office is targeted at $122,000.00 to $134,200.00 per year.