Program Manager - Customer Support Quality

About Blueprint

Blueprint is a technology solutions firm headquartered in Bellevue, Washington, with teams across the United States. We help organizations turn complex challenges into meaningful outcomes by connecting strategy and execution across AI, cloud, data, product development, and emerging technology. Our culture is built by people who care deeply about doing exceptional work. We set high standards, take ownership, and continually challenge ourselves and one another to be better.

We work hard, support each other, and take genuine pride in what we deliver for our clients, partners, and teams. At Blueprint, you will work alongside talented people with different experiences, expertise, and perspectives. You will have opportunities to take on meaningful challenges, expand your skills, and see the impact of what you build. Bring your perspective. Raise the standard.

Build what matters.

You will support a global customer support operation with our client's team, focused on delivering high-quality experiences across both human-assisted and AI-powered support channels. You will partner with external delivery teams and internal stakeholders to monitor performance, conduct quality reviews, manage escalations, improve support content and processes, and strengthen AI-enabled workflows. You’ll use customer and case data to identify trends, uncover gaps, and drive actionable improvements while helping support teams remain compliant, well-trained, and prepared to deliver consistent customer experiences at scale.

• Partner with delivery teams to conduct quality coaching, case reviews, and performance assessments.
• Identify support-quality gaps and develop improvement plans that increase customer satisfaction and case resolution.
• Manage case, technical, and executive escalations, coordinating with cross-functional stakeholders to drive timely resolution.
• Monitor customer satisfaction, case resolution, quality, and AI-supported performance metrics.
• Review and maintain internal and external support documentation, processes, and training content.
• Support advocate readiness, training, content clarity, and process improvements.
• Contribute to AI migration, Copilot readiness, agent‑assist, and other digital transformation initiatives.
• Audit AI-generated versus human-supported responses and evaluate the effectiveness of AI-to-human handoffs.
• Identify opportunities to improve AI-supported customer experiences, quality, trust, and resolution rates.
• Analyze customer feedback, case trends, and operational data to identify recurring issues and recommend improvements.
• Conduct audits and compliance checks to ensure adherence to established processes and policies.
• Collaborate across delivery partners, operations, product, and other stakeholder groups to implement process and workflow improvements.
• Manage multiple work streams in a complex, global environment while maintaining strong attention to detail.
• Communicate findings, recommendations, and business impacts clearly to stakeholders at various levels.

• 2+ years of experience in customer support, advertising support, contact-center operations, or a closely related environment.
• Experience focused on support delivery, quality management, performance improvement, or operational excellence.
• Hands-on familiarity with online advertising platforms, search advertising, or digital advertising operations.
• Experience using AI, Copilot, agent‑assist, or similar AI-enabled tools to support customer service or business processes.
• Strong verbal and written communication skills.
• Ability to analyze data, identify trends and gaps, and translate findings into actionable improvements.
• Demonstrated ability to manage escalations and remain calm and professional in high-sensitivity or high-urgency situations.
• Strong collaboration and relationship-building skills across teams and organizational levels.
• Ability to work independently, prioritize competing responsibilities, and proactively communicate.
• Experience managing multiple work streams in complex or ambiguous environments.
• Ability to collaborate across multiple time zones, including occasional early-morning…