Quality Assurance Manager, Customer Success Jobs

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Location:
United States, Bay Area

Category:
IT - Administration

Contract Type:
Not provided

Salary:

98300.00 - 184300.00 USD / Year

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Job Description:

Cash App is seeking an experienced Quality Assurance (QA) Manager to drive the strategy, operations, and continuous improvement of our global Quality ecosystem. In this role, you will oversee QA programs across multiple internal teams and BPO partner sites, ensuring we deliver consistent, high-quality support experiences that strengthen customer trust.

Job Responsibility:

Lead and mentor a team of QA Leads and Partner QA Managers, fostering leadership development, accountability, and operational excellence
Define and execute the global QA strategy in alignment with Customer Operations and Cash App's broader operational objectives
Ensure internal and partner QA programs operate consistently and meet high quality standards globally
Partner with Customer Success, Training, Product, Operations, and Data to drive improvements in workflows, tooling, and customer experience
Champion the use of AutoQA and QMS tools to scale QA accuracy and efficiency
Identify and execute initiatives that increase QA efficiency, consistency, and automation

Requirements:

5+ years in Customer Support, Quality Assurance, or related operations roles with increasing leadership scope
3+ years of people management experience, including leading managers or cross-site teams
Proven experience developing and executing quality or operations strategy at scale
Experience managing QA programs across internal and partner or vendor sites
Expertise with Quality Management Systems (QMS), AutoQA, and data visualization tools
Strong strategic thinking, analytical, and storytelling skills
Excellent communication and influence skills, with a proven ability to engage senior stakeholders across departments
Highly organized, adaptable, and comfortable working in a fast-paced, evolving environment

Nice to have:

Bachelor's degree or equivalent professional experience
Experience leading global QA operations or multi-site teams
COPC or other quality management certification
Familiarity with data analytics and visualization tools (e.g., Looker)
Demonstrated experience building and executing cross-functional quality initiatives
Background in vendor management and operational governance

What we offer:

Remote work
medical insurance
flexible time off
retirement savings plans
modern family planning

Additional Information:

Job Posted:
December 06, 2025

Employment Type:

Fulltime

Work Type:

Remote work

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Quality Assurance Manager, Customer Success