SummaryProvide operational product experience ownership for enterprise Verint Quality Management (QM), Automated Quality Management (AQM), Speech & Text Analytics, and Performance Management capabilities within the Performance Enablement Organization (PEO). This role owns how the business experiences and uses these platforms and capabilities, while the Technology team owns the underlying product and technical delivery. The PXO serves as the primary liaison between Technology Product Owners, CX Quality leadership, reporting and analytics teams, and operational leaders to ensure business needs are clearly translated, platform capabilities are fully understood, and configured solutions meet operational, compliance, and performance expectations.
You will define the operational vision and roadmap for Quality, Analytics, and Performance Management, including how these capabilities support evaluation workflows, calibration, compliance, coaching, performance measurement, and continuous improvement across omnichannel and back-office operations. You will ensure consistent, scalable, and governed use of quality, analytics, and performance capabilities across the CX enterprise, partnering closely with Operational Analysts who execute configuration and reporting within defined standards and priorities.
Your role in our mission- Own and manage the operational roadmap for Quality Management, AQM, Speech & Text Analytics, and Performance Management solutions, including standardization and optimization initiatives.
- Expert-level understanding of quality and performance drivers and how evaluation, automation, analytics, and performance measurement capabilities support business outcomes.
- Translate complex operational, compliance, quality, and performance requirements into platform capabilities, configuration standards, and system requirements.
- Define and enforce enterprise governance standards for scorecards, evaluation forms, calibration processes, AQM rules, analytics taxonomies, KPIs, and performance metrics.
- Ensure performance metrics and dashboards are consistent, trusted, actionable, and aligned to standardized operational definitions.
- Maintain strong documentation discipline, including operational standards, configuration guidance, metric definitions, governance artifacts, and platform runbooks.
- Serve as a trusted advisor and subject matter expert to CX Quality leadership, operational leaders, analytics partners, and executive stakeholders.
- Act as the primary liaison between CX stakeholders and Technology Product Owners, ensuring shared understanding of business needs, performance intent, and platform capabilities.
- Partner with Technology Product Owners during sprint planning, backlog grooming, and delivery execution to preserve operational, quality, and performance intent.
- Review analyst deliverables for quality, accuracy, alignment to standards, and operational feasibility.
- Provide guidance and mentorship to Operational Analysts supporting Quality, Analytics, and Performance Management initiatives.
- Communicate complex quality, analytics, and performance concepts in clear, executive-ready language to support leadership decision-making.
- Operate effectively in an agile, matrix-based environment.
What we're looking for- Bachelor's degree in Business Administration, Information Systems, Operations, Analytics, or a related field, or equivalent relevant experience
- Extensive experience in omnichannel and back-office quality and performance operations, including QA governance, calibration, compliance, and KPI management
- Demonstrated experience providing operational product ownership or business consulting for enterprise software platforms
- Strong experience working at the intersection of operations, quality, analytics, and technology across complex, multi-account environments
- Deep experience with enterprise QM platforms, including Verint QM, AQM, Speech & Text Analytics, and performance reporting capabilities, or comparable solutions
- Demonstrated experience leading or scaling enterprise quality, analytics, or performance management programs beyond initial implementation
What you should expect in this role- Fully remote position.
- Opportunity to travel through your work up to 10% of the time.
This posting is intended for pipelining. We will accept applications on an ongoing basis.
The pay range for this position is $80,600.00 - $115,200.00 per year, however, the base pay offered may vary depending on geographic region, internal equity, job-related knowledge, skills, and experience among other factors. Put your passion to work at Gainwell. You'll have the opportunity to grow your career in a company that values work flexibility, learning, and career development. All salaried, full-time candidates are eligible for our generous, flexible vacation policy, a 401(k) employer match, comprehensive health benefits, and educational assistance. We also have a variety of leadership and technical development academies to help build your skills and capabilities.
