Senior Manager, Product Operations & Testing

About the role

The Global Services Interaction Model Demand & Service Excellence team seeks a Senior Manager to define and lead the testing strategy and operational management for its digital product portfolio, including ServiceNow and Genesys solutions. This role ensures new capabilities are delivered with high quality, business readiness, and operational stability for enterprise‑scale employee experiences.

Key responsibilities

• Define and govern the business testing strategy, standards, quality controls and scalable operating model for multiple concurrent product launches.
• Lead all business‑owned testing activities (UAT, business validation, operational acceptance, end‑to‑end process testing) and coordinate cross‑functional stakeholders.
• Drive launch readiness by establishing criteria, validating processes, content, communications, training and support procedures before production deployment.
• Manage product operations through governance, performance monitoring, issue management, dashboards, KPIs and continuous improvement.
• Develop quality, risk and compliance frameworks, monitor defects and incidents, and lead post‑launch reviews.

Required profile

• Minimum Bachelor’s degree in Business, Technology, Information Systems, Operations Management, Engineering or related field.
• 8+ years of experience in product operations, testing management, service management or digital product delivery.
• Proven experience leading enterprise‑scale UAT programs and establishing testing governance.
• Strong understanding of SDLC, agile delivery, release management and cross‑functional stakeholder coordination.

Required skills

• ServiceNow
• Genesys
• CRM solutions or employee experience platforms
• Agile methodologies