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.

SMB Quality Program Manager