Senior Manager, Standard Work

About the Role As the Senior Manager, Standard Work , you will serve as the Single Threaded Owner and global authority on how frontline customer support work is designed, standardized, and executed across 40+ markets. In this high-impact, cross-functional leadership role, you will eliminate friction and operational variance across our global footprint. You will define what excellence looks like for every frontline associate and team leader, from their daily routines and performance scorecards to the tools in their tech stack and the coaching frameworks used by their team leaders. By directly embedding the Voice of the Associate (VoA) into operational design, you will ensure our standards drive both customer satisfaction and frontline empowerment. Key Responsibilities 1. Global Standardization & Strategy Serve as the ultimate decision-maker and strategist for standardizing frontline customer support operations across 40+ markets. Establish and govern the global standard work framework, ensuring operational consistency while respecting critical local market nuances. Audit existing frontline workflows across markets to identify gaps, reduce variance, and institutionalize best practices globally. 2. Frontline Role Design, Scorecards & Performance Management Clearly define roles and responsibilities for all frontline customer support positions across various channels and regions. Design, implement, and maintain standard scorecards, key performance indicators (KPIs), and performance expectations for frontline associates. Partner closely with Quality and Training to align performance scorecards with quality frameworks, ensuring that operational speed never compromises service delivery quality. 3. Tooling Strategy & Product/Vendor Influence Define the standard tooling ecosystem required for frontline associates to execute work efficiently. Partner directly with Product, Engineering, and external Vendor teams to influence product roadmaps, champion agent-facing UX/UI improvements, and advocate for tooling enhancements. Act as the voice of operational requirements in software procurement, product feature requests, and vendor deliverables. 4. Leadership Enablement, Onboarding & Coaching Build comprehensive Team Leader Onboarding Frameworks to ensure frontline managers are equipped to lead, train, and support their teams effectively. Create standardized Team Leader scorecards and coaching assessment models to drive consistent, high-quality managerial feedback across all markets. Build continuous learning feedback loops that connect frontline performance data directly into coaching programs. 5. Voice of the Associate (VoA) & Cross-Functional Alignment Establish direct mechanisms to regularly gather, analyze, and act upon feedback from frontline associates across all 40+ markets. Ensure frontline feedback directly shapes process design, product requirements, and operational policy changes. Collaborate cross-functionally with Operations, Training/L&D, Quality, Product, Engineering, and People Operations to drive alignment and seamless execution. Qualifications & Requirements Must-Haves: Experience: 10+ years in Customer Support Operations, Process Design, Continuous Improvement, or Operational Excellence, with at least 3+ years managing cross-market or global scale programs. Domain Expertise: Demonstrated track record as a Single Threaded Owner driving standard work, process mapping, and performance scorecard design at enterprise scale. Product & Vendor Influence: Proven ability to partner with and influence Product Managers, Engineering teams, and third-party vendors without direct authority to deliver agent-facing tools and technology. Analytical & Programmatic Rigor: Deep experience building KPIs, agent scorecards, quality frameworks, and frontline coaching assessments. Frontline Empathy: Strong passion for frontline associate advocacy and demonstrated success embedding Voice of the Associate (VoA) programs into business strategy. Cross-Functional Leadership: Exceptional stakeholder management skills across diverse cultures, time zones, and operational teams. Preferred Qualifications: Lean, Six Sigma (Green/Black Belt), or similar process-optimization certifications. Experience in fast-paced, high-growth technology, e-commerce, or marketplace environments spanning 20+ countries/markets. Experience managing BPO/vendor-partner networks alongside internal operational teams. What Success Looks Like in Year 1 3 Months: Map existing variance across all 40+ markets, establish core frontline R&Rs, and conduct initial VoA discovery sessions. 6 Months: Launch standardized frontline associate scorecards, roll out the Team Leader onboarding & coaching framework, and establish alignment with Product and Quality leadership. 12 Months: Measure a demonstrable reduction in operational variance across all markets, increase frontline CSAT/eNPS, and deliver a prioritized product roadmap for frontline tooling enhancements.