Quantum Metric

Customer Support

• Partner with the Director of BC to translate scalable CX vision into executable lifecycle programs Bring best practices and external benchmarks to inform program management, design, and sequencing
• Establish clear success metrics tied to adoption, retention, and operational efficiency
• Design and launch initial self-service and 1:many programs across onboarding, adoption, and expansion
• Build reusable enablement assets including webinars, playbooks, guides, and lifecycle journeys
• Configure and deploy digital campaigns, in-app guidance, and automated engagement flows as needed Iterate based on engagement data and customer feedback
• This role is expected to be hands-on in early phases before processes are fully scaled.
• Develop structured digital pathways aligned to key customer lifecycle milestones
• Translate elements of Quantum Metric expertise into standardized, repeatable frameworks
• Improve discoverability and usability of digital resources
• Ensure digital coverage across defined lifecycle stages
• Identify opportunities to leverage AI or automation tools to reduce manual effort in workflows and customer engagement motions
• Implement AI-driven or automated workflows that reduce internal effort
• Create systems that increase QM consultant capacity without degrading customer experience
• Partner with Product to align digital programs with in-app experience
• Collaborate with Marketing on lifecycle messaging consistency & digital program alignment with the Quad
• Provide data-driven feedback on customer friction points within the digital journey

Digital Customer Experience Lead

People Operations

• Serve as a trusted strategic advisor and coach to executive leadership team.
• Influence and guide executive decision-making with data-driven insights and strong business acumen.
• Implement HR initiatives that drive measurable business impact, employee engagement, and organizational effectiveness.
• Align People strategy to company growth objectives, ensuring scalable and adaptable systems that evolve with the business.
• Oversee and develop the People leadership team with scope spanning Recruiting, People Operations, Talent Development, Total Rewards & Benefits.
• Lead through iteration: refining and optimizing processes to increase effectiveness, clarity, and scale.
• Foster a high-performing, service-oriented People function that operates as a true business partner.
• Refine and enhance end-to-end hiring strategies to support stable, high-quality talent pipelines in a competitive SaaS environment.
• Lead and iterate on performance management, promotion processes, and career pathing frameworks.
• Champion leadership development and executive coaching, cultivating a growth mindset across the organization.
• Enable and support teams to innovate with AI by integrating AI tools and best practices into People systems and workflows.
• Partner cross-functionally to ensure employees are equipped, trained, and confident in leveraging AI to enhance performance and productivity.
• Promote responsible AI usage aligned with company values, compliance, and ethical standards.
• Own and continuously evolve engagement measurement strategies using data and insights to inform action plans.
• Strengthen internal communication channels (e.g., AllHands, leadership updates) to ensure transparency and alignment.
• Evolve recognition, rewards, and benefits programs to support performance, wellness, and retention.
• Guide the company’s values, employee experience, and cultural initiatives as we continue to mature globally.
• Lead enterprise-level change management efforts, ensuring organizational clarity, leadership alignment, and employee adoption during periods of growth, transformation, and AI-driven innovation. Equip leaders with the tools, communication strategies, and frameworks needed to navigate change effectively while maintaining engagement and performance.

Vice President – Head of People

Account Executive

• Prioritize top-named accounts, execute strategic plans, and maintain a consistent pipeline
• Consistently meet and exceed annual quota targets by identifying, qualifying, and closing new and expansion opportunities
• Navigate intricate sales cycles involving multiple stakeholders, and complex organizational structures to accurately forecast & close deals
• Establish trust through robust discovery; collaborate with internal partners to develop solutions that address customer challenges using Felix AI
• Collaborate with prospective clients to build compelling business cases demonstrating tangible ROI and strategic advantages
• Cultivate strong stakeholder relationships pre-sale; post-sale, partner with delivery teams across kickoff meetings and major milestones to ensure long-term success.

Digital Customer Experience Lead

Vice President – Head of People

Strategic Account Executive, Insurance