QA Manager/Director

QA Manager/Director

Irving TX - Hybrid(4 days onsite in a week)

Job Summary:
We are seeking an experienced Senior Manager / Director of Quality Assurance to lead enterprise QA initiatives supporting customer-facing digital platforms, franchise operations, scheduling systems, customer engagement solutions, and integrated service experiences across web and mobile applications. This role will focus on ensuring high-quality digital experiences that support the end-to-end customer journey for service-based businesses and franchise operations.

The ideal candidate will bring strong leadership experience within customer-focused digital environments and possess the ability to align quality engineering practices with business operations, customer engagement, field services, and digital transformation initiatives.

Key Responsibilities:

• Lead enterprise QA strategy and execution across customer-facing web, mobile, API, and digital service platforms.
• Drive quality initiatives supporting customer scheduling, service requests, technician dispatch workflows, franchise operations, customer communications, and digital engagement platforms.
• Partner with product management, engineering, operations, UX/UI, and business stakeholders to ensure seamless and high-quality customer experiences throughout the customer journey.
• Establish scalable QA processes, automation strategies, testing standards, release governance, and quality metrics across Agile delivery teams.
• Oversee functional, integration, regression, API, mobile, automation, performance, and user acceptance testing activities.
• Validate customer workflows across digital channels including appointment scheduling, notifications, customer portals, mobile experiences, and operational service systems.
• Collaborate with engineering and DevOps teams to support CI/CD pipelines, release management, production validation, and operational stability.
• Support data validation, reporting verification, analytics testing, and integration testing across enterprise platforms and operational systems.
• Lead and mentor distributed QA teams including manual testers, automation engineers, QA leads, and offshore resources.
• Identify delivery risks, quality gaps, customer experience issues, and operational bottlenecks while driving continuous improvement initiatives.
• Work closely with leadership teams to support enterprise modernization, digital transformation, and customer experience initiatives.
• Ensure quality standards align with customer-first thinking, operational excellence, scalability, and long-term platform stability.

Required Qualifications:

• 10+ years of experience in Quality Assurance, Quality Engineering, or Software Testing leadership roles.
• Strong experience supporting customer-facing digital platforms, mobile applications, APIs, and operational systems.
• Experience leading QA organizations within Agile product and enterprise delivery environments.
• Strong understanding of customer journey validation, customer engagement workflows, and service-oriented digital experiences.
• Experience with automation frameworks, API testing, mobile testing, integration testing, and enterprise application testing.
• Ability to communicate effectively with executive leadership, engineering teams, operations teams, and business stakeholders.
• Strong leadership, organizational, stakeholder management, and problem-solving skills.

  • Experience leading and managing both onshore and offshore QA teams across multiple delivery streams, enterprise applications, and customer-facing digital initiatives.  

Preferred Qualifications:

• Experience supporting franchise operations, field service organizations, customer service platforms, or appointment-based business models.
• Experience with cloud-based applications, analytics platforms, enterprise integrations, and customer engagement technologies.
• Experience managing distributed QA teams across multiple enterprise initiatives and delivery streams.