Office SMB Section Manager

Job Summary

The Section Manager of Office SMB Quality leads the SMB Quality team responsible for end-to-end quality management of SMB products within Print. This role owns overall product quality performance, drives market quality analytics and improvement initiatives, ensures new product quality readiness, and leads customer issue management across the product lifecycle.

As the team lead, this role is accountable for setting quality strategy and priorities, developing team capabilities, and partnering closely with cross-functional organizations to improve customer experience and protect product and brand quality.

Responsibilities

Team Leadership & Ownership

• Lead and manage the SMB Quality team responsible for SMB product quality

• Set clear goals, priorities, and execution plans aligned with Print and Office business objectives

• Coach and develop team members, building strong quality and problem-solving capabilities

• Foster a culture of accountability, customer focus, and data-driven decision making

End-to-End Product Quality Management

• Own end-to-end quality performance for SMB Office products across the full product lifecycle (NPI, ramp, sustaining)

• Define quality strategies, governance, and operating mechanisms for the team

• Ensure alignment and effective execution of quality plans across R&D, manufacturing, suppliers, and service organizations

Market Quality Analytics & Improvement

• Oversee monitoring and analysis of market quality indicators (field failures, customer complaints, service data, quality KPIs)

• Identify trends and systemic issues impacting customer experience and business performance

• Lead structured root cause analysis and drive corrective and preventive actions

New Product Quality Readiness & Prediction

• Lead quality planning and readiness activities for new SMB product introductions

• Drive early quality risk identification using historical data, design maturity, and early field signals

• Influence design, validation, and manufacturing readiness to prevent quality escapes

Customer Issue Management

• Serve as the quality escalation owner for major customer and field issues

• Lead cross-functional response teams to contain, investigate, and resolve critical quality issues

• Ensure timely communication, escalation, and closure of customer-impacting problems

Cross-Functional Collaboration & Influence

• Act as the SMB Quality representative in cross-functional and cross-GBU forums

• Partner with R&D, Manufacturing, Supply Chain, Supplier Quality, and Customer Support teams

• Provide clear quality insights and recommendations to stakeholders and leadership

Education & Experience Recommended

• Bachelor's or Master's degree in Engineering (Mechanical, Electrical, Industrial, or related field) or equivalent experience

• Typically 8-10+ years of experience in product quality, engineering, manufacturing, or related roles

• Prior experience leading teams or projects in a complex, cross-functional environment

• Experience with print products or electromechanical systems preferred

Preferred Certifications
NA

Knowledge & Skills

• Strong understanding of end-to-end product quality management

• Experience with market quality data analysis and customer issue resolution

• Proven problem-solving skills (root cause analysis, corrective actions, quality methods)

• Ability to balance technical depth, customer impact, and business priorities

• Strong communication and stakeholder management skills

• People leadership skills with the ability to influence across organizations

Cross-Org Skills

• Customer Centricity

• Strategic Thinking

• Prioritization & Execution

• Collaboration & Influence

• Resilience and adaptability in complex environments

Impact & Scope

• Directly impacts SMB Office product quality, customer experience, and brand perception

• Leads a core quality team and influences decisions across multiple functions

• Plays a key role in driving continuous quality improvement within Print

Complexity

• Manages complex quality challenges spanning design, manufacturing, suppliers, and field usage

• Requires sound judgment and prioritization in ambiguous and fast-changing situations

• Balances short-term issue resolution with long-term quality and capability improvement

Disclaimer
. This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.