Program Manager - Customer Support Quality

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 leve…