The Role

The Quality Program Manager is responsible for establishing, leading, and scaling an end-to-end hardware quality management program. This role focuses on improving quality outcomes for new, used, and repaired hardware, reducing operational failures, and driving accountability across suppliers and internal partners.

This is a program leadership role requiring strong cross-functional collaboration with NETS, Service Assurance, Engineering/Planning, Service Delivery, Field Operations, Strategic Sourcing, and key suppliers. The role will define quality standards, implement measurable KPIs, pilot initiatives with strategic vendors, and translate quality data into actionable improvements that reduce cost, improve reliability, and enhance customer outcomes.

Work Location

This position has been designated as fully remote in the U.S.

Quality Program Overview

The Supply Chain Operations Manager establishes an end-to-end hardware quality management system across the full lifecycle (new, used, and repaired equipment). The program focuses on improving reliability and customer outcomes by reducing Dead on Arrival (DOA), operational failures, and repair No Trouble Found (NTF), while increasing visibility, traceability, and supplier accountability. The core deliverables are clear quality standards, measurable KPIs at the part level, a governance cadence that drives decisions, and a closed-loop corrective action process that turns quality signals into sustained improvements.

• Measure: Define and track part-level lifecycle metrics (install DOA, spares DOA, operational failure rate, MTBF, repair NTF) segmented by new/used/repaired and by supplier/repair vendor.
• Review: Run a recurring governance cadence (weekly ops triage monthly deep dive quarterly executive review) to prioritize issues, approve corrective actions, and remove blockers.
• Resolve: Use a standard closed-loop workflow for issue escalation, root cause analysis (RCA), corrective and preventive actions (CAPA), and validation that fixes are effective.
• Improve: Influence upstream changes (engineering standards, sourcing/contract terms, repair strategies, inventory disposition) based on measured outcomes.
• Communicate: Publish clear leadership-ready reporting that highlights risks, trends, top offenders, actions in flight, and realized operational/financial impact.

Success in this roll:

• Clear visibility into hardware quality performance by part and supplier.
• Reduced DOA, failure, and NTF rates through targeted actions.
• Improved supplier accountability and traceability at the serial number level.
• Strong alignment between Supply Chain, Service Assurance, Engineering, Service Delivery, and Field Operations on quality priorities.
• A scalable quality program model adopted across all suppliers

The Main Responsibilities

Quality Program Management

• Design, implement, and manage an end-to-end hardware quality program covering new, used, and repaired equipment.
• Establish program objectives, success metrics, governance cadence, and continuous improvement roadmap.
• Own program outcomes, including quality performance trends, root cause identification, corrective actions, and measurable results.
• Establish regular, effective communication with stakeholders and senior leadership to drive program forward.

Quality Metrics & Analytics

Define, track and report quality metrics at the part level across the lifecycle, including but not limited to:

• Install DOA (Dead on Arrival) rates - new, used, and repaired
• Operational failure rates
• MTBF (Mean Time Between Failure)
• Spares DOA rates - new, used, and repaired
• Repair NTF (No Trouble Found) rates
• Analyze trends to identify high risk parts, systemic issues, and supplier or process gaps.
• Translate data into clear insights and recommendations for leadership and stakeholders.

Cross-Functional Collaboration

Act as the central quality program liaison across:

• • NETS - network performance and reliability insights
  • Service Assurance - operational failure trends and field impact
  • Engineering / Planning - design, standards, and part performance
  • Service Delivery - installation readiness, on-time completion, repeat visits, and customer-impacting failures
  • Field Operations - installation, repair, and replacement feedback
  • Strategic Sourcing - supplier accountability, contracts, and quality clauses

• Drive alignment on quality priorities, corrective actions, and escalation paths.
• Facilitate regular reviews with internal teams and suppliers to ensure transparency and follow-through.

Continuous Improvement & Governance

• Establish standard processes for issue escalation, root cause analysis, corrective action plans, and validation of improvements.
• Influence upstream changes in sourcing, repair strategies, and inventory disposition based on quality outcomes.
• Prepare executive level summaries highlighting risks, improvements, and financial or operational impacts tied to quality.

Success in This Role Looks Like

• Clear visibility into hardware quality performance by part and supplier.
• Reduced DOA, failure, and NTF rates through targeted actions.
• Improved supplier accountability and traceability at the serial number level.
• Strong alignment between Supply Chain, Service Assurance, Engineering, Service Delivery, and Field Operations on quality priorities.
• A scalable quality program model adopted across additional suppliers beyond the initial Ciena pilot.

What We Look For in a Candidate

Required Qualifications

• Bachelor's degree in Supply Chain, Engineering, Operations, or a related field (or equivalent experience).
• 5 years of experience in supply chain operations, quality management, hardware lifecycle management, or program management.
• Demonstrated ability to build and lead complex, cross-functional programs with measurable outcomes.
• Strong analytical skills with the ability to translate quality data into clear, actionable insights.
• Experience working with OEMs, repair vendors, and strategic suppliers.
• Ability to clearly and effectively communicate both verbally and in writing with all levels of the organization, including frontline teams, cross-functional partners, suppliers, and executive leadership.
• Proven capability to influence beyond direct management structure and drive alignment across diverse stakeholder groups.

Preferred Qualifications

• Experience with network or telecom hardware environments.
• Familiarity with reliability metrics (DOA, MTBF, failure rates) and root cause methodologies.
• Experience implementing pilot programs and scaling them enterprise-wide.
• Strong executive communication and stakeholder influence skills.

Compensation

This information reflects the anticipated base salary range for this position based on current national data. Minimums and maximums may vary based on location. Individual pay is based on skills, experience and other relevant factors.

Location Based Pay Ranges

$84,629 - $112,838 in these states: AL AR AZ FL GA IA ID IN KS KY LA ME MO MS MT ND NE NM OH OK PA SC SD TN UT VT WI WV WY
$88,860 - $118,480 in these states: CO HI MI MN NC NH NV OR RI
$93,092 - $124,122 in these states: AK CA CT DC DE IL MA MD NJ NY TX VA WA

Lumen offers a comprehensive package featuring a broad range of Health, Life, Voluntary Lifestyle benefits and other perks that enhance your physical, mental, emotional and financial wellbeing. We're able to answer any additional questions you may have about our bonus structure (short-term incentives, long-term incentives and/or sales compensation) as you move through the selection process.

Learn more about Lumen's:

• Benefits
• Bonus Structure

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Requisition #: 342304