Quality Program Manager - Supply Chain Operations
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AI Summary
Lumen is the trusted network for the AI‑powered world, connecting people, data, and applications through our expansive fiber network and connected ecosystem. We enable secure, high‑performance connectivity across cloud, edge, and AI workloads for enterprises, governments, and communities.
At Lumen, you’ll work on infrastructure customers rely on today and build for what’s next, where performance, security, and resilience matter.
This is a high accountability environment where bold ideas drive real innovation for our customers, partners, and industry. The work is challenging, expectations are clear, and trust is built into how we operate. If you’re ready to take ownership, deliver meaningful impact, and help shape the future of AI‑ready connectivity, join us today.
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
- 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.
- 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.
- 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.
- 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
- 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.
- 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. |
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Requisition #: 342304
Life at Lumen
Life at Lumen is human and connected, even in a fast moving, AI‑focused organization. We set clear expectations and trust people to meet them. With real support and shared accountability, teams collaborate better, move faster, and deliver meaningful outcomes.
Our Lumen 8 behaviors guide how we interact, make decisions, and work together, shaping a culture built to perform and win.
To learn more about Life at Lumen and how we live the Lumen 8, please visit:
https://jobs.lumen.com/global/en/life-at-lumen
Background Screening
If you are selected for a position, there will be a background screen, which may include checks for criminal records and/or motor vehicle reports and/or drug screening, depending on the position requirements. For more information on these checks, please refer to the Post Offer section of our FAQ page. Job-related concerns identified during the background screening may disqualify you from the new position or your current role. Background results will be evaluated on a case-by-case basis.
Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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Disclaimer
The job responsibilities described above indicate the general nature and level of work performed by employees within this classification. It is not intended to include a comprehensive inventory of all duties and responsibilities for this job. Job duties and responsibilities are subject to change based on evolving business needs and conditions.
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Please be advised that Lumen does not require any form of payment from job applicants during the recruitment process. All legitimate job openings will be posted on our official website or communicated through official company email addresses. If you encounter any job offers that request payment in exchange for employment at Lumen, they are not for employment with us, but may relate to another company with a similar name.
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