AutoLeap is looking for an enthusiastic Quality Operations Specialist 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’ll help ensure our products meet high-quality standards, improve processes, and manage day-to-day quality operations. You’ll leverage your skills in customer support, project coordination, and quality improvement to enhance problem-solving, collaboration, and timely issue resolution. Responsibilities include maintaining standard operating procedures, analyzing data for insights, creating process documentation, training on procedural changes, and managing related operational tools. You’ll be involved in all stages 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 &amp; Medium Businesses)🏆Numerous G2 Awards (some include: Momentum Leader, Best Relationship, Leader)🏆One of the Best SMB Companies in North America by SMB Tech 50In this role, you will:  <ul><li>Perform cross functional issue triage in the software product and participate in prioritization related to product bugs and gaps</li><li>Manage the actions and necessary steps toward quality solutions, monitoring and supporting the proper follow through and closure of issues to customer satisfaction</li><li>Participate in root cause analysis and solutioning, helping to find patterns and themes and make recommendations for possible improvement areas</li><li>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</li><li>Support adherence to established standards for quality operations driving toward smooth, consistent, and predictable operating rhythms</li><li>Gather data from various systems of record, perform detailed data preparation and analysis, and manage reporting for quality performance metrics and KPI tracking</li><li>Develop and maintain resources for successful onboarding of new team members including process documentation, training materials, and sequenced onboarding plans, to ensure their operational responsibilities are clear</li><li>Apply your skills to develop, oversee, and follow through on work plans, and prepare and present status updates regularly in relevant channels</li><li>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</li><li>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</li><li>Independently research issues and actively participate in cross-functional quality review meetings and contribute to alignment and ensuring outcomes are achieved</li><li>Identify, document, communicate, and manage the delivery of action items with multiple cross-functional stakeholders</li><li>Drive for consistency and clarity in: requirements, expected system behavior, testing approach, and definition of done</li><li>Communicate ongoing status and progress updates through appropriate channels, using data where applicable to convey the state of delivery and achievement of aligned outcomes</li><li>Create and maintain Jira filters, charts, and dashboards for ongoing trend analysis and quality insights</li><li>Creating procedure and flow documentation that succinctly and accurately conveys relevant details including steps, transitions, roles and responsibilities</li><li>Clearly communicate process improvements, procedural and systems changes and monitor and manage to successful day to day execution</li></ul>To be successful in this role, you will need: <ul><li>Strong academics from a top undergraduate program with a technical background in IT, software engineering, or quality management</li><li>4-5 years of experience in a quality-focused role at a software company (e.g. product operations, customer support, QA, or engineering),with heavy day-to-day involvement in quality operations and software product quality improvement processes</li><li>Familiarity with software development processes, product operations, and tools that support software quality and cross-functional delivery</li><li>Strong customer focus with the ability to understand user needs, gather feedback, and align operations to deliver great customer experiences</li><li>A continuous improvement mindset with a focus on driving customer outcomes</li><li>Proficiency in preparing detailed data analysis, reports, and charts to support decision-making</li><li>Excellent communication and interpersonal skills, with fluency in English (written and verbal)</li><li>Experience creating professional documentation and presentations for cross-functional stakeholders</li><li>Strong organizational skills and attention to detail; ability to manage multiple projects, timelines, and dependencies</li><li>High proficiency in Jira and JQL ,with a working knowledge of quality management and continuous improvement principles</li><li>Proven ability to thrive in fast-paced, results-driven environments; adaptable, resilient, and comfortable with change</li><li>A collaborative, proactive mindset with intellectual curiosity and a willingness to learn and grow</li><li>A balance of confidence and humility, with the ability to both lead and listen</li><li>Experience working with a B2B SaaS product in a startup environment (Preferred)</li><li>Background in technical customer support (Preferred)</li><li>Hands-on experience with product analytics tools (e.g. Pendo, Gainsight PX, Amplitude) (Preferred)</li><li>Effective use of AI tools to accelerate documentation and improve productivity, with appropriate governance (Preferred) </li></ul>