Program Manager V

Program Manager V

Location: New York, NY (On-site) Alternate

Location

San Francisco, CA (On-site) Contract Duration: 10 Months

Role Overview

This organization is seeking a Quality & Operations Lead for Scaled Partner Management to oversee the quality function of a large outsourced calling operation serving tens of thousands of creators. The successful candidate will ensure the operation delivers results and successfully leverages AI technology. Working through outsourcing partners, regional leads, and internal specialist teams in a fast-paced environment, this individual will hold the quality bar across the entire global operation.

Key Responsibilities

• Own the quality measurement system for recorded calls, utilizing automated evaluation with a human review loop to maintain standards.

• Run monthly quality reviews across sites and product focuses to identify trends, address areas falling short of the bar, and provide global recommendations.

• Maintain and sharpen metrics demonstrating how calls influence creator behavior, balancing simplicity for partner management with sophistication for key outcomes.

• Analyze call activity to identify drivers of successful outcomes, feeding insights back into scripts, training, and pitches.

• Integrate AI into the operation, including AI-assisted and AI-native calling, while navigating vendor, privacy, and contracting requirements.

• Collaborate with engineering and operations on tooling and processes to reduce manual workload for regional leads.

• Support the operating rhythm with partners, including performance management of partner delivery against targets.

• Manage cross-cutting operational priorities shaped to organizational needs.

• Required Qualifications

• Education: Bachelor's degree in business, engineering, technology, or a related field is preferred.

• Experience: Eight or more years of experience in consulting with direct accountability for operations delivered by third parties, or a similar tenure in outsourcing, vendor management, or program management.

• Technical

Skills

• Strong quantitative and analytical skills with experience building quality or measurement frameworks, turning insights into scaled results, and utilizing standard office productivity software including Word.

• Preferred Qualifications

• Experience working within a large modern technology business.

• Experience applying AI or automation in an operational setting.

• Familiarity with operations tooling, product management, or the creator economy and digital partnerships.

• Ability or experience with vibe coding and working across multiple countries and time zones.

Benefits

• Overview: Everforth Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Everforth Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Everforth Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Everforth Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our ‘Welcome Packet’ as well, which an Everforth Apex team member can provide.

• Everforth Apex Systems is an equal opportunity employer. We do not discriminate or allow discrimination on the basis of race, color, religion, creed, sex (including pregnancy, childbirth, breastfeeding, or related medical conditions), age, sexual orientation, gender identity, national origin, ancestry, citizenship, genetic information, registered domestic partner status, marital status, disability, status as a crime victim, protected veteran status, political affiliation, union membership, or any other characteristic protected by law. Everforth Apex will consider qualified applicants with criminal histories in a manner consistent with the requirements of applicable law.