Work Preference
Summary
Overview
Work History
Skills
Certification
Technology And Business Skills
Timeline
Generic
Open To Work

Erik McClenahan

Bellevue,WA

Work Preference

Job Search Status

Open to work

Desired Job Title

Director of Quality AssuranceDirector of OperationsVP of Operations

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid
Location: Issaquah, WABellevue, WARedmond, WAKirkland, WASeattle, WA
Open to relocation: No

Salary Range

170000/yr - 200000/yr

Important To Me

Healthcare benefitsCompany Culture

Summary

Operational leader with 20+ years of experience scaling SaaS organizations through strategic execution, cross-functional alignment, and data-driven decision-making. Proven track record of leading multi-disciplinary teams across engineering, quality, and data to deliver high-impact business outcomes. Expert in translating executive strategy into operational plans, optimizing processes for efficiency and reliability, and building high-performing teams. Known for driving organizational transformation, improving system performance, and aligning technology initiatives with business goals.

Overview

1
1
Certification
15
15
years of professional experience

Work History

Senior Director of Engineering

Concentrix
07.2022 - 03.2026
  • Directed operations for a 20-person, multi-team organization supporting 41 internal SaaS platforms used globally across a 440K+ employee enterprise using streamlined workflows to increase platform reliability and user satisfaction.
  • Oversaw strategic planning, operational execution, and budget oversight for quality-engineering initiatives, implementing risk-management frameworks and test-automation standards, which shortened release cycles and improved delivery predictability.
  • Owned operational strategy and execution for quality engineering across a complex global product ecosystem, using C#/.NET and Java-based test automation to align delivery with enterprise business objectives, resulting in faster defect detection and improved compliance.
  • Managed departmental budget planning, resource allocation, and investment prioritization to optimize ROI and operational efficiency.
  • Reduced system-wide test failure rates from 26% to 9.5%, improving release reliability and reducing downstream operational risk.
  • Partnered with executive leadership, product, engineering, and business stakeholders to align priorities, set realistic timelines, and define delivery expectations, which improved cross-team alignment and reduced project delays.
  • Built and scaled team capabilities through targeted hiring, training, and upskilling programs, improving productivity and retention.
  • Established KPI frameworks to monitor system health, team effectiveness, and operational performance, enabling early issue detection and improving response times across the organization.
  • Led adoption of AI-driven tooling to improve productivity, generating hundreds of automated tests and accelerating delivery timelines.
  • Designed and delivered organization-wide training programs (30-90 participants) to improve cross-functional technical understanding and collaboration.

Senior Director of Engineering

ServiceSource
05.2022 - 07.2022
  • Led a 23-person multi-disciplinary organization covering QA, development, and data engineering functions, using Jira for project tracking and KPI development to monitor delivery, which resulted in on-time delivery of releases.
  • Managed operational planning, staffing, budgeting, and audit compliance across multiple teams, implementing standards and improved processes that produced zero audit nonconformities.
  • Established quality gates, delivery standards, and performance metrics through strategic planning, which increased release consistency and reduced rework.
  • Partnered with executive leadership on organizational design and restructuring to improve efficiency and scalability.
  • Improved team retention and organizational stability through leadership, coaching, and active engagement.

Director of Quality Assurance and Product Engineering

ServiceSource
05.2020 - 05.2022
  • Expanded scope to lead engineering and data functions in addition to QA, driving end-to-end operational alignment.
  • Directed a 36-person cross-functional organization spanning QA, software engineering, and data teams, establishing KPI dashboards and risk-management processes that improved on-time delivery.
  • Managed budgeting, resource allocation, delivery planning, and audit compliance across multiple departments, applying budgeting and forecasting models and risk-management frameworks to keep all projects within budget.
  • Led process transformation initiatives that improved execution speed (12-21%) and reduced failure rates by 30% for a Robotic Process Automation solution.
  • Partnered with data leadership to realign and recover a delayed ETL program, bringing it back on schedule and within budget.
  • Established operational standards across teams to improve coordination, delivery predictability, and quality outcomes.

Director of Quality Assurance

ServiceSource
01.2018 - 05.2020
  • Led an 11-person QA organization supporting multiple development teams and business units, using Confluence for documentation and a C#/.NET test framework, which improved release quality and shortened defect resolution time.
  • Owned budget planning, hiring strategy, and vendor transition, replacing an external team with an internal offshore team and increasing test coverage by 300%.
  • Implemented scalable automation frameworks and processes to improve efficiency and reduce operational overhead.
  • Ensured high system availability (99.99%) through improved release processes and risk management practices.

Quality Assurance Manager and Release Manager

ServiceSource
01.2014 - 01.2018
  • Managed QA operations, release management, deployment processes, and audit compliance, using Jira and Confluence, achieving a 92% on-time release rate and passing all internal audits.
  • Designed and implemented automated release pipelines, reducing deployment times and increasing delivery speed.
  • Established branching strategies and development workflows to improve coordination and reduce defects.
  • Built large-scale automated testing systems capable of executing hundreds of thousands of test permutations, achieving over 1000x increase in speed.

Quality Assurance Manager and Release Manager

Scout Analytics
01.2011 - 01.2014
  • Led QA and release operations for a growing SaaS organization, pioneering changes in the SDLC which reduced release defects and shortened release cycles.
  • Partnered with executive leadership to transition from scheduled downtime deployments to zero-downtime operations transforming 4-6 hour deployments into 10-20 minutes.
  • Automated deployment and database processes, reducing errors and improving speed and reliability.
  • Built internal platforms to standardize deployments across environments, improving consistency and scalability.
  • Author of the core audit processes and documented them in Confluence, providing control evidence to pass ISO 27001 and SOC 2 audits certifications.

Skills

  • Strategic Planning
  • Budgeting & Forecasting
  • KPI Development
  • Organizational Design
  • Process Improvement
  • Continuous Improvement
  • Risk Management
  • Change Management
  • Critical Thinking
  • Audit Compliance
  • C#/NET
  • Python
  • Java
  • SaaS Platforms
  • Test Automation
  • Test Automation Framework
  • Jira
  • Confluence
  • CI/CD
  • System Integration
  • Copilot
  • Gemini
  • Atlassian Intelligence
  • Mentoring and coaching
  • Cross-functional team leadership
  • Teamwork and collaboration
  • Problem-solving
  • Attention to detail
  • Problem-solving abilities
  • Training and mentoring

Certification

  • ISO 20000 - Principles of IT Service Management System (ITSM), 03/2026
  • Foundations of ITIL 4 for Service Management, 03/2026
  • Good Clinical Practice (GCP) E6(R3), 04/2026

Technology And Business Skills

Strategic Planning, Budgeting & Forecasting, KPI Development, Organizational Design, Process Improvement, Risk Management, Change Management, Critical Thinking, Audit Compliance, C#/.NET, Python, Java, SaaS Platforms, Test Automation, Jira, Confluence, CI/CD, System Integration, Copilot, Gemini, Atlassian Intelligence

Timeline

Senior Director of Engineering

Concentrix
07.2022 - 03.2026

Senior Director of Engineering

ServiceSource
05.2022 - 07.2022

Director of Quality Assurance and Product Engineering

ServiceSource
05.2020 - 05.2022

Director of Quality Assurance

ServiceSource
01.2018 - 05.2020

Quality Assurance Manager and Release Manager

ServiceSource
01.2014 - 01.2018

Quality Assurance Manager and Release Manager

Scout Analytics
01.2011 - 01.2014

Similar Profiles

CREATE PROFILE
Erik McClenahan