FlyAkeed
Information Technology and Services
Quality&OperationsManager
“Quality & Operations Manager at FlyAkeed. Skills: Quality Assurance, Operational Excellence, Cross-Functional Coordination, Stakeholder Management, Continuous Improvement. Lead the QA function across Akeed Care, Customer Success (Relations), and Onboarding. Design and implement QA frameworks, scorecards, and evaluation criteria for each function”
What You'll Achieve.
ensures every customer interaction — across calls, chat, and email — meets FlyAkeed standards of service, tone, operational efficiency, and resolution quality; ensuring consistency, accountability, continuous improvement, and scalability as we grow
Industry & Context.
problem-solving
What They're Looking For.
Must Have
5+ years of experience in Quality, Operations, or Customer Experience roles, Proven experience in managing cross-functional teams or initiatives, Excellent analytical, problem-solving, and reporting skills, leadership and stakeholder management abilities, Experience with CRM systems and QA tools, Ability to thrive in a fast-paced, high-growth environment, attention to detail and process-oriented mindset
Nice to Have
background in Customer Success, Sales Operations, or Revenue Operations is a plus
What You'll Do.
Lead the QA function across Akeed Care
Customer Success (Relations)
Design and implement QA frameworks
and evaluation criteria for each function
Monitor and evaluate customer interactions across all channels (calls
Define and track quality KPIs aligned with each function's role in the customer journey
Establish operational governance and quality standards across customer-facing teams
Build and maintain operational dashboards covering SLA
Identify operational gaps and drive process improvements
Ensure compliance with internal workflows
and service benchmarks
Lead continuous improvement initiatives across CX-related processes
Drive operational maturity and scalable process design across the department
Design and run structured training programs based on QA insights and recurring gaps
Develop team capabilities and performance in alignment with expected quality standards
Coach team leads and specialists on quality standards
Develop onboarding curriculum for new hires across all three functions
Build a scalable library of playbooks
and reference material to ensure operational consistency at scale
How You'll Work.
Team & Collaboration
Partner with function heads (Akeed Care, Relations, Onboarding) to align on quality priorities and operational improvements; Collaborate with Digital Engagement on self-serve quality and content standards; Report quality performance, operational health, and improvement initiatives to CX leadership on a recurring cadence
Communication Scope
communication
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