Program Manager - Customer Support Quality

Redmond, WA About Blueprint Blueprint is a technology solutions firm headquartered in Bellevue, Washington, with teams across the United States. We help organizations turn complex challenges into meaningful outcomes by connecting strategy and execution across AI, cloud, data, product development, and emerging technology. Our culture is built by people who care deeply about doing exceptional work. We set high standards, take ownership, and continually challenge ourselves and one another to be better. We work hard, support each other, and take genuine pride in what we deliver for our clients, partners, and teams. At Blueprint, you’ll work alongside talented people with different experiences, expertise, and perspectives. You’ll have opportunities to take on meaningful challenges, expand your skills, and see the impact of what you build. Bring your perspective. Raise the standard. Build what matters. About the Role As a Program Manager supporting Customer Support Quality , you’ll help strengthen a global customer support operation spanning human-assisted and AI-powered support channels. You’ll monitor service quality, manage escalations, evaluate performance, and use customer and case data to identify opportunities to improve satisfaction, resolution, and operational consistency. You’ll work closely with external delivery teams and internal stakeholders across operations, product, and other partner groups. Your work will help support teams remain prepared, compliant, and equipped with effective processes, training, content, and AI-enabled tools. What You'll Do Partner with delivery teams to conduct case reviews, performance assessments, quality coaching, and improvement planning. Identify support quality gaps and implement plans that improve customer satisfaction and case resolution. Manage case, technical, and executive escalations by coordinating with cross-functional stakeholders to drive timely resolution. Monitor customer satisfaction, case resolution, service quality, and AI-supported performance metrics. Review and maintain support documentation, processes, training materials, and internal and external content. Improve advocate readiness through training, clearer content, and more effective support processes. Contribute to AI migration, Copilot readiness, agent-assist, and other digital transformation initiatives. Audit AI-generated and human-supported responses to assess quality, accuracy, trust, and effectiveness. Evaluate AI-to-human handoffs and recommend improvements to the customer experience and resolution process. Analyze customer feedback, case trends, and operational data to identify recurring issues and recommend actionable improvements. Conduct audits and compliance reviews to confirm adherence to established policies and processes. Collaborate with delivery partners, operations, product, and other stakeholder groups to implement process and workflow improvements. Manage multiple workstreams in a complex, global environment while maintaining accuracy and attention to detail. Clearly communicate findings, recommendations, and business impact to stakeholders at different organizational levels. What You'll Bring At least 2 years of experience in customer support, advertising support, contact-center operations, or a closely related environment. Experience in support delivery, quality management, performance improvement, or operational excellence. Hands-on familiarity with online advertising platforms, search advertising, or digital advertising operations. Experience using AI, Copilot, agent-assist, or similar AI-enabled tools to support customer service or business processes. Strong written and verbal communication skills in English. Ability to analyze data, identify trends and gaps, and translate findings into actionable improvements. Demonstrated ability to manage escalations calmly and professionally in sensitive or urgent situations. Strong collaboration and relationship-building skills across teams and organizational levels. Ability to work independently, prioritize competing responsibilities, and communicate proactively. Experience managing multiple workstreams in complex or ambiguous environments. Ability to collaborate across multiple time zones, including attending occasional early-morning meetings. Preferred Qualifications Experience in digital, search, or online advertising. Experience with contact-center quality management, coaching, or case reviews. Experience supporting AI transformation, Copilot adoption, agent-assist platforms, or similar initiatives. Familiarity with Microsoft Advertising, Google Ads, or another major online advertising platform. Microsoft Advertising or Google Ads accreditation or certification. Bachelor’s degree in Business Administration or a related field. PMI or PMP certification. Experience with continuous improvement methodologies or operational excellence programs. Experience working with global delivery partners or distributed support organizations. Additional language proficiency that supports global customer operations. Compensation At Blueprint, we strive to offer competitive pay that reflects the value of our team members. Compensation for this role is influenced by a variety of factors, including skills, education, responsibilities, experience, and geographic market. For candidates based in Washington State, the anticipated compensation range is $48.08 to $50.48 USD per hour. Please note that we typically do not hire new employees at the top of the posted range. Actual starting pay will be determined based on experience, skills, and internal equity. The final compensation and job title may vary depending on the selected candidate’s qualifications. Location and Work Arrangement This is a hybrid position based in Redmond, Washington, with three days per week onsite. The role supports a global operation and requires collaboration across multiple time zones, including occasional early-morning meetings. Blueprint believes that healthy, supported employees do their best work. Eligible employees have access to a comprehensive benefits package that may include: Medical, dental, and vision coverage Flexible Spending Account (FSA) Competitive paid time off Parental leave Professional growth and development opportunities Benefits and eligibility may vary based on role, employment status, and location. Blueprint Technologies, LLC is an equal opportunity employer. We consider qualified applicants without regard to race, color, religion, sex, pregnancy, childbirth or related medical conditions, sexual orientation, gender identity or expression, national origin, ancestry, age, disability, genetic information, marital or familial status, military or veteran status, citizenship status, or any other characteristic protected by applicable law. We may use AI-assisted tools to support parts of the recruiting process, including identifying and evaluating candidates based on job-related qualifications and experience. Human recruiters and hiring managers remain actively involved in all hiring decisions. If you require a reasonable accommodation during the hiring process, please contact View email address on click.appcast.io. #J-18808-Ljbffr Blueprint Technologies