Job Description

Who We Are

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people.

We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you.

We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team.

Our Values

If this sounds like you, you’ll fit right in.

Who You Are

You are a strategic and people-focused leader who is passionate about helping teams grow through structured coaching, performance insights, and continuous improvement. You have a deep understanding of what drives strong customer interactions and are energized by translating performance data into meaningful development opportunities for individuals and teams.

You are both analytical and empathetic. You enjoy identifying patterns in quality evaluations, customer feedback, and operational metrics, and using those insights to design programs that elevate performance at scale. At the same time, you understand the human side of coaching and are skilled at partnering with managers to build confidence, strengthen communication skills, and support professional growth across teams.

You thrive in collaborative environments and are comfortable working across functions to drive change. You are excited by the opportunity to build structured improvement programs that help teams consistently deliver exceptional customer experiences while strengthening coaching practices across the Customer Success Organization.

Your Success Profile

What You Will Work On

• Lead and develop a team of Continuous Improvement Coaches, creating a high-performing culture centered on growth, accountability, and coaching excellence
• Define and evolve the coaching and continuous improvement strategy across the Customer Success Organization
• Design scalable coaching frameworks and performance improvement programs that drive measurable impact on customer and business outcomes
• Partner with QA, Performance Insights, and CSO leadership to identify organizational performance trends and translate insights into targeted development strategies
• Influence and strengthen coaching capabilities across the organization by equipping leaders and managers with effective feedback and performance development practices
• Drive consistency in coaching standards, methodologies, and performance expectations across teams
• Use quality insights, customer feedback, operational metrics, and behavioral trends to proactively identify opportunities for performance improvement
• Partner cross-functionally with Operations, Enablement, and Customer Experience leadership to align coaching initiatives with broader CX and business strategy
• Establish mechanisms to measure coaching effectiveness, behavior change, and performance outcomes at both the individual and organizational level
• Champion a culture of continuous improvement by embedding data-driven coaching and development practices into the day-to-day operation of the CSO

How You Will Do Your Work

As a Manager, Quality Assurance – Sales, your success will be driven by:

• Consultative Approach – You collaborate with sales stakeholders to understand team goals and design QA systems that align with their KPIs.
• Accountability – You treat quality as a cornerstone of sales success and are relentless in ensuring standards are upheld.
• Adaptability – You know that sales evolves rapidly and your QA program is agile enough to adapt as products, messaging, and buyer behaviors change.
• Solution-Orientation – You can identify performance gaps and implement scalable QA practices that help close them.
• Curiosity – You constantly explore new tools, methodologies, and data sources to improve the QA function.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

• Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
• Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
• Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
• Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
• Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

• 5+ years of experience in Customer Experience, Customer Success, Quality, or Coaching environments
• 2+ years of experience leading teams or managing coaching or performance improvement programs
• Strong understanding of customer interaction quality and performance development practices
• Ability to translate data and insights into practical coaching strategies
• Strong communication and stakeholder management skills
• Experience working cross-functionally to drive organizational change

#LI-Hybrid #LI-KC2

The base wage range for this position based in our New York City Office is targeted at $122,000.00 to $134,200.00 per year.

Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks

Diversity At Justworks

Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

We’re proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at accommodations@justworks.com Your comfort and success matter to us, and we're here to ensure an inclusive experience.

Our DEIB Report