Senior Manager, CXO Quality Assurance
BILL
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BILL is a leader in financial automation software for small and midsize businesses (SMBs). As a champion of SMBs, we are dedicated to automating the future of finance so businesses can thrive. Hundreds of thousands of businesses trust BILL solutions to manage financial workflows, including payables, receivables, and spend and expense management. With BILL, businesses are connected to a network of millions of members, so they can pay or get paid faster. Through our automated solutions, we help SMBs simplify and control their finances, so they can confidently manage their businesses, and succeed on their terms.
BILL is a trusted partner of leading U.S. financial institutions, accounting firms, and accounting software providers. We have operations in San Jose, CA, Draper, UT, Houston, TX and are continuing to expand into other geographic locations. If you’re looking for a place that helps you do the best work of your career, look no further than BILL.
Make your impact within a rapidly growing Fintech Company
BILL is looking for an experienced quality leader with prior people management experience to lead a team of quality analysts and supervisors within the CXO team. This position requires prior experience in customer support quality operations. In collaboration with CXO leaders and cross-functional teams across BILL, this individual will be responsible for verifying that operational output and customer experience are world-class.
The Senior Manager, CXO Quality Assurance will lead the entire quality assurance program, championing a culture of excellence within the CXO team. QA team will have shared goals with our CARE team and operations teams, ensuring appropriate quality programs with actionable insights are in place and bringing thought leadership to all areas of customer experience operations. This role is crucial in holding ourselves accountable to a standard that complements our brand and finding proactive tactics to put QA at the forefront of our operations.
Key Responsibilities:
- Champion a culture of excellence within QA, ensuring every CXO team member strives for excellence.
- Hold the leaders accountable to standards that complement the brand.
- Develop and implement QA strategies in collaboration with CXO leaders.
- Establish and enforce SOPs to ensure consistent and efficient quality methods.
- Collaborate with Training and Development leaders to assess and address training quality.
- Identify quality-related training needs and drive actions with relevant departments.
- Validate the effectiveness of feedback and coaching on quality metrics.
- Recommend corrective actions for performance issues.
- Create and action QA strategies and plans for all skills and groups, including partners.
- Conduct annual evaluations and critiques of QA strategies and techniques.
- Implement quality improvement studies and lead activities with customer feedback and NPS data.
- Apply TQM principles to continuous improve processes and customer experience.
- Select and onboard new QA Analysts and Supervisors in coordination with staffing and hiring needs.
- Ensure staff and agents understand QA guidelines through training and tools.
- Reinforce compliance with QA programs and action plans within Operations.
- Track and ensure team deliverables are met and monitor QA team performance.
- Conduct QA calibration sessions with management and teams to ensure consistent delivery and compliance with regulations.
- Track QA and operations performance based on KPIs.
- Provide regular reports on QA team calibration with guidelines.
- Ensure the accuracy and timely delivery of reports with trends.
- Drive internal calibration sessions with partners.
We’d love to chat if you have:
- 4+ years of experience in Customer Support Quality Assurance in a multinational public company. Experience in financial technology solutions is a plus.
- People management skills and experience are required.
- Experience leading a 15+ person team consisting of managers, supervisors, and/or individual contributors.
- QA tools and processes/certifications preferred.
- Strong influencing skills, with or without authority, to bring teams to agreement.
- Excellent communication skills, both written and verbal, and confidence in presenting in group settings.
- Experience with MaestroQA or similar software highly desirable
- Aspirations and prior experience to drive improvements by leveraging technology will be a big plus
Our ranges for each role and job level are based on a variety of factors including candidate experience, expertise, and geographic location and may vary from the amounts listed below. The role is also eligible for a competitive benefits package that includes: medical, dental, vision, life and disability insurance, 401(k) retirement plan, flexible spending & health savings account, paid holidays, paid time off, and other company benefits. The estimated salary ranges noted below roles in the specific geographic zones
Let’s talk about benefits
- 100% paid employee health, dental, and vision plans (choose HMO, PPO, or HDHP)
- HSA & FSA accounts
- Life Insurance, Long & Short-term disability coverage
- Employee Assistance Program (EAP)
- 11+ Observed holidays and wellness days and flexible time off
- Employee Stock Purchase Program with employee discounts
- Wellness & Fitness initiatives
- Employee recognition and referral programs
- And much more
For positions that are in office we support a hybrid work environment with on-site and remote work days. Check out our LinkedIn Life Page for each location and discover BILL.
We live our culture and values every day
At BILL, we’re different by design—it's our culture. Our CEO is a trusted entrepreneur who lives our cultural values: Humble, Authentic, Passionate, Accountable, and Fun. People here love being their authentic selves, contributing unique experiences, sharing ideas, perspectives, and intellectual curiosity. We celebrate our diversity as the heart and soul of how we work, grow, and succeed together. Inspiring people with meaningful career experiences they love really does make the dream work and our successes just keep getting better. There’s no limit to what we can build and where we can go from here. We’d love you to join us.
BILL is proudly an Equal Opportunity Employer where everyone is welcome. Our innovation and technology are inspired by an inclusive culture unlike any other. Everyone brings a different personal story and perspective and this diverse mix of minds, backgrounds, and experiences is where our greatest ideas come from. We welcome people of all races, ethnicities, ages, religions, abilities, genders, and sexual orientations to make us an even more vibrant company. We want everyone to bring their authentic selves here, to share our values, shape our vision, drive innovation, and become part of a culture we celebrate every day.
Our promise to our candidates is to be transparent, diligent, and engaging while guiding individuals through each step of our hiring process. At BILL we strive to achieve an inclusive and positive candidate experience that aligns with our core values and focuses on diversity.
If you require a reasonable accommodation for your application, interviews, or another aspect of the hiring process, please contact interviewaccommodations@hq.bill.com.
BILL Culture:
- Humble - We check our egos at the door. We are curious. We listen, accept feedback.
- Authentic - We earn and show trust by being real—embracing our authentic selves.
- Passionate - We care deeply about each other and our customers.
- Accountable - We are duty-bound to each other, our customers, and society.
- Fun - We wrap it all together by building connections and enjoying time spent together.
Our Applicant Privacy Notice describes how BILL treats the personal information it receives from applicants
This job is no longer accepting applications
See open jobs at BILL.See open jobs similar to "Senior Manager, CXO Quality Assurance" Scale Venture Partners.
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