Quality Program Manager - job 2 of 2

About the company:

Founded by ex-Apple Product and Engineering leaders, Level is redefining the smart home with technology that is simple, intuitive, useful, and invisible. We recently raised $100M in funding and we're looking to grow our Engineering and Operations teams.

At Level, we take a unique approach to designing products - one that shifts focus from what we make to how we make it and who we make it for. It's an approach that results in elegant and unique solutions, raising the bar for the entire smart home ecosystem.

It's also an approach that has led to our partnerships with Apple, Amazon (including Ring integration), Walmart, and other industry leaders – assuring that our products provide solutions that align with the technology choices and preferences of our customers.

About the role:

As Level grows, we must continue to establish a brand that is synonymous with high quality. The Quality Program Manager will play a critical role in proactively measuring the health of the Level multifamily services. Reporting to the VP of Operations, this role will be responsible for collecting, monitoring, and interpreting both qualitative and quantitative data points for each offered service. When issues arise, the Quality Program Manager will work alongside various internal stakeholders to identify the root cause of issues and collaborate, develop, prioritize, and deploy a fix before the customer is impacted.

Responsibilities:

• Create and own processes/dashboards that will allow Level to audit data, manage our network, and keep a pulse on the health of our fleet
• Lead ongoing reviews of business processes and develop optimization strategies
• Analyze customer feedback and suggest improvements to enhance product quality
• Develop program plans, manage projects, collaborate/delegate with cross functional teams, and monitor performance
• Act as the point of contact for systemic service issues and work to provide timely and effective resolutions
• Work with our Failure Analysis Engineer to proactively work through issues, identify trends and patterns, and address them before they become larger problems
• Work with senior leadership to develop and prioritize strategies that will improve our products' quality and customers' experience

Requirements:

• 5+ years of experience in a service organization
• Strong data analysis skills, ability to work through large data sets, organize and prioritize tasks, and gather meaningful insights
• Experienced collaborator, able to work cross functionally with many teams and stakeholders, in particular Engineering and Operations
• Working closely with the data engineering team to build reports and dashboards
• Effective communication skills, presenting results to leadership teams and acting as the liaison between engineering and operations
• Strong business management skills; evaluating and anticipating requirements, inventing process and procedure, and collaborating with teams to implement solutions
• Proven project management skills, able to develop and monitor performance of multiple initiatives at once
• Empathetic to customer issues and passionate about improving customer experience and delivering high-quality products
• Motivated on achieving results and driving continuous improvement in product quality

Level Home Inc. is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, disability or genetic information, sex, sexual orientation, gender identity, or national origin.

A note to Recruitment Agencies: Please don't reach out to Level employees or leaders about our roles - we've got Recruiting covered. We don't accept unsolicited agency resumes and we are not responsible for any fees related to unsolicited resumes. Thank you for your understanding.