Own Early-Life Quality Outcomes
Drive measurable reduction in preventable F7 and F30 ticket volume per live location
Quantify onboarding’s contribution to company support volume and customer experience
Define and Enforce Go-Live Readiness
Establish clear readiness standards across hardware, menu, payments, and integrations
Implement validation gates to prevent false-positive install completion
Partner with Product to embed system-based readiness checks into onboarding workflows
Identify top drivers of early-life failure and support contacts
Lead cross-functional initiatives to eliminate systemic defects
Own onboarding quality reporting and executive updates
Establish causal measurement linking onboarding improvements to FTR, early ticket reduction, and customer experience outcomes
Shift focus from reactive issue management to prevention at scale

Requirements

8+ years leading quality, operations, or product-readiness functions in SaaS or technology environments
Familiarity with stacking mechanisms (WBR, QBRs, etc) that define operational rhythms
Proven experience improving measurable customer outcome metrics (e.g., defect reduction, early ticket reduction, customer success KPIs)
Strong analytical capability; ability to link operational inputs to customer outcomes
Experience influencing product roadmap through quantified business impact
Demonstrated success leading cross-functional performance improvement initiatives

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

quality managementoperations managementproduct readinesscustomer outcome metricsdefect reductionanalytical skillsperformance improvement

Soft Skills

leadershipinfluencingcross-functional collaborationcommunication