QA Program Manager

About the Role:

The Software TPM (Technical Project Manager) / QA Dispatcher Manager role within the Motive Engineering organization is intended for an individual with broad background in software development, significant project management experience, and a team management background. The candidate will report to the QA leadership and will be responsible for managing the people and processes related to Customer Success Escalations, Engineering routing, fixes, SLAs & leadership visibility. The successful candidate will be a strong technical contributor as well as an active manager for the team. Candidates must come from a technical background and be well versed in the processes necessary to deliver high quality software to our customers, and must have a strong background in development practices & fixes.

What You’ll Do: 

• Own the Customer Escalation & Triaging Process
• Work with the Engineering & Customer Success teams to improve the overall process, SLAs
• Provide weekly leadership updates & represent the status in leadership meetings.
• Contribute to the improvement of the current process through hiring, mentoring, promoting & creating an effective team.

• Standardize processes and tools needed for this process
• Escalate major issues to management and aid in responding to software issues impacting our customers.
• Develop and implement strategies to minimize schedule and technical risk for software development projects
• Work with cross functional partners in Hardware Engineering on projects that cross functional boundaries.

What We’re Looking For: 

• 6+ years of experience in the development and management of software products OR similar experience with Technical Support teams.
• Experience managing projects that include multiple teams at multiple sites.
• Expertise in creating intuitive reports showcasing trends
• Experience in developing processes and tools in support of software product development