Member Experience Standards & Quality Assurance Senior Lead

As our Standards & Quality Assurance Senior Lead, you will be the primary owner of operational excellence, quality assurance, standards, consistency across the organization. In this critical, cross-functional role, you will be responsible for updating the core standard documentation that underpin our service delivery and managing the audit program across: Community, Operations, Security, Enterprise Operations & Member Experience. Your strategic focus will be on transforming insights into tangible, data-driven improvements. You will lead the design and implementation of the global Quality Assurance program, partnering closely with Functional Leaders and the Data team to ensure standards are clear, adopted, and continually optimized to drive superior business performance and a flawless member experience. Success in this role will be measured by key quality metrics, including audit completion rates, action plan adherence, dashboard data accuracy, and the overall adoption and maintenance of global operational standards.