Senior Program Manager, Quality

About the role

LinkedIn seeks a Senior Program Manager, Quality to lead quality orchestration across the GTM Vendor Solutions (GTMVS) ecosystem, driving a consistent, scalable, and data-driven quality framework for global vendor programs supporting Sales and Support motions. Based in Bengaluru, Karnataka, India, this hybrid role serves as the central point of orchestration between GTMVS, business stakeholders, program managers, and the external Third-Party Quality Assurance (3PQA) partner. The role translates business priorities into quality strategies, identifies systemic risks, drives vendor accountability, and uses data to influence operational decisions and improve customer and business outcomes.

What you’ll do

• Own and evolve the GTMVS quality operating model across global vendor programs supporting Sales and Support.
• Translate business priorities, customer expectations, and operational goals into clear quality strategies, frameworks, and measurement mechanisms.
• Establish consistent quality standards, methodologies, governance, and ways of working across vendor programs while allowing for appropriate program-level flexibility.
• Partner with GTMVS leadership and business stakeholders to define quality priorities, identify emerging risks, and establish measurable improvement goals.
• Serve as the strategic quality advisor to Program Managers, Vendor Managers, and operational leaders.
• Continuously assess the effectiveness of the quality model and identify opportunities to simplify, scale, automate, and innovate.
• Own the strategic partnership and operating model with the 3PQA Vendor provider across GTMVS programs.
• Establish clear expectations, performance standards, SLAs, governance mechanisms, and accountability frameworks for the quality partner.

What you’ll bring

• 5+ years of experience in Program Management, Quality, Operations, Vendor Management, or a related field.
• 2+ years of experience working with external vendors, BPOs, or third-party operational partners.
• Experience working in either Sales, Customer Support, Customer Success, or another customer-facing operational environment.
• Ability to own and evolve the GTMVS quality operating model across global vendor programs supporting Sales and Support.
• Ability to translate business priorities, customer expectations, and operational goals into clear quality strategies, frameworks, and measurement mechanisms.
• Ability to establish consistent quality standards, methodologies, governance, and ways of working across vendor programs.
• Ability to partner with GTMVS leadership and business stakeholders to define quality priorities, identify emerging risks, and establish measurable improvement goals.
• Ability to serve as the strategic quality advisor to Program Managers, Vendor Managers, and operational leaders.

Nice to have

• Proven experience managing complex, cross-functional programs across global teams and external partners.
• Strong understanding of Sales and/or Support operating models, workflows, and performance metrics.
• Experience designing or managing Quality Assurance / Quality Management programs, preferably in a BPO or outsourced operating model.
• Demonstrated ability to translate data and operational metrics into actionable business insights and recommendations.
• Good analytical skills, with the ability to identify trends, diagnose root causes, and connect quality performance to business outcomes.
• Exceptional stakeholder management and communication skills, with the ability to influence senior leaders and external partners without direct authority.
• Demonstrated ability to hold internal and external stakeholders accountable while maintaining strong, collaborative relationships.
• Experience managing vendor performance through governance, SLAs, KPIs, business reviews, and structured improvement plans.

Skills