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Continuous Improvement & Quality Manager

Nashville, Tennessee, United States

Continuous Improvement & Quality Manager

  • Nashville, Tennessee, United States
  • Full-time

THE CHALLENGE

Eventbrite’s customer base is growing and evolving, and we need our help experiences to grow and evolve too. We want to empower customers with the knowledge and resources they need to be successful on Eventbrite. From a single ticket buyer to the largest organizer on our site, we need a right-sized experience for each. 

 

THE TEAM

As a part of the Global Customer Success organization, the Customer Success Enablement team is responsible for servicing strategy and channel mix recommendations: who we service (segments), how we service them, and what we outsource. The team is also responsible for developing customer & associate content, overall system quality, and finding/leading continuous improvement opportunities to improve customer experience. The team is an integral partner for all Customer Success teams.

 

THE ROLE

The Continuous Improvement & Quality Manager is responsible for building two programs. The first establishes a way to assess the effectiveness of support resolutions. The second establishes a Customer Success organization-wide approach to identifying areas of opportunity, prioritizing them, and building cross-functional processes to improve key performance indicator metric(s) behind opportunities.

YOU WILL

  • Measure QA Process scores (adherence to process)
  • Develop heat maps of QA process scores by contact type, site, and shift (informs continuous improvement and/or Assisted Service coaching)
  • Develop heat maps of resolution scores by contact type, site, and shift (informs continuous improvement and/or Assisted Service coaching)
  • Maintain and improve CSAT survey process & questions
  • Develop an assisted support Quality rubric measuring both process & behavioral elements 
  • Run QA calibration sessions (gauge R&R of measurement for Quality team and front line leaders)
  • Provide weekly & monthly Quality performance reporting to the leadership team
  • Liaise with Training and Team Managers to ensure training needs are met
  • Monitor the levels of quality provided to customers using internal Quality tools

THE SKILL SET

  • A proven executor: Knows what great looks like in relation to scalable support solutions with experience owning, building and optimizing best in class help. Ability to juggle multiple projects simultaneously.
  • A strategic thinker: Displays critical thinking; able to evaluate performance and success of programs and processes and identify how to change and improve them. Able to identify opportunities that provide meaningful impact. Able to identify trends and patterns and champion implementation of the process changes/new ideas within the functional area.
  • Process and data driven: Knowledge of Kaizen, six sigma, lean, or other data-driven approaches to derive process improvement opportunities using quantitative and qualitative analysis. You are able to take the analysis and present a compelling vision for change by  translating data into insights that drive measurable impact on the customer experience. 
  • Strong stakeholder management and influencing skills: Track record of managing cross-functional initiatives. Ability to distill complicated topics into language that anyone can understand.
  • Communication: Ability to communicate clearly and effectively with all internal and external stakeholders. You communicate clearly, both verbally and in writing. You communicate sensitively, listening carefully to ensure you've understood others and checking that the information you've shared is understood. You use your influencing skills to help others understand objectives and priorities. You resolve conflicts in a constructive way. You create a team environment that encourages sharing, ensuring your team has enough time/resources for collaborative working within and as required, beyond the team.
  • Customer Centricity: Oriented towards the needs of the client/customer (internally and externally). Builds strong cross-functional relationships in service to deliver customer-centric solutions.   

WHAT WE OFFER

At Eventbrite, we strive to support our Britelings and their loved ones through different stages of life with robust and attractive benefits, financial and physical wellness options, and great perks.

In addition to offering a competitive salary and company stock, we have other great benefits available. In the Briteland, you’ll find great medical plans, fertility and adoption benefits, wellness reimbursement, generous parental leave, on-site services, and much more.


We care about your mental health and wellbeing

Our employees enjoy free coaching sessions with Modern Health. We also offer free therapy sessions with a psychologist. You’ll also have access to private medical insurance for you and your family, that includes dental care. And if you like sports, we have our wellness program to pay for your gym expenses.

Ongoing training and career development is an important part of our culture

We offer unlimited access to courses in Udemy, language exchange programs, internal training, Briteling talks, workshops and weekly sessions with our CEO

Work-life balance is extremely important to us

Our employees can choose what works best for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow Britelings to perform at their best ensuring a healthy work-life balance. We have recently implemented Britebreak Fridays: all Britelings turn off their computers and take the first Friday of every month off to focus on their wellbeing.




ABOUT EVENTBRITE

Eventbrite is a global self-service ticketing and experience technology platform that serves a community of nearly one million event creators in over 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The Eventbrite platform provides an intuitive, secure, and reliable service that enables creators to plan and execute their live and online events, whether it's an annual culinary festival attracting thousands of foodies, a professional webinar, a weekly yoga workshop or a youth dance class. With over 300 million tickets distributed to more than 4 million experiences in 2019, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love.


IS THIS ROLE NOT AN EXACT FIT?

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Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity.  We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.

 Applicant Privacy Notice



Eventbrite believes that vaccines are one of the most powerful tools to fight COVID-19 and save lives. It aligns to our mission to bring the world back together through live experiences. Proof of completed COVID-19 vaccination will be required for all US applicants and employees to enter any Eventbrite office and/or interact in a physical setting with Eventbrite employees. Eventbrite will consider exceptions to this policy for medical or religious reasons on an individualized basis. 

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