Quality Director

Quality Director

Description -

Job Summary
HP is seeking a global Director of Customer Support Quality for Print, Hybrid, and Personal Systems to lead the evolution of how Customer Support delivers consistent, reliable, and high‑quality customer outcomes at scale. This leader will manage and develop a high‑performing team of Quality Program Managers, balancing strategic leadership with targeted operational engagement across the full Customer Support value chain.

This role is responsible for defining and operationalizing a unified quality strategy across Print, Hybrid, and Personal Systems Customer Support. The Director will ensure quality is designed into support experiences end‑to‑end, from product readiness and serviceability through customer journeys, case resolution, and systemic issue prevention. This includes driving cross‑functional alignment and shared accountability for quality outcomes across engineering, operations, product, and business stakeholders.

This leader plays a critical role in shifting Customer Support quality from reactive inspection and compliance to proactive, insight‑driven, and outcome‑focused quality management that protects customer trust and accelerates continuous improvement.

This leader plays a critical role in shifting Customer Support quality from reactive inspection and compliance‑based activities to proactive, insight‑driven, and outcome‑focused quality management, protecting customer trust and accelerating continuous improvement. The Director will align quality assurance with broader business objectives, growth strategies, financial goals, and market positioning by supporting and defining KPIs, monitoring performance trends, and translating insights into prioritized roadmaps, resourcing decisions, and measurable improvement initiatives.

The role requires strong stakeholder partnership skills to build and maintain trusted relationships with internal and external partners, ensuring business needs and customer concerns are addressed through clearly defined, measurable quality programs and governance. The Director will communicate quality strategy, initiatives, and outcomes effectively at all levels from frontline teams to executive leadership using data‑driven storytelling, concise executive updates, and actionable insights.

This leader will also manage large, complex, and cross‑cutting quality issues within a cohesive yet agile framework, maintaining transparency with stakeholders and clearly articulating timelines, ownership, risks, and mitigation plans.

Key Responsibilities

Customer Support Quality Strategy

• Define and own the global Customer Support quality strategy for Print, Hybrid and Personal Systems.
• Establish consistent quality standards, governance, and operating rhythms across Print and PS support organizations.
• Ensure quality measurement focuses on customer value, reliability, and issue prevention, not just process adherence.

Quality Program Leadership & Alignment

• Lead a dynamic team of Quality Program Managers, balancing strategic leadership with targeted operational engagement to drive quality across the full Customer Support value chain.
• Drive cross-functional alignment, collaboration, and shared understanding of overarching quality objectives across stakeholders and teams.

Stakeholder Management & Communication

• Build and maintain robust relationships with internal and external stakeholders, ensuring needs and concerns are addressed through clearly defined, measurable quality programs and governance.
• Communicate quality initiatives, outcomes, and strategy effectively at all levels from team members to executive leadership using data-driven storytelling, concise executive updates, and actionable insights.
• Manage large, complex issues within a cohesive yet agile framework; keep stakeholders informed and can escalate as needed, articulate with clear timelines, owners, and mitigation plans.

Business Acumen

• Understand broader business objectives and integrate that knowledge into the development and execution of quality programs including prioritization, resourcing, and roadmap planning.
• Ensure quality assurance aligns with growth strategies, financial goals, and market positioning by supporting and defining KPIs, monitoring performance trends, and driving continuous improvement.

Quality Analytics & Insights

• Lead the development and use of quality insights across customer journeys, case data, telemetry, and feedback signals.
• Identify systemic quality risks, recurring failure patterns, and experience gaps across Print and PS.
• Translate insights into prioritized actions that improve customer outcomes and reduce repeat incidents.

Systemic Issue Elimination

• Drive root‑cause analysis and closed‑loop corrective actions across support processes, tools, and upstream partners.
• Partner with Product, Engineering, BU Quality, and Services teams to eliminate defects and improve serviceability.
• Ensure learnings from support quality drive upstream improvements in products, firmware, and support readiness.

Customer Experience Quality

• Embed quality checkpoints and experience standards across digital and assisted support journeys.
• Ensure consistent customer experiences across geographies, channels, and product lines.
• Advocate for the customer by aligning quality priorities with real customer pain points and moments that matter.

Transformation, Innovation & Continuous Improvement

• Champion a culture of continuous improvement, promoting innovative thinking within the quality team.
• Stay updated with industry best practices and integrate them into quality strategies and processes when beneficial.
• Embed data, telemetry, automation, and AI‑enabled insights into quality workflows and decision‑making.
• Evolve quality from manual review models to predictive and preventive quality management.
• Drive adoption of modern quality frameworks that scale globally and support continuous improvement.
• Lead change management to uplift quality capabilities, skills, and mindsets across teams.

Leadership & Collaboration

• Lead and develop globally distributed quality and support teams.
• Serve as a trusted partner to Product, Engineering, BU Quality, Digital Support, and Services leaders.
• Influence senior leadership with clear, data‑driven narratives on quality performance, risks, and opportunities.
• Foster a culture of accountability, learning, and customer‑first decision making.

What Success Looks Like

• Improved customer confidence, reliability, and satisfaction across Print, Hybrid and Personal Systems.
• Measurable reduction in repeat issues and systemic quality escapes.
• Strong alignment between Support, Product, and Quality teams around shared customer outcomes.
• Scalable quality models that enable consistent experiences across regions and channels.
• A culture where quality is proactive, insight‑driven, and embedded in daily operations.

Required Qualifications

• 12+ years of experience in Customer Support, Quality, Service Operations, Engineering, or related functions.
• Proven leadership of global, matrixed organizations.
• Strong experience defining and operating quality management systems at scale.
• Demonstrated ability to drive cross‑functional change and systemic improvement.
• Experience leveraging data, analytics, and automation to improve quality and customer outcomes.
• Strong executive communication and stakeholder influence skills.
• Proven leadership of large, complex, cross‑functional initiatives with strong governance, clear ownership, and disciplined mitigation planning.

Education & Experience Recommended
• Four-year or Graduate Degree in Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.
• Typically has 12+ years of job-related and/or management experience, preferably in service business management, delivery, solution architecting, business planning, or a related field.

Preferred Certifications
• Project Management Professional (PMP)

Knowledge & Skills
• Agile Methodology
• Analytics
• Business Development
• Business Strategies
• Business To Business
• Customer Relationship Management
• Data Analysis
• Digital Marketing
• Go-to-Market Strategy
• Key Performance Indicators (KPIs)
• Market Research
• Marketing
• Marketing Strategies
• New Product Development
• Product Management
• Product Marketing
• Product Strategy
• Project Management
• Thought Leadership
• Value Propositions

Cross-Org Skills
• Customer Centricity
• Prioritization
• Resilience
• Team Management
• Strategic Thinking

Impact & Scope
• Impacts multiple functions and may act as a lead to peers on cross-functional project teams working to establish and execute business goals.

Complexity
• Contributes to the development of company objectives and achieves goals through subordinate high-level individual contributors and managers.

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 -

Services

Schedule -

Full time

Shift -

No shift premium (India)

Travel -

Relocation -

No

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"