Support Quality Program Manager

| Chicago
ActiveCampaign's category-defining Customer Experience Automation Platform (CXA) helps over 130,000 businesses in 170 countries meaningfully engage with their customers. The platform gives businesses of all sizes access to 500+ pre-built automations that combine email marketing, marketing automation, CRM, and machine learning for powerful segmentation and personalization across social, email, messaging, chat, and text. Over 70% of ActiveCampaign's customers use its 300+ integrations including Shopify, Square, Facebook, and Salesforce. ActiveCampaign scores higher in customer satisfaction than any other solution in Marketing Automation on G2.com and is the 2020 Top Rated Email Marketing Software on TrustRadius. 
As a global multicultural company, we are proud of our inclusive culture which embraces diverse voices, backgrounds, and perspectives. We don’t just celebrate our differences, we believe our diversity is what empowers our innovation and success. If this matches your goals and interests, we hope you consider joining our team!
As one of the fastest-growing SaaS companies, we are scaling rapidly to keep up with market demand. We are growing all of our teams and looking for people who share our values, deliver innovation frequently, and join us in our mission to grow our customer base from 130,000 today to millions.
The Support Quality Program Manager is responsible for day to day oversight of our quality program, team, and assessment of support team performance. In this role, you will help to establish and enforce standards that support a positive customer experience and knowledge sharing environment.

What your day could consist of:

  • Leads and develops a global team of Quality Specialists
  • Assists with design and documentation of ticket monitoring and quality standards.
  • Performs quality assessments in accordance with the overall program.
  • Coordinates and facilitates sessions to ensure global calibration in quality standards
  • Provides insights into trends and actionable data to various internal support groups and leadership
  • Coordinates with the training team to ensure compliance with all training issues and improve overall performance.
  • Provides regular quality performance results to managers, center operations team
  • Completes and maintains a calendar of internal remote monitoring sessions
  • Coordinates with the training team in the development of new programs, new hire classes for existing programs, and/or changes to programs.
  • Validates quality processes by establishing product specifications and quality attributes; measuring production; documenting evidence; determining operational and performance qualification; writing and updating quality assurance procedures.

What is needed:

  • 5+ years experience in a support, success, or sale environment
  • 3+ years supervisory/management experience
  • Prior experience leading a quality program in a technical support environment
  • Ability to handle multiple projects simultaneously
  • Ability to analyze data and review processes objectively
  • Ability to monitor and record improvements in performance.
  • Ability to provide feedback and demonstrate a variety of coaching methods
  • Strong time management and project management skills
  • Ability to think globally, mindful of scalability 
  • Strong written and verbal communication skills 
  • Strong attention to detail, task-oriented, organizational skills

ActiveCampaign is an employee-first culture. We take care of our employees at work and outside of work. You can see more of the details here, but some of our most popular benefits include our comprehensive health and wellness benefits (including no premiums for employees on our HSA plan, tele-health and tele-mental health, and access to the Calm app for mediation), open paid time off, generous 401(k) matching with no vesting, a generous stipend to outfit your remote office, and a focus on career growth including access to personal and professional coaching. We take a proactive approach to diversity and inclusion and offer parental leave, career pathing, and support employees’ ongoing learning and development through Udemy and access to life coaches via Modern Health. We also offer cool swag.
ActiveCampaign is an equal opportunity employer. We recruit, hire, pay, grow and promote no matter of gender, race, color, sexual orientation, religion, age, protected veteran status, physical and mental abilities, or any other identities protected by law.
Our Employee Resource Groups (ERGs) strive to foster a diverse inclusive environment by supporting each other, building a strong sense of belonging, and creating opportunities for mentorship and professional growth for their members. 
Our core values: 
Start with trust
Make the customer a hero
Cultivate inclusion & diversity
Iterate everything, always
Create WOW
Pursue growth with gratitude
Visit here to learn about perks and benefits at ActiveCampaign and see our values in action.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavaLanguages
    • JavascriptLanguages
    • KotlinLanguages
    • PHPLanguages
    • PythonLanguages
    • jQueryLibraries
    • DjangoFrameworks
    • Ember.jsFrameworks
    • FlaskFrameworks
    • LaravelFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Figma Design
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement
    • ActiveCampaignCRM
    • ActiveCampaign Email

Location

Located in the heart of the Loop overlooking State Street, with views of the lake and Millennium Park with easy access to the Metra & CTA stations.

An Insider's view of ActiveCampaign

What are some social events your company does?

Pre COVID-19, we were known for some amazing events-swanky holiday parties, family-friendly picnics, awesome global kick-offs, first class P Club., etc. We needed to rethink this so are being creative in how we engage teams and across teams. We are hosting a Talent Show, cooking classes, trivia, our monthly speaker series-all virtual but still fun!

Trinity Malito

Employee Experience Manager

How does the company support your career growth?

ActiveCampaign has helped me develop existing strengths and discover new ones, leading to upward advancement into new roles. From my direct manager to C-level leadership, a personal interest is taken in my growth. They recognize not only my current achievements — they recognize my possibility and give me opportunities to realize my potential.

Finch Grace

Product Marketing Manager

How has your career grown since starting at the company?

Accepting an offer at ActiveCampaign was more than an exciting change—it was a career investment. I am encouraged to follow my strengths and run with opportunities. I started creating educational content, which led to traveling the country to lead customer workshops. Then I transitioned to product marketing, where I continue to grow as a leader.

Kara Andersen

Senior Product Marketing Manager

What are ActiveCampaign Perks + Benefits

ActiveCampaign Benefits Overview

We believe that benefits can be as important as compensation. We believe that not having to worry about health plans, dental networks or having enough retirement savings are equally important. We focus on benefits that not only enable our team to grow in their career, but ensure they remain happy and healthy outside work.

ActiveCampaign offers best in class health benefits with zero or very favorable employee premium cost share. Our 401k employer match is exceptionally generous with no vesting or wait period to contribute. There is a wide variety of voluntary and pass through benefits as well.

We have enhanced our remote work environment including rolling out new perks such as a quarterly home office stipend, virtual events, parent support and mental wellness resources such as free Calm subscriptions, team virtual wellness events (yoga, stretching, meditation), telehealth that includes free therapy sessions and even access to personalized life coaching through Modern Health.

When we return to the office, our amazing in-office perks such as delivered lunch, unlimited snacks, barista bar, onsite gym, gorgeous roof deck will be waiting.

Culture
Volunteer in local community
Volunteer events include Best Buddies Friendship Walk, Chicago Parks Foundation Clean Up, ChiTech Academy Little Black Dress Night, and BUILD Chicago End of Summer Bash
Partners with Nonprofits
Nonprofit partners include Future Founders, Greater Chicago Food Depository and Best Buddies
Friends outside of work
Eat lunch together
Intracompany committees
Committees within ActiveCampaign include DEI Committee, WellnessCampaign (Wellness Committee), Activity Committee and ActiveImpact (Charity Committee)
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Managers identifying as female make up 45% of leadership. VP exec group is 50% diverse.
Unconscious bias training
Unconscious bias training is part of our diversity training covering 16 areas of DEI training. Teams participate in Unfiltered Conversations - a framework for learning about race in the workplace.
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
ERGs across the org include resources for parents, LBGTQ+, Women of AC, Inner Faith, Black, and Latino team members.
Hiring Practices that Promote Diversity
Our DEI hiring plan is inclusive of long and short term goals to ensure we continually improve our hiring practices, and proactively identify areas of improvement and potential unconscious bias.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
$2,000 per plan year, or $5,000 per plan year for Dependent Care FSA
Disability Insurance
Dental Benefits
All premiums for employees are fully covered by ActiveCampaign
Vision Benefits
All premiums for employees are fully covered by ActiveCampaign
Health Insurance Benefits
All premiums for employees are fully covered by ActiveCampaign. All preventative care is covered at 100%
Life Insurance
100% of annual earnings per employee up to $100,000
Pet Insurance
Pet insurance is available through Nationwide Pet and expenses vary based on animal
Wellness Programs
Our Wellness committee meets regularly to discuss new programs and resources, focusing on mental, physical and financial wellness
Onsite Gym
Team workouts
Through our partnership with Soothe, teams have the opportunity to connect with other teams through guided virtual fitness programs like yoga, stretching, meditation, and more!
Mental Health Benefits
Free Calm subscription, access mental health professionals and free therapy sessions via our expanded telemedicine benefit. Our health benefits also cover 52 weeks of therapy coverage annually.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Generous 401K matching with no wait or vesting requirements, so you can save right away
Company Equity
Certain roles and levels are eligible for stock options
Performance Bonus
Certain teams and leadership roles are eligible for performance bonuses based on metrics and KPI's
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. We also provide 3 weeks of leave for the secondary caretaker.
Flexible Work Schedule
We trust our employees to get their work done and manage their personal/family/social and work time responsibly.
Remote Work Program
Family Medical Leave
Restricted work hours
Return-to-work program post parental leave
Company sponsored family events
ActiveCampaign sponsors semi-annual family events.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
We don't put caps on paid time off - if you need the time, take the time
Paid Volunteer Time
Our employees receive three days of company-paid volunteer time per year, in addition to company-sponsored giving back events
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
We provide monthly CTA and Metra pre-paid transit benefits plus free annual DIvvy Bike memberships
Company Outings
Free Daily Meals
Game Room
Our game room includes Ping Pong, Pool Table, Foosball, Shuffle Board, Video Games and basketball
Stocked Kitchen
When we say stocked, we mean stocked
Some Meals Provided
Lunch stipends are provided every day, delivered onsite via Fooda. Breakfast is available with cereal, yoghurt, toast, fruit.....
Happy Hours
Recreational Clubs
Our employees are sporty. We sponsor AC teams such as bowling, softball, kickball.
Relocation Assistance
Home Office Stipend for Remote Employees
Quarterly reimbursement of up to $250 for home office equipment, phone and utilities
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
ActivePerspectives, our guest speaker program brings perspectives from world champions, business leaders, and other unique voices — to educate ActiveCampaign employees on topics related to our value
Cross functional training encouraged
Promote from within
Mentorship program
Our mentorship program includes 1-to-1 program, Career mentoring, Leadership mentoring
Continuing Education stipend
We offer $1500 annually for continuing education programs, conferences and other development programs
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications

Additional Perks + Benefits

In response to COVID-19, ActiveCampaign has gone above and beyond most companies of its size to support employees. In addition to an overall increase in flexibility for employees balancing family and work, the company launched new benefits, like mental health counseling and isolation support groups, a series of wellness webinars, with titles like: Nutrition and how to eat well, especially while isolated, and partnerships with Soothe and Calm bring guided live sessions for yoga, meditation, reflexology, massage and stretching, etc. To keep the team together, we have hosted virtual cooking classes, variety shows, and more.

In office benefits include daily Catered Lunches through Fooda. Free onsite baristas. Open Vacation Policy. Dual monitor & stand-up desk workstation. FOND Membership. Bonus.ly Peer Recognition Program. Flexible Work/Life Balance. Many easy ways to give back to the community. Onsite gym at very low cost. Roof deck with lake views. Game rooms. Beer and wine on tap. Endless snacks. Amazing parties.

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