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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.
Position Details
Key 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.
Success Metrics
The Senior Manager will be accountable for measurable business and customer outcomes, including:
Customer Experience
- Reduced customer effort across key journeys
- Improved onboarding and activation success rates
- Improved customer sentiment and satisfaction
- Reduced customer friction and abandonment
Product Quality
- Reduction in customer-impacting defects escaping to production
- Increase in defect detection before launch
- Improved launch readiness scores
- Increased percentage of releases meeting "clean release" criteria
Business Impact
- Reduced customer contact volume attributable to product issues
- Improved self-service and containment opportunities
- Improved product adoption and retention
- Demonstrated financial return exceeding investment in the function
Operational Excellence
- 100% review of major product releases
- 80%+ coverage of prioritized customer environments and device types
- Timely reproduction and validation of customer-reported issues
- Executive reporting visibility into quality and customer experience trends
Required Qualifications
- 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.
Preferred Qualifications
- 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.
#LI-Hybrid
Company Overview
McAfee is a leader in personal security for consumers. Focused on protecting people, not just devices, McAfee consumer solutions adapt to users’ needs in an always online world, empowering them to live securely through integrated, intuitive solutions that protects their families and communities with the right security at the right moment.
Company Benefits and Perks
We work hard to embrace diversity and inclusion and encourage everyone at McAfee to bring their authentic selves to work every day. We offer a variety of social programs, flexible work hours and family-friendly benefits to all of our employees.:
- 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
We're serious about our commitment to diversity which is why McAfee prohibits discrimination based on race, color, religion, gender, national origin, age, disability, veteran status, marital status, pregnancy, gender expression or identity, sexual orientation or any other legally protected status.
Pay Range
The anticipated compensation for this position is USD $124,380.00/Yr. - USD $204,330.00/Yr. depending on experience and qualifications.
Job Applicant Privacy Notice
Please click here to view and download the Job Applicant Privacy Notice, which applies to all McAfee job applicants who are residents of the state of California.
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