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Title: Program Manager V
Location: New York, NY | San Francisco, CA
Duration: 10 Months Role Summary: Be the quality function for a large outsourced calling operation serving tens of thousands of creators; help make that operation deliver results and better leverage AI.
Company & Mission
Our mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we are building a company that connects billions of people around the world, gives them ways to share what matters most to them, and brings them closer together. Whether we are creating new products or helping a community expand its reach, our teams are builders at heart who constantly iterate, solve problems, and collaborate to empower people globally.
What Our Team Does
Our Scaled Partnerships team acts as the primary growth engine for business-critical creators. Most creators do not have a dedicated partner manager, so we reach them at scale. Outsourced teams of trained specialists contact creators via phone and email, helping them understand available products and supporting them in growing their audience and earnings. This operation is delivered by outsourcing partners running teams across North America, Latin America, Europe, and Asia, overseen by regional leads who own regional outcomes. We set the strategy, standards, and measurement framework. Note: This is a 10-month contract covering a parental leave.
The Shape of the Job
You will work through outsourcing partners, regional leads, and internal specialist teams in a fast-paced, cross-functional environment. While regional leads own their results, you will own an independent, evidence-based view of where quality and product outcomes fall short, along with actionable recommendations to close those gaps. The ideal candidate combines intuition, data, and domain expertise to deliver results, is comfortable diving into operational detail, and excels at influencing without direct authority.
Key Responsibilities
1. Quality & Product Outcomes (~50% of time)
Quality Measurement System: Own the quality measurement system for calls-an automated evaluation scoring nearly every recorded call, backed by a human review loop to maintain accuracy and uphold operational standards.
Monthly Quality Reviews: Run monthly quality reviews across sites and product focus areas. Highlight quality trends, pinpoint gaps, and provide the top three global recommendations for improvement (which regional leads and partners will implement).
Metrics Optimization: Maintain and sharpen metrics that measure whether a call successfully drove creator action. Ensure metrics are simple enough for monthly operational tracking yet sophisticated enough to deliver core business outcomes.
Insight & Feedback Loops: Analyze call data to identify key drivers of success and collaborate with relevant teams to feed findings back into scripts, training, and pitches.
2. Operations, Innovation & AI (~50% of time)
AI Integration: Drive the integration of AI within the operation (including AI-assisted and AI-native calling), while navigating vendor, privacy, and contracting requirements.
Tooling & Process Automation: Partner with engineering and operations to develop tooling and workflows that reduce manual load on regional leads. (Enforce a standard where workarounds require explicit expiry dates).
Vendor & Operating Rhythm: Support the operating rhythm with partners, including performance management against target delivery goals.
Cross-Cutting Initiatives: Lead special cross-functional priorities tailored to your operational strengths as needed.
What Good Looks Like
First Quarter: The quality system and reporting are seamlessly inherited without disrupting partner rhythms, and initial monthly quality reviews are successfully launched.
Through the Year: Measurable improvements in creator outcomes on priority products, maintaining cost per acquisition at or below benchmark, and achieving a visible reduction in manual operational load.
At Contract End: All workflows, systems, and processes are fully documented, running autonomously, and handed back to standard.
Performance Metrics
You will be evaluated on:
Movement in creator outcomes by product.
Coverage and accuracy of the quality system.
Adoption rate of quality recommendations by regional leads and partners.
Cost per acquisition (CPA).
Execution and delivery of operational and AI initiatives.
Qualifications
Minimum Experience
8+ years in management consulting with direct accountability for third-party operations, or equivalent tenure in outsourcing, vendor management, or program management.
Strong quantitative and analytical skillset: ability to frame complex questions, interrogate data, and evaluate confidence levels objectively.
Proven track record of building quality or measurement frameworks and converting insights into scaled, measurable outcomes.
Demonstrated ability to lead and deliver cross-functionally across multi-regional teams outside your direct reporting line.
High adaptability and comfort inheriting active programs mid-flight in a fast-paced environment.
Preferred Experience
Prior experience in a large, modern technology company.
Practical experience applying AI or automation within an operational environment.
Operations tooling, product, or program management experience.
Background in the creator economy, influencer marketing, or digital partnerships.
Familiarity with software engineering principles or practical experience with rapid prototyping / low-code development ("vibe coding").
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Spectraforce Technologies
parental leave
Nov 11, 2026