SMB Quality Program Manager

Job Description

Job Summary

The Quality Program Manager, Office SMB Quality, is responsible for driving and coordinating quality-related programs for SMB Office products across the product lifecycle.
This role focuses on execution, cross‑functional collaboration, and data‑driven quality improvement, supporting overall product quality objectives without people management responsibility.
The position works closely with R&D, manufacturing, suppliers, and service teams to ensure quality readiness, monitor market quality performance, and support timely resolution of customer issues.

Responsibilities

Quality Program Execution

• Drive assigned quality programs for SMB Office products across NPI, ramp, and sustaining phases

• Support quality readiness activities for new products, including risk identification and mitigation tracking

• Coordinate execution of quality plans and follow‑up actions across cross‑functional teams

Market Quality Monitoring & Analysis

• Monitor and analyze market quality indicators (field failures, customer complaints, service data, quality KPIs)

• Prepare regular quality reports and dashboards to highlight trends, risks, and improvement opportunities

• Support root cause analysis and corrective action tracking based on data insights

Cross‑Functional Coordination

• Work closely with R&D, manufacturing, suppliers, and service organizations to support quality issue resolution

• Facilitate communication and alignment across teams to ensure timely execution of quality actions

• Support escalation and closure of critical customer or market quality issues

Continuous Improvement Support

• Contribute to continuous improvement initiatives aimed at reducing defects and improving customer experience

• Support standardization of quality processes, tools, and metrics within SMB Quality

• Share best practices and lessons learned across programs and teams

Qualifications

Required

• Bachelor's degree in Engineering or related technical field

• Experience in quality, program management, or product lifecycle management

• Strong analytical skills with ability to interpret quality and market data

• Experience working with cross‑functional, global teams

• Clear communication skills and ability to manage multiple priorities

Preferred

• Experience in print, hardware, or complex system products

• Familiarity with NPI processes and market quality systems

• Experience using quality tools, dashboards, and KPI reporting

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

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.