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QA Engineer

• Lead and continuously evolve Caraway's Quality Assurance program across our in-house team and BPO partners, building scalable processes that drive exceptional customer experiences.
• Manage, coach, and develop our Senior QA Associate, while partnering with our Senior CX Manager to ensure consistent quality standards, effective coaching, and ongoing performance improvement.
• Develop and maintain QA frameworks, scorecards, calibration sessions, and feedback loops that drive consistency, accountability, and continuous improvement.
• Analyze QA performance, customer feedback, and operational trends to identify root causes, measure customer impact, and deliver actionable recommendations to CX leadership and cross-functional partners.
• Partner closely with our Senior QA Enablement Manager to identify coaching opportunities, validate training effectiveness, and ensure our knowledge base, macros, and support content remain accurate, customer-first, and aligned with company policies.
• Own quality oversight for AI-powered customer experiences, including chatbots, automations, and AI-assisted responses, continuously improving accuracy, tone, resolution quality, and escalation logic.
• Ensure a consistent Caraway experience across all customer touchpoints by auditing interactions across internal teams, BPO partners, marketplaces, and third-party support channels for quality, compliance, and brand voice.
• Partner with CX leadership to review and improve customer-facing policies, macros, and workflows, ensuring they scale quality, enable agents, and support operational excellence.
• Lead regular quality reporting, business reviews, and calibration sessions, communicating performance trends, customer insights, and improvement opportunities to stakeholders across the organization.
• Champion a culture of quality, curiosity, and customer advocacy by using Voice of the Customer insights to proactively identify risks, influence decision-making, and improve the end-to-end customer experience.

QA Manager, Customer Experience

Performance Marketing

• Own end-to-end strategy, execution and optimization of paid search channels (Google, YouTube, etc), ensuring seamless execution from start to finish, with a focus on driving performance and achieving growth targets
• Manage media buying, bidding strategies, budget allocation and pacing to hit ROAS, CPA and revenue goals
• Oversee all aspects of campaign and ad trafficking, including quality control, launch, reporting, and comprehensive analysis
• Operate as the in-house resource for paid search execution; manage campaign set-up, tracking, A/B tests, and reporting
• Own the management of product feeds for both paid search and social needs, ensuring high-quality imagery and best practices for titles/images
• Ensure the proper functioning and accuracy of the pixel for precise data tracking and analysis
• Thorough understanding of campaign data, going beyond surface-level analysis to uncover specific insights, trends, and new opportunities for optimization and to drive more strategic decisions and improvements
• Spearhead the testing of new strategies to stay ahead of industry trends and maximize ROI
• Collaborate with the growth team to plan and execute Haus tests
• Develop and implement advanced reporting frameworks to track campaign performance, providing actionable recommendations for improvement
• Leverage a data-driven approach to analyze key performance drivers, optimizing channel ROI and overall campaign effectiveness
• Own daily monitoring of performance, pacing, and budgets to deliver iROAS, CAC, and new customer goals
• Regularly report on paid search performance to key collaborators; translate complex data into actionable insights for future campaigns
• Collaborate with internal teams such as Creative, Brand, and Retention to optimize campaign performance through targeting, creative direction, and optimization strategies (specifically when it comes to DemandGen)

Senior Growth Manager, Paid Search

Influencer Marketing

• Manage day-to-day ambassador communications, escalations, and campaign timelines
• Attend weekly syncs with the Associate Director, Influencer and serve as the primary point of contact across the program
• Review and approve ambassador briefs and content created before distribution
• Compile weekly performance snapshots and deliver monthly ambassador performance reports (engagement data, revenue attribution, top performers, program health)
• Oversee budget pacing and flag any spend efficiency concerns
• Monitor ambassador inboxes
• Manage gifting shipments, CRM/database updates, and deliverable trackers
• Distribute campaign briefs, creative assets, and product information to active ambassadors
• Coordinate ambassador events, virtual community touchpoints, and product drops

Influencer & Ambassador Manager

• Own the paid influencer roadmap, strategy, and performance against growth goals
• Develop testing frameworks across creators, content formats, platforms, and audience segments
• Identify new opportunities to drive incremental customer acquisition and revenue
• Stay ahead of creator economy trends and recommend strategic investments
• Manage channel forecasting, budget allocation, and performance targets
• Optimize creator mix, partnerships, and investment strategy to improve efficiency and scale
• Deliver executive-ready reporting, insights, and recommendations
• Build and manage a diversified creator portfolio across platforms and tiers
• Lead negotiations for creator partnerships, usage rights, and long-term agreements
• Develop scalable partnership frameworks that balance brand and performance objectives
• Partner closely with Brand, Growth, Creative, and Product teams to support launches and business priorities

QA Manager, Customer Experience

Senior Growth Manager, Paid Search

Influencer & Ambassador Manager

Senior Manager, Paid Influencer Strategy