Senior Director, Engineering Quality & Customer ExperienceDepartment: Research & Development
OverviewThe Senior Director, Engineering Quality & Customer Experience is responsible for defining and executing the company's end-to-end quality strategy across platform, product delivery, and the full customer lifecycle. This role owns the transformation from traditional QA to AI-native quality engineering, combining automation-first testing, shift-left execution, and agentic quality enablement.
This leader is accountable not only for internal engineering quality, but for how customers experience quality across new feature rollout, onboarding, new customer implementation, customer upgrades, and ongoing production performance. The role ensures predictable, reliable implementations and upgrades by partnering with Engineering, Product, Delivery, Implementation, Customer Success, and Support teams.
The Senior Director leads an AI-first Quality Engineering Center of Excellence that enables engineering teams, QA, product, and delivery partners to adopt intelligent automation, reduce regression time, and improve defect prevention at scale. Advances quality focus from generic regression to journey-based and customer segment driven quality coverage, informed by NPS program and production data. The ideal candidate has prior transformation experience who can influence technology leaders, internal stakeholders and customer-facing delivery while building trusted, measurable quality outcomes for high volume payments and insurance workflows.
Key Responsibilities
AI driven Quality Transformation & Continuous Delivery- Lead the enterprise shift to AI-native quality engineering focusing on automation-first strategies, agentic test generation, and LLM-assisted validation that expands test coverage at scale.
- Drive the release model from bi-weekly cadence to continuous deployment by embedding CI/CD quality gates, intelligent test selection, and release confidence scoring that enable safe, frequent production delivery.
- Establish the AI Quality Engineering Center of Excellence: standards, patterns, adoption frameworks, and tooling strategy (select, standardize, retire) so product managers, designers, and engineers can execute quality simply and consistently.
- Partner with Product, Engineering, Architecture, and Delivery to embed quality as a system-level capability as the SDLC evolves toward agentic AIDLC workflows.
- Use AI-driven insights to identify defect patterns, coverage gaps, and automation priorities.
- Develop agentic test harnesses with AI-generated mock data to accelerate and scale testing for lower environments and customer UAT.
Automation Platform & Test Architecture- Own the AI-powered quality platform and roadmap focusing on agentic test generation, Graph RAG context-aware testing, customer configuration-aware test packs, and multi-stack support tooling (.NET, Java, Angular, PHP).
- Define enterprise test architecture standards (unit through E2E), automation frameworks, CI/CD gates, and flakiness reduction for critical payment flows and integrations.
- Enable SDETs, engineers, QAs, and domain SMEs to contribute automation through Terminal and CLI workflows using agents, skills, rules, and hooks that increase coverage, reduce test execution time, improve detection and root cause analysis.
- Establish data-driven quality signals. Partner with operational teams to capture automation health, defect escape trends, release readiness evidence and compliance best practices with auditability, traceability, and requirements-to-test coverage for regulated payment systems.
- Develop standards and release certification criteria for AI-generated code and automated test assets, including validation required before promotion of release candidates to production.
- Ensure production issues directly influence automation investment, quality gates, and test design.
Customer Journey Quality & Segmentation- Own quality across onboarding, implementation, upgrades, and support; partner with Delivery, Implementation, and Customer Success on transparent gates, SLAs, and customer-visible release confidence.
- Make product and quality strategy reflect real customer differences through carrier profile and configuration segmentation models.
- Move from generic regression to journey-based, carrier-profile-driven coverage using configuration segmentation, production data, NPS insights, and support ticket themes to prioritize test investment.
- Partner with Delivery teams to define performance requirements and SLAs, communicate test results and coverage metrics, and proactively mitigate risks to support successful customer go-lives and upgrade stability.
- Partner with Product and Delivery to prioritize testing based on customer usage patterns, production data payload samples, and other risk exposure.
- Support customer test automation through shared frameworks and reusable, configuration-aware test packs. Close the loop by measuring improvements against aging ticket volume, NPS, and defect escape trends.
- Partner with the product team to analyze drop-off analytics and top consumer complaints to inform journey-based quality priorities and defect prevention.
- Provide customer-visible release confidence signals for implementations, upgrades, and production releases.
Production Observability & Organizational Leadership- Align quality engineering with business outcomes (payments reliability, uptime, accuracy), regulatory and compliance requirements, and customer experience expectations.
- Connect test results, CI/CD signals, production incidents, and customer-reported issues into end-to-end quality observability; use AI-driven insights to identify defect patterns, coverage gaps, and automation priorities.
- Drive incident feedback loops into regression coverage, segmentation updates, and quality gate enhancements so production issues directly shape SDET and automation investment.
- Lead and develop a multi-disciplinary organization of AI platform engineers, SDETs, QA engineers, and automation specialists; own quality metrics and executive reporting on release confidence and transformation progress.
- Partner across Engineering, Product, Architecture, Delivery, Support, IT Operations and Compliance to align quality practices with customer success, payment reliability, and regulatory requirements.
- Hire, mentor, and develop the team on modern quality engineering, platform thinking, and AI-enabled workflows.
Education & Experience- Bachelor's Degree in Computer Science, Engineering, or equivalent work experience.
- Minimum 10+ years in a senior engineering role, SDET leadership, or digital transformation, including 5+ years leading managers and Staff-level engineers.
- Proven experience building or scaling a Quality Engineering Center of Excellence, SDET programs, and enterprise automation frameworks.
- Demonstrated success in shift-left quality, CI/CD quality gates, and enabling continuous deployment at scale.
- Strong understanding of AI-native quality engineering, including LLM, RAG, and agentic workflow validation strategies.
- Experience spanning internal engineering quality and customer implementation, upgrade, and lifecycle quality.
- Knowledge of the ACH and payment processing ecosystem and insurance industry preferred.
- Experience leading organizational transformation and managing blended teams; excellent communication and influence across engineering, product, delivery, and customer stakeholders.
Physical Demands:
The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential job functions.
Environment:
Standard indoor office setting; exposure to computer screens.
Physical:
Requires repetitive motion. Substantial movements/motions of the wrists hands, and/or fingers. Sufficient mobility to work in an office setting; stand or sit for prolonged periods of time; operate office equipment including use of a computer keyboard, mouse, scanner and other tools as needed.
Vision:
See in the normal vision range with or without correction; vision sufficient to read computer screens and printed documents.
Hearing:
Ability to hear in the normal audio range with or without corrections.
Company Profile: At One Inc, we empower insurers to meet policyholder expectations with choice, control, convenience, and continuity. Our mission is simple: to make every payment a promise kept.
The One Inc Insurance Payments Network seamlessly integrates multi-channel digital communications with inbound payment processing and outbound disbursement, delivering a frictionless experience for both premiums and claim payments. With over $120 billion in annual payments volume, we are proud to serve more than 300 insurance carriers, helping them honor their commitments instantly and securely.
Headquartered in Folsom, CA, One Inc offers competitive salaries, comprehensive benefits - including medical, dental, and vision insurance - a 401(k) plan, and a strong commitment to work-life balance. We believe in growing from within, promoting opportunities for career advancement across our team of 1,200+ dedicated "Onesters."
Join us in building the infrastructure that fulfills the promise of insurance.
One Inc is an equal opportunity employer and complies with all EEOC legislation in each jurisdiction it operates in.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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