Director, Quality & Customer Experience

Full Time, onsite
TopView Group
New York, United States of America

Salary undisclosed

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TopView Group, a well-established sightseeing company with over a decade of successful operations in New York City, is currently experiencing rapid growth on a global scale. Powered by in-house technology, TopView Group creates one-of-a-kind experiences for everyone around the world. Our rapidly growing portfolio of products provides a variety of popular adventures, including hop-on hop-off bus tours in NYC and London, special events such as Tea Around Town and North Pole Express, sightseeing and event cruises, bike rental and tours, walking tours, and Attraction Pass. New York Water Tours, part of the TopView group, runs sightseeing, dining, experiential and special event cruises in New York City.

Our company culture thrives on fast pace, innovation, and productivity, catering to more than one million guests annually. As we experience this exceptional growth, we are seeking a dynamic and skilled Director of Quality to create and lead our product and process quality and compliance program. If you are ready to build something big, then you are the perfect fit!

The ideal candidate will be a strategic thinker, with a can-do attitude and a proven track record of elevating product experience through development and adherence to a strict quality control program.

Responsibilities

Develop a comprehensive quality management program for all our products to ensure customer expectations are met and exceeded
Create and scale the program across multiple products and geographies
Hire, train and lead a team of quality professionals to administer the quality program across all products and all geographies
Collaborate with cross-functional teams to create detailed build specifications and standard operating procedures for various assets, and tour products operating under a variety of scenarios
Get involved in the product design process to help define and operationalize the quality criteria for a successful product
Establish quality assurance procedures, identify gaps between the achieved product quality and anticipated product standards, and suggest corrective actions in a timely manner
Ensure compliance with established SOPs and product quality standards, through an audit program comprising own inspectors, and 3rd party services as required
Gather, monitor and analyze customer feedback through various channels including surveys, reviews, customer contacts, etc. and present actionable insights from it
Steer product and operations leadership towards continuously improving product quality through the insights gained from customer feedback
Lead the customer service team
Drive improvements in customer service responsiveness by bringing to bear new self-service tools, and automated channels

Qualifications

Degree in an applicable discipline - preferably in an engineering, business, operations management, hospitality or related field
10+ years of quality management experience in a dynamic and fast-paced environment
Proven abilities in elevating product presentation and customer experience
Strong background in developing comprehensive quality assurance and audit programs
Exceptional data analysis and presentation skills
Ability to establish priorities, manage workload, and respond with a sense of urgency in a fast paced and dynamic environment
Proven ability in performing root cause analysis and presenting logical conclusions
Openness to work flexible (including weekends) and extended hours, as needed and be available to respond to situations
Familiarity with quality management systems and tools
Experience with various productivity, project management and financial suites like Google Workspace, MSOffice, Monday.com, ClickUp.com, SAP, Netsuite etc.
Effective verbal and written communication skills
Work schedule is 50+ hours a week; must be available to work weekends and holidays.
Work location: Midtown, NYC; valid driver’s license required.