Principal, Enterprise QA & IT Delivery Leader

Zendesk
Mexico City
Workplace: HybridFull timeFunction: Transportation & Fleet OperationsExperience: 10+ yearsSkills: ["QA engineering leadership","Stakeholder management","Strategic partnering","Cross-functional collaboration","Defect triage"]

Lead enterprise-wide QA delivery for major transformation programs, orchestrating release readiness across multiple squads and ensuring quality gates are met as part of the Definition of Done. Scale QA capacity by implementing AI-driven test efficiencies and expanding core testing platforms and tooling. Own E2E requirements review, defect management with verified RCA and audit traceability in X-Ray and Jira, and drive QA ceremonies and stakeholder alignment to deliver predictable, high-quality outcomes.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Zendesk
Zendesk
1 day ago

Principal, Enterprise QA & IT Delivery Leader

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live
Reposted: similar role first listed 1 month ago

Job Summary

Lead enterprise-wide QA delivery for major transformation programs, orchestrating release readiness across multiple squads and ensuring quality gates are met as part of the Definition of Done. Scale QA capacity by implementing AI-driven test efficiencies and expanding core testing platforms and tooling. Own E2E requirements review, defect management with verified RCA and audit traceability in X-Ray and Jira, and drive QA ceremonies and stakeholder alignment to deliver predictable, high-quality outcomes.
Location: Mexico City
Workplace: Hybrid
Employment Type: Full time
Job Function: Transportation & Fleet Operations
Seniority: Sr. Manager level

Key Responsibilities

  • •Govern release-cycle quality by monitoring transformation readiness across squads, raising enterprise risks, and ensuring quality gates and exit/entry criteria are met.
  • •Scale QA capacity by designing and executing AI-enabled plans to optimize test generation, accelerate release cycles, and extend coverage.
  • •Lead requirement review and QA transformation by owning E2E strategy for go-lives and operationalizing automated “rules of the road” across integrated ecosystems.
  • •Own defect management and auditability by ensuring verified RCA, maintaining bi-directional traceability between test cases and defects, and managing triage to closure.
  • •Drive QA delivery execution by operating QA ceremonies, leading reporting/data hygiene, and acting as the primary QA liaison to business and product stakeholders.

Key Requirements

  • •Minimum 10 years of Software Quality Engineering experience, including 5+ years demonstrating strong QA engineering leadership or managing Program QA Delivery.
  • •Proven track record implementing QA processes across large, complex release cycles and transformation programs.
  • •Expert-level knowledge of test execution governance and defect lifecycle management, including verified Root Cause Analysis (RCA) and leakage analysis.
  • •Strong hands-on QA automation experience extending frameworks and CI/CD pipelines using Playwright and Jenkins.
  • •Enterprise test management tool expertise, specifically X-Ray and Jira, enforcing bi-directional traceability and data hygiene.
Experience:10+ yearsSoftware quality engineeringEnterprise transformations
Skills:QA engineering leadershipStakeholder managementStrategic partneringCross-functional collaborationDefect triage
Tech Stack:PlaywrightJenkinsAIX-RayJiraCI/CDPredictive analytics

Company Brief

Zendesk
Provides cloud-based customer service and engagement software, including help desk, ticketing, chat, and CRM tools that enable businesses to manage customer support, self-service, and omnichannel communication at scale.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Decacorn (USD 10B+)
Funding: Private Equity Backed
Headquarters: San Francisco, United States
Founded: 2007
Glassdoor
Glassdoor: 4.0
WebsiteLinkedInGlassdoor