The DSP Performance Operations team is seeking an experienced and strategic Manager III, Operations Quality & Training to lead critical quality assurance and information-scaling functions. This is a people manager role responsible for building, developing, and leading a high-performing team. The role owns two key pillars: (1) the quality of Specialist event and case work, (2) closed-loop reduction of escalations and rejected dispute approvals and (2) ensuring Scorecard changes and improvements are effectively scaled and communicated across the DSP Organization, Business Coach (BC), Ops Partners, and DSP/DA Training teams.
As the Performance Operations organization prepares to launch and roll out its Global Scorecard Product, this role will be instrumental in scaling the Perf Ops Quality Program and Training Materials globally. The successful candidate will help define and operationalize quality standards that translate across geographies, ensuring consistency and excellence as the product expands into new markets.
Additionally, this role will drive the optimization of Ops functions through ML and AI automation, identifying opportunities to reduce manual effort, improve accuracy, and increase operational efficiency. The successful candidate will be a builder who thrives in ambiguity, is passionate about operational excellence, and can drive measurable improvements across multiple teams. They will bring deep experience in quality program management, strong analytical skills, and the ability to influence without authority. This leader will serve as the central point of coordination between the Scorecard team, Operations Specialist and downstream partners, ensuring accuracy, clarity, and timely dissemination of updates to external-facing resources such as Metric Guides and Companion tools to limit metric confusion and enable self-service learning and coaching tools.
Key job responsibilities
- Lead, coach, and develop a team of quality specialists and program managers, fostering a culture of ownership, continuous improvement, and operational excellence
- Own the end-to-end quality assurance program for Specialist event and case work, ensuring accuracy, consistency, and adherence to standards
- Design and continuously improve QR frameworks, calibration processes, and audit methodologies
- Lead QR calibration sessions with Ops Leaders and LMAQ partners to align on quality expectations and scoring consistency
- Analyze quality trends, identify root causes of defects, and develop corrective action plans
- Establish and track quality KPIs, providing regular reporting and insights to leadership
- Lead the scaling of Scorecard information and best practices across the DSP Organization, Business Coach, and Ops Partners teams, ensuring changes are clearly communicated so partner teams can update their materials accordingly
- Drive improvements to external-facing resources such as Metric Guides, DSP Companion tools, and other DSP reference materials
- Scale the Perf Ops Quality Program globally in support of the Global Scorecard Product launch and rollout
- Identify and drive opportunities to optimize Ops functions through ML and AI automation, partnering with technology teams to evaluate, pilot, and scale AI-driven solutions
