Program Manager, Customer Experience and Operations Enablement

Denver, CO - USA

Monthly Salary: $ 90 - 110

Posted on: 14 hours ago

Vacancies: 1 Vacancy

Job Summary

About Caribou

At Caribou we care about giving people financial freedom so they can focus on whats most important to them. Today less than two percent of Americans refinance their auto loans despite drastic increases in the cost of new and used cars. We see huge potential to help folks reduce their monthly auto expenses as well as increase the predictability of those expenses over time. We do this by building technology to pair customers with community banks and credit unions and ushering them through the process quickly. On average our drivers save $151/month on their car loans while protecting their investment long term.

Caribou is led by leaders from the technology automotive and finance industries. Were proud to be backed by a great team of investors including QED Investors Goldman Sachs Moderne Ventures Accomplice Link Ventures Motley Fool Ventures and others.

About the Role

The Program Manager Customer Experience & Operations Enablementis responsible for leading customer insights and quality initiatives across the Sales & Ops organization. This role oversees a team of Quality Assurance Analysts driving programs that capture analyze and act on customer feedback to enhance the customer experience and improve frontline performance. Partnering closely with Sales Lending Operations Marketing Brand Compliance and Analytics this leader ensures customer insights and QA findings are translated into actionable strategies that deliver measurable impact and strengthen customer loyalty.

The role requires a balance of strategic thinking and operational execution strong leadership skills and the ability to influence cross-functional teams without direct reporting authority.

This role is hybrid and can be based out of either our Chandler AZ or Denver CO office locations.

Lead and manage the VoC and Quality Assurance function including two QA Analysts ensuring alignment with business goals and customer experience objectives.
Translate customer insights from surveys call/voice analytics QA reviews AI-driven interactions social media chat and third-party sources into actionable strategies and business improvements.
Develop and oversee a comprehensive QA program for voice AI agents chatbots and emerging customer communication channels to ensure consistency compliance and a positive customer experience.
Oversee the design and execution of quality monitoring programs calibration sessions and coaching initiatives to elevate frontline sales and service performance.
Conduct root cause and driver analysis customer journey mapping and segmentation to identify friction points and improvement opportunities.
Partner with Sales and Operations leadership to ensure QA insights improve consistency compliance and customer outcomes.
Collaborate with Marketing Brand Compliance and Analytics teams to integrate customer feedback into campaign effectiveness messaging and product/service enhancements.
Establish a continuous feedback loop across the organization advocating for the voice of the customer and embedding customer-centric thinking into decision-making.
Develop and maintain reporting dashboards repositories of insights and action libraries to monitor trends and measure the impact of QA and VoC initiatives.
Serve as a subject matter expert in VoC QA best practices transcript/voice analytics and optimization of communication platforms.
Present findings trends and recommendations to leadership driving accountability for customer experience outcomes.

About You

Qualifications

5 years of experience in customer experience quality assurance or related roles with at least 2 years in a leadership/management capacity.
Proven expertise in customer research quality monitoring data analysis and experience design.
Strong stakeholder management executive communication and storytelling skills.
Demonstrated ability to lead cross-functional projects and drive results without direct authority.
Experience in Sales Contact Center or digital customer engagement environments strongly preferred.
Familiarity with AI-driven customer engagement tools and quality frameworks preferred.
Bachelors degree required; MBA or advanced degree preferred.

Skills

CX strategy VoC program management and QA methodologies across calls chat email SMS and AI-driven customer interactions.
Strong analytical and problem-solving skills; ability to translate data into actionable recommendations.
Proficiency with QA and VoC platforms (nice to have if ) survey tools call monitoring software AI analytics and reporting dashboards.
Expertise in survey design sampling logic A/B testing and usability testing.
Ability to influence stakeholders at all levels and drive adoption of customer-centric initiatives.
Skilled in developing QA frameworks for both human and AI-assisted customer engagements.

How we will take care of you

Everyone at Caribou is a valued team member. Our compensation and benefits package includes:

Competitive compensation: $90k - $110k
Eligible for annual performance-based incentive
Equity options
401(k) retirement plan
Generous paid time off including Flexible Time Off (FTO) for all employees and 100% paid parental leave for all parents
Exceptional benefits including highly subsidized medical dental and vision plans and fully company-paid mental health disability and basic life insurance
Optional benefits to suit your individual circumstances such as HSAs (with Caribou HSA contributions) FSAs supplemental life and health legal and pet insurance
Up to $1000 per year for eligible professional development expenses
Employee referral program

Our Core Values

We come from all walks of life and are joined together by our shared values which guide our work and how we work together.

Give a damn. What were doing matters. We show up determined to deliver results and we love it.
Velocity. Were intentional about where were going and we race towards it.
Make the assist. We have diverse strengths. We offer and ask for help so we all win.

Caribou is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex national origin age disability sexual orientation pregnancy status marital status military or protected veteran status genetics or any other characteristic protected by law. This position is not restricted solely to the responsibilities listed above and the scope and responsibilities are subject to change. A pre-employment background check is required as a condition of employment.

*Caribou does not currently have employee operations in AL AK AR CT DE GA HI IA ID IN KS KY ME MI MO MS MT NC ND NE NH NJ NM NV OH OK PA RI SC SD TN UT VT WV WY.

California Consumer Privacy Act

Required Experience:

Manager

About CaribouAt Caribou we care about giving people financial freedom so they can focus on whats most important to them. Today less than two percent of Americans refinance their auto loans despite drastic increases in the cost of new and used cars. We see huge potential to help folks reduce their mo...