QA Manager, Customer Experience

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.

• 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.
• 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…