Your question is Improve Release Quality for Billing Platform. Take a moment with it on the right.
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NovaPay, a B2B payments company, is preparing a major upgrade to its billing platform used by 4,200 mid-market customers. Over the last two quarters, the team has shipped quickly but introduced too many production defects: 6 Sev-1 incidents, 14 emergency rollbacks, and a drop in customer satisfaction from 41 to 34 NPS. You are the program manager asked to improve engineering quality and reliability without materially slowing the release cadence.
The project covers 3 engineering squads (18 engineers total), 2 QA engineers, 1 SRE, and 1 product manager. Leadership wants visible improvement within one quarter because two enterprise renewals worth $3.8M ARR are at risk if billing accuracy issues continue.
Engineering leadership wants fewer incidents and more predictable delivery. Sales and Customer Success want faster feature releases for committed clients. The CFO cares most about invoice accuracy and reduced credits/refunds. Support wants better incident communication and fewer customer escalations.