Director - Quality & Support

About Dscout

At Dscout we’re building the most flexible and powerful UX research platform on the market—trusted by the world’s top brands in finance (JP Morgan Chase Intuit Charles Schwab PayPal) healthcare (Aya Headspace) consumer goods (Keen Verizon Target Northface) and tech (Google Amazon Facebook Meta Spotify AirBnB). Our tools help teams deeply understand the humans behind their products so they can build better ones.

We’re already recognized as a leader in the UX research space. Now we’re going even further. We’re transforming our platform and internal development lifecycle to be AI-first—rethinking how we collect analyze and act on rich media data (think: video audio open text) at scale. Engineers at Dscout aren’t just maintaining code—they’re building what’s next: whole new products and infrastructure designed from the ground up with GenAI at the core.

If you’re curious collaborative and excited about using AI to solve meaningful complex problems—we’d love to meet you.

The opportunity

You are a leader who doesn't just manage existing operations—you build new ones from scratch. You would be joining Dscout during one of the most transformative periods in our company's history creating a combined Quality & Support organization that doesn't exist today. This role demands someone who can operate with high autonomy make critical decisions with incomplete information build teams and define what success looks like when there's no playbook to follow.

This isn't about maintaining traditional support queues or managing manual QA teams. You'll be architecting a modern quality and support operation built on automation AI and analytics. You’ll build a high-performing customer-obsessed team that thrives on continuous improvement define the processes establish the metrics and create the culture that will carry us into the future of customer support and quality analytics.

You'll work directly with the senior leadership and cross-functionally with Engineering Product and customer facing teams leaders to shape how we think about quality and customer experience. You'll have the freedom to bring your experience and expertise to bear on hard problems and the support to make bold decisions.

If you’re energized by ambiguity inspired by building new systems and passionate about redefining how a company can deliver quality and support - this is your opportunity to shape it from the ground up!

What you will do

Build & lead a high performing team

- Define role responsibilities and team structure for your team

- Lead team members during a period of organizational transition

- Foster a culture of drive self-directed learning and continuous improvement

- Create clarity and psychological safety while maintaining high performance standards through organizational change

Execute with velocity and impact

- Cut through ambiguity to create actionable plans and maintain unwavering focus on outcomes

- Drive AI support from concept to launch with aggressive timelines

- Establish quality dashboards and baseline metrics as early foundational work

- Continuously drive improvements & evolution of the AI support tooling with focus on measurable results

Establish world-class quality analytics

- Build comprehensive dashboards and reporting that give real-time visibility into product health

- Establish monitoring systems across all quality data sources: support tickets bugs internal systems and qualitative feedback

- Create proactive alerting and communication when quality trends shift

- Partner with the Engineering and Product teams to drive continuous quality improvements

Own critical processes and communications

- Define scalable processes and protocols across product engineering and customer facing teams

- Establish standards for customer communications during platform issues outages or changes

- Lead high-stakes complex customer communications in partnership with account teams

Technical & strategic leadership

- Own the AI support strategy - Define the roadmap for AI support capabilities and set accuracy/deflection targets

- Drive data-informed decisions - Establish KPIs create dashboards and use analytics to identify improvement opportunities

- Evolve AI support tools & process while balancing balancing ongoing quality and support needs

Qualifications

- 7+ years in customer support / success quality operations or related fields with at least 3 years leading teams

- Track record of leading through organizational change and transformation while maintaining team morale and psychological safety

- Experience hiring developing and retaining high-performing teams

- Demonstrated success managing cross-functional processes and communications in a B2B SaaS or product environment

- Direct experience implementing quality analytics dashboards and metrics-driven operations at scale

- Proven track record building or significantly improving support automation—ideally with AI-based systems

- Strong technical fluency—you understand how modern software systems work and can engage credibly with engineering teams including GenAI & system integration topics

- Ability to make sound technical decisions and analyze trade-offs in partnership with engineering leadership (without needing to code)

- Exceptional written and verbal communication including experience managing difficult customer-facing situations

Of course what is outlined above is an ideal set of expectations but things may shift based on business needs and other projects and tasks could be added at the discretion of your manager.

About Dscout

Dscout is a team of passionate empathetic and curious professionals. As a recognized leader in the Forrester Wave we’re at the cutting edge of experience research technology. The power of research drives us—how in-context insights from real people can build more enjoyable products and services.

We prioritize learning sharing and building. We also deeply value being a diverse and inclusive team and company and look for team members who align with that belief. Join our dynamic team and help shape product roadmaps and business strategies for the world’s most loved brands.

It doesn't stop there. When you join the Dscout team you will get:

* A strong and competitive compensation package with a built-in bonus and equity program.

* An incredible and progressive benefits package (for both you and your dependents) to support work/life balance including flexible PTO 16 company holidays 12 weeks of paid parental leave 401k match and much more.

* An education stipend to support your growth & development and a remote work stipend.

* A company that is open and transparent with our team. You will know what is happening and why it matters.

Dscout is an equal-opportunity employer that values diversity. We do not discriminate based on identity including race color religion national origin or ancestry sex gender identity and expression age physical or mental disability pregnancy veteran or military status unfavorable discharge from military service genetic information sexual orientation marital status order of protection status citizenship status arrest record or expunged or sealed convictions or any other legally recognized protected basis under federal state or local law.

If you need reasonable accommodations for any part of the employment process please email us at [email protected] with the nature of your request and your contact information. We'll do all we can to ensure you're set up for success during our interview process while upholding your privacy including accommodation requests. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.

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