Vice President – Product Assurance

Spring 2021
 Company:  Pseudo-Nym  Job Category:  Technology
 Location:  Virtual, USA  Relevant Work Experience:  15+ years
 Reports To:  CEO  Career Level:  Executive
 Status:  Full Time, Employee  Education Level:  Bachelor's Degree

Purpose/Key Responsibilities:

  • Assure that customers receive a quality, supported product
  • In conjunction with the VP-Communications establish and maintain policies and procedures related to the scope of duties
  • Identify, acquire, and implement tools and methods to support the scope of duties
  • In conjunction with the CFO, manage vendors that support product assurance          
  • In conjunction with the Vice-President – Compliance, Security and Risk Management, take warranted action as directed
  • May work virtually


Essential Duties & Responsibilities:

Quality Management           

  • Oversee the change management process in conjunction with VP – Sales and Marketing and VP – Development allocating requirements to releases
  • Conduct Testing and Certification of product and enhancement
  • Manage incidents arising prior to release and assure resolution
  • Oversee Configuration and Release Management to assure integrity, continuity and readiness for releases, including coordination with major clients when warranted
  • Produce product documentation


Client Support         

  • Establish and operate a Service Quality process, including user helpdesk
  • Conduct problem management and assure root cause analysis when anomalies occur in production
  • Respond to all client issues
  • Develop elearning materials
  • Develop FAQ, Knowledge base Plan to support
  • Global Deployments                     


Requisite Education/Experience:

  • Minimum of fifteen years’ experience in quality assurance and support of IT services
  • Bachelor’s degree
  • Fluent English (bi-lingual Spanish a plus)
  • Excellent customer service and organizational skills
  • Proficient in EXCEL, WORD, and POWERPOINT






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