Center of Excellence Manager, Quality Assurance (QA)

Wounded Warrior Project • Jacksonville, FL

1d • Hybrid

About The Position

The Wounded Warrior Project (WWP) Center of Excellence Manager, Quality Assurance (QA) leads and develops the QA team within the Center of Excellence (CoE), ensuring the delivery of reliable, scalable, and high quality solutions that support organizational goals. This role provides mentorship, supports talent development, and oversees QA deliverables, resource planning, and team performance to ensure objectives are met. Partnering closely with IT Delivery Managers, Service Area Directors, and cross functional technical teams, the manager establishes QA best practices, guides test strategy and documentation standards, promotes continuous improvement, and advances tooling and operational excellence across all workflows.

Requirements

• Seven years of progressive experience in QA or related disciplines, with demonstrated leadership responsibilities such as mentoring, coaching, or guiding analysts or cross‑functional teams.
• Five years of experience overseeing or contributing to complex initiatives using QA principles, QA practices, and SDLC methodologies.
• Three years of experience collaborating with stakeholders across Finance, HR, Salesforce, Marketing Technology, or fundraising platforms to support enterprise‑wide technical solutions.
• Three years of staff management experience, including performance development, resource planning, and oversight of QA deliverables.
• Proven ability to mentor, coach, and develop QA teammates, fostering growth in technical competencies, QA processes, and delivery excellence.
• Strong understanding of all aspects of QA processes and tools, QA principles, SDLC methodologies (Agile, Waterfall, Iterative), and end‑to‑end testing methodology.
• Skilled in overseeing QA documentation standards, including scripting, defect tracking and reporting, and testing workflows.
• Demonstrated ability to manage multiple QA initiatives and priorities in a fast‑paced, dynamic environment.
• Excellent troubleshooting, problem‑solving, and decision‑making skills, with the ability to address complex challenges.
• Broad knowledge of custom‑built and vendor‑supported applications, with experience overseeing system functionality across platforms such as Finance, HR, Salesforce, and fundraising solutions.
• Strong verbal, written, and interpersonal communication skills, with the ability to articulate technical concepts to diverse audiences.
• Advanced proficiency with QA manual tracking and automated testing tools, and working knowledge of project management tools such as MS Project or similar platforms.
• Unequivocal commitment to the highest standards of personal and business ethics and conduct.
• Mission-driven, guided by core values, and a pleasure to work with.
• Bachelor’s degree in information systems, computer science, information technology, or a related field. Equivalent combination of applicable education, training, certification, and experience may be considered in lieu of degree.

Nice To Haves

• Five years of experience advancing or standardizing QA practices, including documentation standards, workflow processes, testing procedures, and continuous improvement initiatives.
• Three years of experience managing, designing, or evaluating QA processes from development through final delivery stages.
• Three years of experience successfully managing relationships with key software vendors.
• Master’s degree in information systems, computer science, information technology, or a related field.
• ISTQB Certified Tester Certification, Foundation Level or Advanced Level, or equivalent software testing certification.
• Agile or Project Management Certification.
• IT service management certification, such as ITIL 4 Foundation, and/or quality assurance or software quality certification, such as ASQ Certified Software Quality Engineer (CSQE) or Certified Manager of Software Quality (CMSQ).
• Accessibility or accessibility testing certification, such as IAAP Certified Professional in Accessibility Core Competencies (CPACC) or Web Accessibility Specialist (WAS).

Responsibilities

• Lead and mentor the QA team, providing guidance, coaching, and development plans to foster skill growth, career advancement, and high performance.
• Oversee the quality and timeliness of QA deliverables, ensuring adherence to standards and alignment with Service Area delivery objectives.
• Establish and maintain standard operating procedures and QA best practices for multiple quality domains, including but not limited to functional, performance, accessibility, and regression testing across multiple platforms.
• Collaborate with Delivery Managers and business partners to define QA scope and test strategy (including entry/exit criteria and risk-based coverage), provide QA input during requirements development, and coordinate test execution through final acceptance.
• Drive continuous improvement initiatives to enhance team efficiency, effectiveness, and quality of outputs.
• Monitor team performance metrics (e.g., defect leakage, test cycle time, automation coverage, and escaped defects), resource utilization, and project progress, providing feedback to ensure objectives are met.
• Guide the QA team in translating business requirements into robust test scripts, keeping the regression script library current and keeping process and tool documentation up to date.
• Partner with Delivery Managers and Service Area Directors to gather and assess QA requirements, evaluate tools and QA processes, and ensure alignment with Service Area delivery objectives.
• Collaborate with technical, project, and business teams to support end user testing, ensuring effective communication, smooth implementation, and minimal disruption to QA operations.
• Keep Delivery Managers and Service Area Directors informed of resource allocations and team performance, remediating issues as necessary.
• Attend and actively participate in required training and/or meetings, including but not limited to New Teammate Orientation, WWP Cares, ASIST Suicide Prevention training, Leadership training, culture/team based training, or departmental huddles.
• Other related duties as assigned.

Benefits

• A flexible hybrid work schedule (three days in the office, two days’ work from home)
• Full medical, dental, and vision coverage for both teammates AND family members
• Competitive pay and performance incentives

What This Job Offers

• Job Type: Full-time
• Career Level: Manager