Full Description

The Senior Manager, QA – Operations will establish and lead the global Quality Assurance program for SupportOps Production Operations, ensuring that every deliverable in our service catalog is rigorously reviewed before release. This is not Development QA — we QA outputs, not code. The ideal candidate has proven success in fast-paced, SLA-driven environments where quality must be achieved without slowing down delivery. They will design and enforce SOPs, governance frameworks, and QA playbooks while leading a small but distributed QA team across Asia, EMEA, and North America.

This is a hybrid role: part leader, part practitioner. The Senior Manager must be able to manage people and processes, but also personally review outputs, validate data workflows, and embed QA directly into workflows when needed. They will champion a QA-first culture, making quality a non-negotiable gate for every deliverable leaving Production Operations.

Day-to-day responsibilities

Build and Lead the QA Function

• Establish a comprehensive QA framework covering all Production Operations service catalog items — from routine data processes to ad-hoc client solutions.
• Draft, maintain, and enforce SOPs, QA checklists, and governance standards across all service lines.
• Embed QA checkpoints into Monday workflows to ensure every deliverable is reviewed before release.
• Build and manage a global QA support model with coverage across Asia, EMEA, and North America.
• Operational QA Execution

Validate all deliverables for accuracy, completeness, and integrity, including (but not limited to)

• Client file intake and imports.
• Data parsing, cleansing, and deduplication.
• Reports, dashboards, and other client deliverables.
• Bulk communications and notifications.
• Client data collection platforms and lightweight business-deployed tools.
• Ensure any non-standard or innovative deliverables created by Production Operations also have QA protocols in place.
• Personally review high-priority deliverables and provide QA sign-off before client-facing release.
• Team Management & Collaboration
• Lead, mentor, and develop a small but globally distributed QA team.
• Define clear SLAs, QA metrics, and accountability measures for the team.
• Partner with Data Analysis, Data Engineering, Platform Engineering, and Service Delivery to embed QA seamlessly into their workflows.
• Influence cross-functional teams to adopt a QA-first culture.
• Continuous Improvement & Governance
• Regularly report QA performance, error trends, and areas for improvement to leadership.