Senior Manager, Product Quality & Customer Experience (Cybersecurity)

Location: Hybrid in Frisco, Texas, United States

Salary: USD $124,380–$204,330 per year, depending on experience and qualifications.

Company

hirify.global develops consumer security solutions designed to protect people and their families in an always-online world.

What you will do

• Establish and lead the Customer Experience Validation & Product Quality function, including its strategy, operating model, governance, team, and reporting.
• Assess end-to-end customer journeys across onboarding, activation, installation, renewal, account creation, device protection, VPN, and identity experiences.
• Lead customer-focused testing of releases and new experiences across real-world devices, operating systems, browsers, OEM environments, and account configurations.
• Create launch-readiness standards, certification processes, test plans, and release recommendations, including go/no-go decisions.
• Use support contacts, Voice of the Customer insights, surveys, escalations, and analytics to reproduce defects, quantify impact, and prioritize improvements.
• Partner with Product Management, Engineering, Customer Support, VOC, Analytics, CX Lab, and Customer Services teams to improve product quality, adoption, retention, and customer outcomes.

Requirements

• 8+ years of leadership experience in Product Quality, Customer Experience, Technical Support, Quality Engineering, Product Operations, or a related field.
• Experience leading cross-functional initiatives with Product and Engineering organizations.
• Strong understanding of software release processes and quality methodologies.
• Experience using customer feedback, analytics, and operational data to drive improvements.
• Ability to influence senior leaders, drive organizational change, and lead technical and customer-focused teams.
• Ability to work in a hybrid role based in Frisco, Texas.

Nice to have

• Experience in cybersecurity, SaaS, consumer software, or technology.
• 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.

Culture & Benefits

• Flexible work hours and family-friendly benefits.
• Bonus program and 401(k) retirement plan.
• Medical, dental, vision, life, and disability coverage.
• Paid parental leave, company holidays, sick time, and vacation.
• Social programs, community involvement, and a focus on diversity and inclusion.