The Role

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The Block Customer Operations Quality Management (QM) program plays a key role in bringing that mission to life for our customers. The Quality Management team's role is to monitor customer interactions from our voice, messaging, email, and social channels and measure adherence to business-level processes, regulatory requirements, and customer experience expectations, to ensure our business interactions are compliant and deliver an exceptional customer experience.

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We're seeking an experienced QM Excellence Coordinator to join our team. The ideal candidate will have a strong background in quality management, customer operations strategy, and performance analytics. In this role, you will be responsible for developing and implementing comprehensive quality management strategies across Customer Operations, driving CSAT capabilities, and ensuring standardization of quality processes. You will work cross-functionally and aid in identifying goals and opportunities within the Quality Management organization. You will support, develop and document strategies for achieving these goals, support the execution of these initiatives and drive alignment and focus to improve the customer experience and maintain quality-focused outcomes. This position requires analytical expertise, and the ability to collaborate effectively with stakeholders across the organization to enhance customer experience through data-driven quality initiatives.

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You Will

• Manage and refine QM strategy across Customer Operations to align with business objectives and customer experience goals
• Partner with teams within Quality Management and Governance umbrella to ensure business continuity and strategic alignment
• Understand the business and organizational strategy and roadmap for the abstraction you support
• Successfully exert subject matter expertise and the ability to drive focus and strategic alignment
• Drive CSAT capabilities and standardization across Customer Operations teams, ensuring consistent quality measurement and improvement processes
• Support programmatic initiatives within the AI space
• Provide periodic strategy progress updates to key stakeholders, presenting insights, metrics, and recommendations for continuous improvement
• Work closely with various stakeholders and leaders to help identify opportunities, inefficiencies and solve strategic problems across quality management
• Oversee QM headcount and capacity planning, ensuring optimal resource allocation and operational efficiency
• Define and manage saturation and sampling approaches for quality assessments, establishing methodologies that provide accurate and actionable insights
• Collaborate cross-functionally with operations leaders, analytics teams, and other stakeholders to identify quality improvement opportunities
• Develop and maintain quality frameworks, processes, and documentation to support scalable operations
• Analyze quality trends and performance metrics to inform strategic decisions and drive operational excellence

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You Have

• 3+ years of proven collaboration and teamwork skills in a professional environment
• 3+ years of experience in quality management, customer operations, or related strategic roles with demonstrated success in process improvement and standardization
• 3+ years of experience demonstrating strong executive presence, communication, and stakeholder management skills
• Demonstrated expertise in CSAT measurement, quality assurance methodologies, AI, and sampling strategies
• Demonstrated strategic planning skills with experience in data-driven decision making
• Experience with capacity planning, resource management, and operational forecasting
• And drive initiatives from conception to execution
• Exceptional capability managing multiple ongoing projects and programs
• Proficiency working in a collaborative, team-oriented environment while also contributing individually

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