Staff Platform Manager, Quality

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Staff Platform Manager, Quality based in the United States.** This role offers the opportunity to shape the future of quality management platforms that support global customer operations. The Staff Platform Manager, Quality will lead the strategy, roadmap, and execution of technology solutions that improve service quality at scale. You will collaborate with engineering, operations, and cross-functional teams to build intelligent tools that enhance performance and operational excellence. This position combines product leadership, AI-powered technology expertise, and data-driven decision-making within a highly collaborative environment. You will own critical platform capabilities, define long-term strategies, and ensure solutions deliver meaningful value to operational teams. The ideal candidate is a strategic product leader who thrives in ambiguity, enjoys solving complex problems, and can translate user needs into scalable solutions. This is an opportunity to influence innovative products while improving experiences for millions of users through better technology and service quality. ### Accountabilities: The Staff Platform Manager, Quality will own the vision, strategy, and delivery of quality-focused technology platforms that enable operational teams to improve performance and deliver consistent service experiences. This role requires strong product leadership, technical understanding, and the ability to drive alignment across multiple stakeholders. - Define and execute the overall strategy and roadmap for quality tooling platforms, ensuring solutions meet the needs of operational users. - Champion the needs of quality analysts, team leads, agents, and operations leaders by translating user insights into product opportunities. - Develop prioritization frameworks and make strategic capability decisions that balance immediate business value with long-term scalability. - Lead end-to-end automation initiatives that improve quality evaluation processes and enable better performance measurement at scale. - Partner closely with engineering teams to design, build, and improve AI-powered products and quality capabilities. - Analyze model outputs, user feedback, and performance data to identify opportunities for improving AI-driven solutions. - Establish product quality standards, define success metrics, and ensure delivered solutions are intuitive, reliable, and effective. - Conduct user research by observing workflows, gathering feedback, and identifying opportunities to improve operational experiences. - Connect quality insights with broader performance management systems, including coaching and supervisor tools. - Manage relationships with external partners, driving improvements, resolving issues, and aligning priorities. - Build cross-functional alignment across product, engineering, operations, and leadership teams. - Communicate roadmap decisions, progress, risks, and strategic recommendations to stakeholders and executives. ## **Requirements:** The ideal candidate is an experienced product leader with a strong background in AI-powered products, platform strategy, and data-driven decision-making. You should be comfortable navigating complex environments, influencing technical teams, and delivering scalable solutions that create measurable business impact. - 9+ years of product management experience, ideally with exposure to quality, operations, workflow, or data-driven platforms. - Deep experience working with machine learning or AI-powered products, including model improvement, evaluation frameworks, performance analysis, and automation quality. - Proven ability to partner effectively with engineering teams and drive technically complex product initiatives. - Strong analytical and problem-solving skills with a data-driven approach to prioritization and decision-making. - Experience defining produ…