Quality Lead, Product Operations

AutoLeap is looking for an enthusiastic and energetic Quality Operations Lead to join our Product Operations team. We are a fast-growing company led by repeat entrepreneurs expanding their success in the SaaS space for automotive repair. As a member of our Product Operations team, you will focus on end-to-end quality including the customer experience and product health. You will help ensure our products meet high-quality standards by managing day-to-day quality operations that are cross-functional, working directly with Product Management, Software Engineering (Development and QA), and Customer Success and Support teams. This is a unique opportunity to apply your experience in software product development and quality improvement with your capabilities in leadership, problem-solving, and collaboration to help perform risk mitigation and drive timely and accurate issue prevention and resolution strategies that lead to impactful customer outcomes. You'll be involved in every stage of the product development lifecycle, ensuring consistent execution aligned with our quality standards.

Why AutoLeap?

AutoLeap is the market-leading shop management SaaS provider in the underserved auto repair industry. The Shop Management System (SMS) provides an all-in-one, cloud-based auto repair management software that helps after-market auto shop owners focused on general repair to better understand, manage and grow their business—from scheduling appointments to managing technicians and generating invoices to help save time and money.

In 2023, we announced our $30M Series B, led by Advanced Venture Partners (AVP), with continued participation from Bain Capital Ventures and Threshold Ventures. And we aren't slowing down Our mission is to change the auto repair industry one shop at a time, helping shop owners get home to their families earlier and helping them build long-lasting healthy businesses to pass on to future generations. We will be the de facto choice for all shop owners looking to grow and improve their businesses with your help

We take pride in creating an exceptional workplace and experience—here's how that's been recognized:

Certified Great Place to Work since 2021

Fortune's 2024 Best Workplaces in Technology (Small & Medium Businesses)

Numerous G2 Awards (some include: Momentum Leader, Best Relationship, Leader)

One of the Best SMB Companies in North America by SMB Tech 50

In this role, you will:  

• Manage the actions and necessary steps toward quality solutions, monitoring and supporting the proper cross-functional follow through and closure of issues to customer satisfaction
• Participate in root cause analysis and solutioning, finding patterns and themes and making recommendations for possible improvement areas and leading the execution of the prioritized solutions
• Perform issue triage in the software product and participate in cross-functional triage, determining the necessary prioritization related to resolving and preventing product bugs and gaps
• Create and operationalize new product quality procedures and processes which support business goals and high growth, enabling visibility, transparency and clarity for stakeholders on progress and status, with clear actions and outcomes defined. This includes defining and documenting new quality processes, training scrum teams on them, and ensuring proper execution and successful adoption of them.
• Support adherence to established standards for quality operations driving toward smooth, consistent, and predictable operating rhythms
• Gather data from various systems of record, perform detailed data preparation and analysis, and manage reporting for quality performance metrics and KPI tracking
• Apply your project management skills to develop, oversee, and follow through on initiative work plans, and prepare and present status updates regularly in relevant channels.
• Identify, document, communicate, and manage the delivery of action items with multiple cross-functional stakeholders
• Work across teams to organize and orchestrate execution, ensuring all teams are delivering in a coordinated manner and maintain a focus on a superior customer experience
• Reinforce discipline in the execution against standards and procedures and hold our teams accountable to the highest standards of performance related to software quality and customer success
• Independently research issues and actively participate in cross-functional quality review meetings and contribute to alignment and ensuring outcomes are achieved
• Drive for consistency and clarity in: requirements, expected system behavior, testing approach, and definition of done
• Communicate ongoing status and progress updates through appropriate channels, using data where applicable to convey the state of delivery and achievement of aligned outcomes
• Create and maintain jira filters, charts, and dashboards for ongoing trend analysis and quality insights
• Creating procedure and flow documentation that succinctly and accurately conveys relevant details including steps, transitions, roles and responsibilities
• Clearly communicate process improvements, procedural and systems changes and monitor and manage to successful day to day execution

To be successful in this role, you will need: 

• Strong academics from a top undergraduate program with a technical background in IT, software engineering, or quality management
• 5 years of experience in a product quality-focused role at a software company (e.g. product operations, technical support, QA, or engineering), having heavy day-to-day involvement in quality operations and software product quality improvement processes
• Direct experience working within software product development teams, with responsibility for certain product operations functions
• Experience regularly using tools that are used to manage feature development, software quality and cross-functional delivery
• Strong customer focus with the ability to understand the customers business context, user needs, with the ability to synthesize input and customer feedback, and align operations to the user in order to deliver great customer experiences
• A continuous improvement mindset with a focus on driving customer outcomes
• Proficiency in preparing detailed data analysis, reports, and charts to support decision-making
• Excellent communication and interpersonal skills, with fluency in English (written and verbal)
• Strong organizational skills and attention to detail; ability to manage multiple projects, timelines, and dependencies
• Experience creating professional documentation and presentations for cross-functional stakeholders
• High proficiency in Jira and JQL, with a working knowledge of quality management and continuous improvement principles
• Proven ability to thrive in fast-paced, results-driven environments; adaptable, resilient, and comfortable with change
• A collaborative, proactive mindset with intellectual curiosity and a willingness to learn and grow
• A balance of confidence and humility, with the ability to both lead and listen
• Experience working with a B2B SaaS product in a startup environment (Preferred)
• Background in technical customer support (Preferred)
• Regular hands-on experience with product analytics tools (e.g. MixPanel, Pendo, Gainsight PX, Amplitude) (Preferred)
• Effective use of AI tools to accelerate documentation and improve productivity, with appropriate governance (preferred)