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 ensures new product quality readiness. The lead is accountable for setting quality strategy, developing team capabilities, and partnering with cross-functional organizations to improve customer experience.
Responsibilities
- Lead and mentor the SMB Quality team.
- Manage end-to-end product quality lifecycle.
- Analyze market quality data and identify trends.
- Coordinate new product quality readiness and risk mitigation.
- Resolve critical customer and field quality escalations.
Required Skills
- End-to-end quality management
- Root cause analysis
- Team leadership and coaching
- Cross-functional stakeholder management
- Data-driven decision making
Job Details
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.
Requirements:
- 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.
- Strong understanding of end-to-end product quality management.
- Proven problem-solving skills (root cause analysis, corrective actions, quality methods).
- Strong communication and stakeholder management skills.