QA Manager, Customer Experience

The Opportunity Caraway's QA function is being rebuilt from zero: no platform, no rubric, no historical data. We're looking for a QA Manager to build and scale our program, starting with agent-level QA across our in-house team and BPO partners, then expanding into process/policy QA and AI quality diagnostics. This role will design, launch, and scale a modern QA program, then expand into process/policy QA, and ultimately into QA for our AI-assisted and AI-generated customer interactions. The mission: move QA from "grading tickets" to predicting CX issues before they hit customers, measuring real-world impact, and driving continuous improvement across people, tools, and processes. This role sits at the intersection of CX strategy, data, training, AI, and operations, and reports directly to the Director of CX as a thought partner, not just a scorekeeper. This isn't a maintenance role. It's a build-it, shape-it, scale-it opportunity. You'll define what “great CX quality” actually means at Caraway, making it measurable, repeatable, and impossible to ignore. If you believe QA should prevent fires, not just document them, you'll feel very at home here. Responsibilities: Lead and continuously evolve Caraway's Quality Assurance program across our in-house team and BPO partners, building scalable processes that drive exceptional customer experiences. Manage, coach, and develop our Senior QA Associate, while partnering with our Senior CX Manager to ensure consistent quality standards, effective coaching, and ongoing performance improvement. Develop and maintain QA frameworks, scorecards, calibration sessions, and feedback loops that drive consistency, accountability, and continuous improvement. Analyze QA performance, customer feedback, and operational trends to identify root causes, measure customer impact, and deliver actionable recommendations to CX leadership and cross-functional partners. Partner closely with our Senior QA Enablement Manager to identify coaching opportunities, validate training effectiveness, and ensure our knowledge base, macros, and support content remain accurate, customer-first, and aligned with company policies. Own quality oversight for AI-powered customer experiences, including chatbots, automations, and AI-assisted responses, continuously improving accuracy, tone, resolution quality, and escalation logic. Ensure a consistent Caraway experience across all customer touchpoints by auditing interactions across internal teams, BPO partners, marketplaces, and third-party support channels for quality, compliance, and brand voice. Partner with CX leadership to review and improve customer-facing policies, macros, and workflows, ensuring they scale quality, enable agents, and support operational excellence. Lead regular quality reporting, business reviews, and calibration sessions, communicating performance trends, customer insights, and improvement opportunities to stakeholders across the organization. Champion a culture of quality, curiosity, and customer advocacy by using Voice of the Customer insights to proactively identify risks, influence decision-making, and improve the end-to-end customer experience. Knowledge, Skills & Proficiencies: 4-6+ years in CX Quality, QA, or CX Operations, including 3+ years leading a QA program Experience building a QA function from scratch, not just optimizing an existing one Strong analytical skills and hands-on (or fast-learning) experience auditing AI/automation workflows Proven ability to influence cross-functionally without authority Nice to haves: Agent Assist, Siena and Kustomer The anticipated base salary for this role ranges between $95,000 - $105,000. Final compensation will depend on a variety of factors determining the base pay at offer, including but not limited to: skills, qualifications, and experience. Life at Caraway: Who We Are: Caraway is a home goods brand on a mission to craft well-designed, non-toxic essentials that thoughtfully raises the standards of what you cook with. We’re passionate about creating elevated products, made without forever chemicals, that are better for you, your family, and the planet. We prioritize a holistic approach to the creation of Caraway products. We partner with ethical manufacturers where their employees are safe, paid fairly, given benefits, and work regulated hours. Our eco-friendly manufacturing process emits less CO2 than traditional non-stick coatings, and we use sustainable packaging practices and ship in packaging made from recycled materials. We pride ourselves on continuously striving to do and be better—for you and the planet—in every step of the process. Since launching in November 2019, we’ve become one of the fastest growing digitally-native brands of the last decade and are now sold in retailers including Target, Bloomingdale’s, Crate & Barrel, The Container Store, Costco, Zola, and many more. We’ve amassed over 200,000+ five-star reviews from more than 2.5M+ happy customers and thousands of press hits from the likes of Vogue, Domino, Good Housekeeping, Food & Wine, Architectural Digest, PureWow, Fortune, and CNN. Team : You will be joining a passionate and collaborative fully-remote team that prides itself on high-quality work, supporting one another, sharing our successes, and building a brand we truly love, together. Culture : At Caraway, we value continuous learning and career growth. We strive to continually optimize our processes, ensuring that we’re thoughtful in everything we do, both internally and externally. We listen to our employees, celebrate our wins, and constantly look for ways to be better for our team, and the world. Workplace : Being a fully-remote company, we have no headquarters and are truly distributed across the country. Our leadership team sits on both the East and West Coast and we have folks in a variety of states. We offer a monthly stipend towards co-working space should folks need to switch up their working environment every now and then. Benefits : We value you and your family. With this in mind, full-time eligible employees are provided: Equity : We believe in our product and that the sky's the limit for where our business is going. You are an asset to Caraway’s success and we think you should be rewarded for it. 401k : A 3% company match to help you plan for for your future Benefits : Comprehensive medical, dental + vision coverage options with generous employer contributions + access to FSA/HSA/Dependent Care FSA’s Parental Leave : Up to 12 weeks of fully paid parental leave, depending on tenure, and access to additional fertility care services via KindBody A Setup that works for you : From MacBook to PC, we’ve got you covered. Let us know what you prefer and we’ll get your at-home set up stocked! Elevate your Workspace : Annual reimbursements for you to elevate your workspace, from standing desks to desktop succulents, you got it! Fully Remote : Need to pick up the kids? No problem. Have a doctor’s appointment? Enjoy! Flexibility when you need it most. Coworking Reimbursement : Need a break from the home setting? Monthly reimbursements for you to get out of the house and work from anywhere. From day passes, to monthly memberships, the world is your oyster, we mean office. Events + Swag : Connection is top of mind (Yes, even in our completely remote environment). We have monthly virtual events, company wide offsites, and many opportunities for new Caraway swag! Leveling Up with Caraway : In addition to exciting opportunities and exposure in your day-to-day work, we offer annual reimbursements to full-time employees to support their professional development aspirations! #AwayFromCaraway : We believe healthy, happy humans do better work. We offer unlimited PTO in addition to our 11+ paid annual holidays and quarterly wellness days. Wellness Reimbursement : Monthly reimbursements for you to stay well. From meal services to gym memberships to monthly massages, we want our team to have the flexibility to choose what wellness means for them. Employee Discount: We provide an employee discount on all Caraway Home products so you can continue to level up your kitchen and home life, too! Home Upgrade(s) : Complimentary product as a new hire + continuous to expand your Caraway Home collection. Caraway is an Equal Opportunity & Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.