Senior Manager, Product Quality & Customer Experience

McAfee • Frisco, TX

5d • Hybrid

About The Position

McAfee is seeking a Senior Manager of Customer Experience Validation & Product Quality to establish and lead a new function within Customer Services. This role will serve as the independent customer advocate throughout the product lifecycle, ensuring that releases are validated from the customer's perspective and that customer experience issues are identified and addressed before broad market impact. The successful candidate will build and lead a small, highly leveraged team responsible for customer journey validation, real-world environment testing, launch readiness assessments, post-launch quality monitoring, and customer-impact analysis. The leader will partner closely with Product Management, Engineering, Customer Support, Voice of the Customer, Analytics, and Customer Services Tools & Innovation teams to improve product quality, reduce customer effort, and lower support demand.

Requirements

• 8+ years of leadership experience in Product Quality, Customer Experience, Technical Support, Quality Engineering, Product Operations, or related fields.
• Experience leading cross-functional initiatives involving Product and Engineering organizations.
• Strong understanding of software release processes and quality methodologies.
• Experience utilizing customer feedback, analytics, and operational data to drive improvements.
• Proven ability to influence senior leaders and drive organizational change.
• Demonstrated success leading technical and customer-focused teams.

Nice To Haves

• Experience within cybersecurity, SaaS, consumer software, or technology industries.
• Knowledge of customer journey mapping and customer experience methodologies.
• Experience with Voice of Customer programs and root cause analysis.
• Familiarity with testing across multiple operating systems, browsers, device types, and consumer environments.
• Experience supporting launch readiness programs and go-to-market initiatives.

Responsibilities

• Build and Lead the Customer Experience Validation Function: Establish the vision, strategy, operating model, and governance for Customer Experience Validation & Product Quality. Build a scalable team focused on customer-centric quality assessment and release validation. Create launch-readiness standards and customer experience certification processes. Develop scorecards and executive reporting on quality, customer impact, and launch readiness.
• Customer Experience Validation: Own end-to-end customer journey assessments across onboarding, activation, installation, renewal, account creation, device protection, VPN, and identity experiences. Evaluate customer friction, confusion, abandonment points, and effort throughout key customer journeys. Conduct pre-launch experience reviews and provide release recommendations. Identify opportunities to improve product usability, adoption, and retention. Act as true “Voice of the Customer” while vetting product enhancements and maintenance to ensure they make sense and provide incremental product value.
• Product Quality & Release Readiness: Lead customer-focused testing of new releases, updates, and new customer experiences. Develop test plans covering real-world customer environments, physical devices, operating systems, browsers, OEM experiences, and account configurations. Validate product quality prior to launch and recommend go/no-go decisions based on customer readiness. Partner with Product and Engineering teams to ensure customer-impacting issues are addressed.
• Voice of Customer & Defect Management: Leverage customer support contacts, VOC insights, surveys, escalations, and analytics to identify emerging issues. Recreate customer defects and degraded experiences reported through support channels. Quantify customer impact and prioritize improvements based on business value. Develop mechanisms to ensure customer feedback directly influences product decisions.
• Cross-Functional Leadership: Serve as the primary liaison between Customer Services, Product Management, Engineering, CX Lab, VOC, Analytics, and Support Operations. Drive executive discussions regarding product quality, customer impact, and release risk. Influence roadmaps and prioritization through data-driven customer insights. Build strong partnerships across the company to improve customer outcomes.

Benefits

• Bonus Program
• 401k Retirement
• Medical, Dental, Vision, Basic Life, Short Term Disability and Long-Term Disability Coverage
• Paid Parental Leave
• Support and Community Involvement
• 14 Paid Company Holidays
• Unlimited Paid Time Off for Exempt Employees
• 96 Hours of Sick Time and 120 Hours of Vacation for Non-Exempt Employees Accrued Each Year

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed