Senior Software Quality Program Manager at Schneider Electric USA, Inc in Cambridge, Massachusetts

Job Description:

Mission: The Quality Control Program Manager with a Fit-for-Use Focus plays a pivotal role in ensuring that our software products meet the highest standards of functionality and reliability, aligning with our core concept of \"fit-for-use.\" This role primarily focuses on identifying and resolving software bugs and patterns of support incidents to enhance our product quality by preemptively tracking and reporting on Customer Feedback Loop, managing Defect and conduct Data Driven Enhancements .

The Support Quality Program Manager collaborates closely with Product Management, Development, and Customer Care Center (CCC) teams to drive improvements and deliver exceptional customer experiences.

What will you do?

Managing Customer Facing Product Defects:

• Prioritize product defects based on business impact


• Effectively communicate defect information to Product Management and Development leaders, serving as the voice of the customer.


• Working with Product Management/Development to ensure highest level defect are including in planning processes

• Identify recurring issues through reports and in-depth analysis.


• Validate data accuracy through support-related testing, including problem duplication, customer deployment replication, testing, and validation.


• Highlight common problems and recommend corrective actions, such as improved support agent training and bug reviews. In addition to closing the loop with Product Management and Development


• Make recommendations to improve the data collected (either by customer care or by products) to improve the customer's experience

• Provide additional troubleshooting recommendations to CCC teams.


• Conduct root cause analysis to address and prevent recurring issues.

• Act as the go-to person for customer problem tickets, bypassing the traditional CCC chain once incidents are escalated to the role.


• Validate technical support's ability to provide effective remediation solutions.


• Capture technical bugs and features accurately, particularly those that enhance product fit-for-use and improve application error reporting.

• Collaborate with technical training teams to ensure accurate and comprehensive training documentation.


• Recommend training topics based on observed concerns and areas for improvement.


• Provide knowledge, reporting, and insights to drive ongoing product and process improvements.

What qualifications will make you successful?

• Understand complex business organizations of varying sizes, and their operating standards


• Proven experience in quality control & assurance, software testing, or a related role.


• Strong analytical skills and attention to detail.


• Excellent communication and problem-solving abilities.


• Ability to work collaboratively with cross-functional teams.


• Familiarity with bug tracking and reporting tools.


• Knowledge of software development processes and methodologies is a plus.

Let us learn about you! Apply today.

Why us?

Schneider Electric is leading the digital transformation of energy management and automation. Our technologies enable the world to use energy in a safe, efficient and sustainable manner. We strive to promote a global economy that is both ecologically viable and highly productive.

€25.7bn global revenue

137 000+ employees in 100+ countries

45% of revenue from IoT

5% of revenue devoted for R&D

You must submit an online application to be considered for any position with us. This position will be posted until filled

It is the policy of Schneider Electric to provide equal employment and advancement opportunities in the areas of recruiting, hiring, training, transferring, and promoting all qualified individuals regardless of race, religion, color, gender, disability, national origin, ancestry, age, military status, sexual orientation, marital status, or any other legally protected characteristic or conduct. Concerning agencies: Schneider Electric does not accept unsolicited resumes and will not be responsible for fees related to such.Mission: The Quality Control Program Manager with a Fit-for-Use Focus plays a pivotal role in ensuring that our software products meet the highest standards of functionality and reliability, aligning with our core concept of "fit-for-use." This role primarily focuses on identifying and resolving software bugs and patterns of support incidents to enhance our product quality by preemptively tracking and reporting on Customer Feedback Loop, managing Defect and conduct Data Driven Enhancements .

The Support Quality Program Manager collaborates closely with Product Management, Development, and Customer Care Center (CCC) teams to drive improvements and deliver exceptional customer experiences.

What will you do?

Managing Customer Facing Product Defects:

• Prioritize product defects based on business impact


• Effectively communicate defect information to Product Management and Development leaders, serving as the voice of the customer.


• Working with Product Management/Development to ensure highest level defect are including in planning processes

• Identify recurring issues through reports and in-depth analysis.


• Validate data accuracy through support-related testing, including problem duplication, customer deployment replication, testing, and validation.


• Highlight common problems and recommend corrective actions, such as improved support agent training and bug reviews. In addition to closing the loop with Product Management and Development


• Make recommendations to improve the data collected (either by customer care or by products) to improve the customer's experience

• Provide additional troubleshooting recommendations to CCC teams.


• Conduct root cause analysis to address and prevent recurring issues.

• Act as the go-to person for customer problem tickets, bypassing the traditional CCC chain once incidents are escalated to the role.


• Validate technical support's ability to provide effective remediation solutions.


• Capture technical bugs and features accurately, particularly those that enhance product fit-for-use and improve application error reporting.

• Collaborate with technical training teams to ensure accurate and comprehensive training documentation.


• Recommend training topics based on observed concerns and areas for improvement.


• Provide knowledge, reporting, and insights to drive ongoing product and process improvements.