Program Manager - Customer Support Quality

Program Manager - Customer Support Quality

You will support a global customer support operation with our client's team, focused on delivering high-quality experiences across both human-assisted and AI-powered support channels. You will partner with external delivery teams and internal stakeholders to monitor performance, conduct quality reviews, manage escalations, improve support content and processes, and strengthen AI-enabled workflows. You'll use customer and case data to identify trends, uncover gaps, and drive actionable improvements while helping support teams remain compliant, well-trained, and prepared to deliver consistent customer experiences at scale.

Responsibilities include:

• Partner with delivery teams to conduct quality coaching, case reviews, and performance assessments.
• Identify support-quality gaps and develop improvement plans that increase customer satisfaction and case resolution.
• Manage case, technical, and executive escalations, coordinating with cross-functional stakeholders to drive timely resolution.
• Monitor customer satisfaction, case resolution, quality, and AI-supported performance metrics.
• Review and maintain internal and external support documentation, processes, and training content.
• Support advocate readiness, training, content clarity, and process improvements.
• Contribute to AI migration, Copilot readiness, agent-assist, and other digital transformation initiatives.
• Audit AI-generated versus human-supported responses and evaluate the effectiveness of AI-to-human handoffs.
• Identify opportunities to improve AI-supported customer experiences, quality, trust, and resolution rates.
• Analyze customer feedback, case trends, and operational data to identify recurring issues and recommend improvements.
• Conduct audits and compliance checks to ensure adherence to established processes and policies.
• Collaborate across delivery partners, operations, product, and other stakeholder groups to implement process and workflow improvements.
• Manage multiple workstreams in a complex, global environment while maintaining strong attention to detail.
• Communicate findings, recommendations, and business impacts clearly to stakeholders at various levels.

Required qualifications include:

• 2+ years of experience in customer support, advertising support, contact-center operations, or a closely related environment.
• Experience focused on 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 verbal and written communication skills.
• Ability to analyze data, identify trends and gaps, and translate findings into actionable improvements.
• Demonstrated ability to manage escalations and remain calm and professional in high-sensitivity or high-urgency situations.
• Strong collaboration and relationship-building skills across teams and organizational levels.
• Ability to work independently, prioritize competing responsibilities, and proactively communicate.
• Experience managing multiple workstreams in complex or ambiguous environments.
• Ability to collaborate across multiple time zones, including occasional early-morning meetings.
• Fluent English communication skills, both written and verbal.

Preferred qualifications include:

• Experience in the advertising industry, particularly digital, search, or online advertising.
• Contact-center quality management, coaching, or case-review experience.
• 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/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 supporting global customer operations.

Salary range: 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 salary range is $100,000 $105,000 per annum. 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 salary and job title may vary depending on the selected candidate's qualifications and could fall outside the stated range.

Equal Opportunity Employer: Blueprint Technologies, LLC is an equal employment opportunity employer. Qualified applicants are considered without regard to race, color, age, disability, sex, gender identity or expression, orientation, veteran/military status, religion, national origin, ancestry, marital, or familial status, genetic information, citizenship, or any other status protected by law.