Senior Manager, PS Quality (Customer Support)
Description -
Job Summary
This role is responsible for overseeing multiple subordinate managers and individual contributors responsible for coordinating, managing, and leading post-launch quality management programs across HP's Personal Systems portfolio. The role drives customer-centric quality improvements through quality intelligence, issue management, customer experience insights, advanced analytics, and cross-functional engagement with Product Management, Engineering, Manufacturing, Supply Chain, Service Delivery, and Support organizations.
The role manages resources, deliverables, schedules, and costs for multiple ongoing quality programs, ensuring alignment with business objectives while improving customer experience, product quality, reliability, and operational efficiency. The role engages with senior stakeholders to communicate quality performance, escalate emerging risks, and influence strategic decision-making that improves customer outcomes across the Personal Systems lifecycle.
Responsibilities
- Provides direct and ongoing leadership for an organization of managers and individual contributors responsible for post-launch quality management across HP Personal Systems products, including commercial and consumer notebooks, desktops, workstations, displays, accessories, and emerging computing platforms.
- Leads quality intelligence activities leveraging customer feedback, support interactions, repair data, social listening, telemetry, and operational insights to identify opportunities for product and customer experience improvements.
- Manages headcount, deliverables, schedules, and costs for multiple ongoing quality programs and initiatives, ensuring resources are appropriately allocated and business objectives are achieved.
- Drives early warning detection and management of emerging product, software, firmware, reliability, and customer experience issues.
- Leads cross-functional issue management activities, including identification, prioritization, investigation, escalation, and closure of significant quality concerns.
- Engages with Product Management, Engineering, Category, Supply Chain, Manufacturing, Support, and executive stakeholders to communicate quality performance, risks, and recommended actions.
- Leads business reviews, operational governance, and executive communications related to quality and customer experience performance.
- Oversees analysis of quality, support, repair, customer, and operational data to identify trends, root causes, risks, and opportunities for improvement.
- Partners with business teams to prioritize quality initiatives and develop business cases supporting quality investments, operational improvements, and customer experience enhancements.
- Drives adoption of AI-enabled analytics, automation, and modern quality management practices to improve organizational effectiveness.
Education, Experience & Certifications Recommended
- Four-year or Graduate Degree in Quality Management, Business Administration, Engineering, Computer Sciences, or any other related discipline or commensurate work experience or demonstrated competence.
- Typically has 10+ years of job-related experience or 8-10 years of management experience, preferably in project and program management, quality, lean six sigma, or a related field.
- Project Management Professional (PMP) Certification
- Lean Six Sigma Certification
- Quality Certification
Knowledge & Skills
- Quality Management & Continuous Improvement
- Customer Experience & Customer Centricity
- Data Analytics & Business Insights
- Quality Issue Resolution & Root Cause Analysis
- Program & Project Management
- Risk Management
- Process Excellence & Operational Effectiveness
- AI, Automation & Digital Transformation
- Executive Communication & Stakeholder Management
- Cross-Functional Leadership & Influence
- Strategic Thinking & Prioritization
- Team Leadership & Talent Development
- Resilience & Change Leadership
Impact & Scope
- Impacts large functions and leads projects requiring knowledge of multiple disciplines or areas of HP.
Complexity
- Uses managerial concepts and company objectives to resolve highly complex issues in creative and effective ways. May achieve goals through subordinate supervisors.
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.
Job -
Quality
Schedule -
Full time
Shift -
No shift premium (India)
Travel -
Relocation -
Equal Opportunity Employer (EEO) -
HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).
Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.
For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"