Program Manager, Customer Experience and Operations Enablement

Job Description

Job Description

About Caribou

At Caribou, we care about giving people financial freedom so they can focus on what's most important to them. Today, less than two percent of Americans refinance their auto loans despite drastic increases in the cost of new and used cars. We see huge potential to help folks reduce their monthly auto expenses, as well as increase the predictability of those expenses over time. We do this by building technology to pair customers with community banks and credit unions, and ushering them through the process quickly. On average, our drivers save $151 / month on their car loans while protecting their investment long term.

Caribou is led by leaders from the technology, automotive, and finance industries. We're proud to be backed by a great team of investors, including QED Investors, Goldman Sachs, Moderne Ventures, Accomplice, Link Ventures, Motley Fool Ventures and others.

About the Role

The Program Manager, Customer Experience & Operations Enablement is responsible for leading customer insights and quality initiatives across the Sales & Ops organization. This role oversees a team of Quality Assurance Analysts, driving programs that capture, analyze, and act on customer feedback to enhance the customer experience and improve frontline performance. Partnering closely with Sales, Lending Operations, Marketing, Brand, Compliance and Analytics, this leader ensures customer insights and QA findings are translated into actionable strategies that deliver measurable impact and strengthen customer loyalty.

The role requires a balance of strategic thinking and operational execution, strong leadership skills, and the ability to influence cross-functional teams without direct reporting authority.

This role is hybrid and can be based out of either our Chandler, AZ or Denver, CO office locations.

• Lead and manage the VoC and Quality Assurance function, including two QA Analysts, ensuring alignment with business goals and customer experience objectives.
• Translate customer insights from surveys, call / voice analytics, QA reviews, AI-driven interactions, social media, chat, and third-party sources into actionable strategies and business improvements .
• Develop and oversee a comprehensive QA program for voice AI agents, chatbots, and emerging customer communication channels to ensure consistency, compliance, and a positive customer experience.
• Oversee the design and execution of quality monitoring programs, calibration sessions, and coaching initiatives to elevate frontline sales and service performance .
• Conduct root cause and driver analysis, customer journey mapping, and segmentation to identify friction points and improvement opportunities .
• Partner with Sales and Operations leadership to ensure QA insights improve consistency, compliance, and customer outcomes.
• Collaborate with Marketing, Brand, Compliance and Analytics teams to integrate customer feedback into campaign effectiveness, messaging, and product / service enhancements.
• Establish a continuous feedback loop across the organization, advocating for the voice of the customer and embedding customer-centric thinking into decision-making.
• Develop and maintain reporting dashboards, repositories of insights, and action libraries to monitor trends and measure the impact of QA and VoC initiatives .
• Serve as a subject matter expert in VoC, QA best practices, transcript / voice analytics, and optimization of communication platforms.
• Present findings, trends, and recommendations to leadership, driving accountability for customer experience outcome s.

About You

Qualifications

Skills

How we will take care of you

Everyone at Caribou is a valued team member. Our compensation and benefits package includes :

Our Core Values

We come from all walks of life and are joined together by our shared values, which guide our work and how we work together.

Caribou is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, pregnancy status, marital status, military or protected veteran status, genetics, or any other characteristic protected by law. This position is not restricted solely to the responsibilities listed above, and the scope and responsibilities are subject to change. A pre-employment background check is required as a condition of employment.

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