Job Description

Primary Responsibility

The Senior Manager, Quality Assurance leads the end-to-end quality function across service operations, with full ownership of the ICAIR (Incidents, Corrective Actions, and Improvements Register) framework as the core driver of continuous improvement.

This role is accountable for leading a team of Quality Assurance Managers and Analysts, ensuring that all quality initiatives are directly tied to measurable reductions in incidents and sustained improvements in customer experience. Through strong governance, analytics, and cross-functional leadership, the role ensures that actions are evidence-based and demonstrably effective. While operating at a strategic level, the role remains hands-on by directly leading resolution of complex or high-impact incidents and problems when required.

Your Role

• Own and lead the ICAIR framework globally, ensuring all incidents, corrective actions, and improvement initiatives are governed, prioritized, and closed with validated, data-backed outcomes.

• Lead and mentor a team of QA Managers and analysts, establishing standards, driving consistency, and aligning execution with strategic quality objectives.

• Accountable for correlating actions to outcomes, ensuring a clear, data-driven linkage between improvement initiatives, incident reduction, and customer experience performance.

• Directly manage high-priority, complex, or escalated incidents and problems as required, leading resolution efforts to ensure timely restoration, effective root cause analysis, and alignment with quality objectives.

• Drive root cause analysis (RCA) excellence, ensuring structured methodologies (e.g., 5 Whys, FMEA, PDCA) are consistently applied and result in sustained resolution of issues.

• Define and own quality performance frameworks, including KPIs and dashboards that provide visibility into trends, systemic risks, and improvement effectiveness.

• Drive continuous improvement across service delivery and support, embedding a proactive, prevention-focused culture.

• Collaborate with departments across the organization to ensure successful quality outcomes and service improvements.

• Evaluate vendor and partner service performance, escalating to vendors as needed and enforcing accountability for improvements related to specific incidents and recurring incident trends.

• Champion customer experience improvements, ensuring that quality initiatives translate into measurable service enhancements and customer satisfaction gains.

To Succeed in this Role

• Extensive service operations experience, with strong exposure to delivery and support environments across IP and transmission networks.

• A problem solver with proven experience leading root cause analysis and driving effective corrective actions.

• Leadership experience managing teams and leading cross-functional initiatives.

• Strong analytical and data interpretation skills, with the ability to clearly link actions to business and customer outcomes.

• Strong stakeholder influence and executive communication skills.

• Ability to operate across global teams and drive alignment in a complex, matrixed organization.

Preferred

• Demonstrated experience in ISO 9001:2015 and continuous improvement frameworks (RCA, FMEA, 5 Whys, PDCA).