Customer Experience Validation & Product Quality Leader

McAfee; Frisco (TX); On-site; USD 124,000 - 204,000; Full time

Benefits offered by this job

Bonus Program

401k Retirement

Medical, Dental, Vision, Basic Life, S

Paid Parental Leave

Unlimited Paid Time Off

Sick and Vacation Time

Job summary

McAfee is seeking a Senior Manager of Customer Experience Validation & Product Quality to establish and lead a new function within Customer Services. This role acts as the Voice of the Customer, ensuring releases are validated from the customer perspective and issues are addressed before broad market impact.

You will build a scalable team, define launch-readiness standards, and partner with Product and Engineering to drive customer-centric quality across the lifecycle.

Qualifications

• 8+ years of leadership experience in product quality, customer experience, or related fields.
• Experience leading cross-functional initiatives with product and engineering teams.
• Strong understanding of software release processes and quality methodologies.
• Experience using customer feedback, analytics, and operational data to drive improvements.

Responsibilities

• Build and lead the Customer Experience Validation function with vision, strategy, and governance.
• Create launch-readiness standards and customer experience certification processes.
• Develop scorecards and executive reporting on quality, customer impact, and launch readiness.
• Own end-to-end customer journey assessments across onboarding, activation, installation, renewal, and more.
• Lead testing of releases across real-world environments and advise go/no-go decisions.
• Partner with Product and Engineering to address customer-impacting issues and improve usability.

Skills

Leadership

Cross-functional leadership

Release processes

Analytics

Stakeholder influence

Team leadership

Cybersecurity knowledge

Customer journey mapping

Job description

McAfee is seeking a Senior Manager of Customer Experience Validation & Product Quality to establish and lead a new function within Customer Services. This role acts as the Voice of the Customer, ensuring releases are validated from the customer perspective and issues are addressed before broad market impact.

You will build a scalable team, define launch-readiness standards, and partner with Product and Engineering to drive customer-centric quality across the lifecycle.