QA Program Manager, Customer Experience

Lime

4d • Remote

About The Position

Lime is the largest global shared micromobility business, operating in close to 30 countries across five continents. We’re on a mission to build a future where transportation is shared, affordable and carbon-free. Our electric bikes and scooters have powered more than one billion rides in cities around the world. Named a 2025 Time 100 Most Influential Company, Lime continues to set the pace for shared micromobility globally, spurring a new generation of clean alternatives to car ownership.

Lime is seeking a QA Program Manager to lead our global Customer Experience Quality program. You will be the architect of the frameworks that ensure every Lime rider and Community Member receives world-class support. You aren't just a "checker" of boxes; you are a strategic partner who uses data to identify friction, improve processes, and scale our quality standards across a global network of BPO partners.
As Lime scales, we need a leader who can maintain a 50,000-foot view of global performance while being willing to dive into the weeds, audit a ticket, and understand the "why" behind the data. This is a remote-friendly role that requires a "get your hands dirty" mentality to ensure our outsourced partners operate as a seamless extension of the Lime team.
This is a remote position with a requirement for candidates to reside in the United States to maintain effective collaboration across teams.

Requirements

• 5+ years of experience in Customer Support Operations or Quality Assurance, with a proven track record of managing quality programs in an outsourced (BPO) environment.
• Tool Proficiency: Expert-level knowledge of Zendesk and MaestroQA (or equivalent platforms). You know how to build a scorecard that balances technical accuracy with customer empathy.
• Analytically Minded: You are a "data-first" operator. You are comfortable using SQL and Excel to navigate large datasets and build compelling narratives for leadership.
• Strategic yet Scrappy: You can present a high-level strategy to executives but are equally comfortable auditing tickets alongside an agent to understand the "on-the-ground" reality.
• Excellent Communicator: Ability to influence and align external partners and internal stakeholders across different cultures and time zones.
• Relentlessly Curious: You always want to dig deeper to understand the root cause of an issue, particularly regarding what our customers need to have a safe, seamless ride.
• U.S. Based Position

Responsibilities

• Own the Global Quality Strategy: Design and maintain quality rubrics, calibration standards, and audit cadences that reflect Lime’s brand voice and operational requirements.
• Master the Tech Stack: Lead the administration and optimization of MaestroQA and Zendesk, ensuring that grading rubrics and automated workflows are driving maximum value.
• Manage BPO Quality Performance: Oversee the quality programs of our external BPO partners via a dotted-line management structure. Lead calibration sessions and Business Reviews to ensure partners exceed Lime’s quality KPIs.
• Drive Data-First Insights: Leverage SQL and data visualization tools to identify trends in agent performance and customer sentiment. You will tell the story of "why" metrics move and propose actionable solutions.
• Cross-Functional Collaboration: Act as a "voice of the customer" to Product, Ops, and Trust & Safety teams. Translate support interactions into qualitative feedback that improves the Lime app and vehicle experience.
• Close the Feedback Loop: Partner with Training and Enablement teams to address performance gaps identified through QA, ensuring insights lead directly to improved SOPs and agent coaching.

Benefits

• Comprehensive Health & Wellness: A choice of medical, dental, and vision plans. We also provide company-paid life and disability insurance and company-funded mental health benefits.
• Financial & Retirement Planning: 401(k) plan with both pre-tax and Roth options, and access to a Health Savings Account (HSA) with a monthly company contribution.
• Family & Fertility Support: Paid parental leave for birthing and non-birthing parents, plus fertility and family-forming benefits.
• Paid Time Off: Unlimited vacation, paid leaves, and 10 company holidays.
• Unique Lime Perks: Complimentary use of Lime vehicles in participating cities, a monthly phone allowance, dedicated learning and development days, and access to perks including One Medical, Wellhub, and Headspace.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed