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