Policy Initiatives Manager
hace 2 meses
TaskUs is a pioneering provider of outsourced digital services and next-generation customer experience to fast-growing technology companies. Our mission is to help clients represent, protect, and grow their brands by leveraging a cloud-based infrastructure and serving clients in the fastest-growing sectors, including social media, e-commerce, gaming, streaming media, food delivery, ride-sharing, HiTech, FinTech, and HealthTech.
Our ValuesWe at TaskUs believe that innovation and higher performance are brought by people from all walks of life. We welcome applicants of different backgrounds, demographics, and circumstances. Our inclusive and equitable practices are our responsibility as a business, and we are committed to providing equal access to opportunities.
About the RoleWe are seeking a highly skilled Policy Manager to join our team. As a Policy Manager, you will act as the vanguard to client policies, liaising directly with clients to discuss policy changes and ensuring that changes are reasonable and appropriate. You will also be responsible for implementing, reviewing, and monitoring policies to guarantee full compliance with the terms and agreements of our SOW with Client(s).
Responsibilities- Quality thought leader tasked with implementing a clear overall quality strategy with scalable processes/tools/systems that allow resource-efficient monitoring of decision accuracy and surface overall user experience issues fast and effectively to define appropriate continuous improvement programs
- Passionately tell the story of why quality matters, build consensus, and inspire others to move fast on fixing problems
- Effectively manage and mentor a team responsible for diverse workflows, Quality channels, and global stakeholders
- Drive accountability with team leads and their teams to meet quality performance goals and ensure program standards are met on a week-over-week basis
- Assess and prioritize the top quality issues affecting the teams in your office across all decision-making channels
- Quantify business cases and drive cross-functional partners to change our systems, processes, and policies to achieve better outcomes
- Drive investigation of highly sensitive issues affecting your office, working with teams and leaders across the company to understand what happened and why
- Next Generation Customer Experience
- As the company's products and communities change and grow, stay connected with how our support ecosystem is evolving and help head off quality issues before they begin
- Find creative workarounds for quality issues where our tools are the root cause and a technical solution is not imminent
- Experience in managing quality control/quality analysis organization or leading cross-functional quality improvement projects and teams
- 3+ years of demonstrated management ability across diverse functions (direct reports, cross-functional relationships, 3rd party vendors, etc.)
- Proven track record of collaborating with cross-functional groups to produce results
- Demonstrated ability to perform well in a rapidly changing and extremely global team
- Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is required a plus
- Excellent communication skills
- Strong critical thinking and exceptional problem-solving skills
- Proven track record of breaking down a complex process and identifying key pain points in order to deliver business improvements at the regional or global level
- PASSION for our mission of ensuring a world-class support experience for our community
- Quality certification (e.g. Lean Six Sigma, TQM, etc.) a plus
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