Job Details

Company Overview More than 35 years ago, SelectQuote was founded on one core promise: to help our customers protect the people they value most. We pioneered the way consumers shopped for term life insurance, and now, we also help people find home insurance, auto insurance, senior health insurance and more. Our quick and easy process saves consumers both time and money, and today, more than 2 million families trust us to help them with their insurance needs. But what truly sets us apart is our people, and the opportunities to grow your career with SelectQuote are unmatched. About the Role We are seeking a forward-thinking QA and CX Tech Strategy and Operations Manager to lead the evolution of our Quality Assurance (QA) and Customer Experience (CX) platforms leveraging AI and automation to drive efficiency accuracy and customer satisfaction. This role will be responsible for developing and executing a technology strategy that enhances our QA processes optimizes customer interactions and ensures seamless integration of AI-driven insights into business decision-making. The ideal candidate will have a strong technical background experience in AI-driven quality assurance and customer experience solutions and the ability to bridge the gap between technology and business objectives. This candidate will also oversee the management of and budget for our Quality Assurance platform vendor. Supervisory Responsibilities: This position has no direct supervisory responsibilities. Essential Duties and Responsibilities: Develop and implement a comprehensive tech strategy for QA and CX platforms incorporating AI automation and analytics to enhance performance and efficiency. Evaluate and integrate AI-driven solutions such as sentiment analysis speech analytics and predictive modeling to improve quality assurance and customer experience. Research and potentially initiate proof of concept testing for potential new vendors across Quality Assurance and CSAT survey platforms. Identify and implement emerging technologies that enhance real-time monitoring reporting and decision-making. Aggregate prioritize and manage roadmap meetings to ensure senior leadership is aligned on next steps Establish data-driven performance benchmarks leveraging AI insights to refine quality standards and identify trends. Utilize predictive analytics to anticipate customer needs and drive proactive customer service strategies. Collaborate with UX/UI designers and product teams to ensure that technology solutions are aligned with customer expectations. Leverage real-time AI feedback loops to dynamically adjust CX strategies and improve response accuracy. Oversee the budget for our QA and CX vendors. Develop and maintain relationships with our current vendors in an effort to drive technology optimization and cost control initiatives. Structure monthly and quarterly business reviews with each vendor to understand the solve business challenges and plan for future opportunities. Skills/Abilities: Has a strong quantitative and analytical mindset to define success and move critical metrics Has the ability to see and plan for the mid and long-term connecting priorities to the company and product vision and translating that into an actionable roadmap Is highly strategic and hands-on Demonstrates the ability to drive projects in close partnership with cross-functional teams with an emphasis on prioritization and communication as well as a bias toward action and results Exceptional leadership skills with experience managing high-performing teams and cross-functional initiatives. A visionary approach constantly pushing for innovation and leveraging emerging marketing technologies to enhance the customer experience. Owner Operator mentality In office Presence: 3-4 days in office is required for this role. Education and Experience: Bachelor's degree in Computer Science Information Technology or a related field. 5 years experience with owning marketing technologies and responsibility for roadmap development Excellent communication and collaboration skills with cross-functional teams Proven success in delivering and optimizing marketing technology solutions Physical Requirements: Work is performed indoors with potential for exposure to safety and health hazards related to office work. Could periodically travel to other office and operational sites. The noise level in the work environment is usually moderate. Prolonged periods of sitting at a desk and working on a computer. SelectQuote Core Values: Service: We create positive customer experiences. Entrepreneurship: We create innovate & take risks. Leadership: We build & invest in high-performing teams. Empowerment: We embrace a changing environment. Courage: We challenge the status quo & drive continuous improvement. Teamwork: We help support & celebrate each other. Disclaimer : The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be construed as an exhaustive list of all responsibilities duties and skills required. Employment Type: Full Time