Corporate Customer Quality Program Manager
Corporate Customer Quality Program Manager
Posted on :
01-09-2025
Employer Active
1 Vacancy
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Monthly Salary
$ 110000 - 125000
Vacancy
1 Vacancy
Posted on :
01-09-2025
Job Description
Details:
Summary of Position
The Corporate Customer Quality Program Manager is responsible for establishing and maintaining the corporate Customer Quality program driving product safety quality root cause analysis (RCA) customer satisfaction and reducing RMAs. This role manages customer audits and inspection processes collaborating with Sales Engineering Product and Operations teams to improve process and product reliability. The position also standardizes and enforces Customer Quality practices and metrics across sites defines and implements benchmarking and customer experience initiatives and works with Sales to reduce RMA response times. Additional responsibilities include driving cost-of-poor-quality (COPQ) reduction in the RMA process and related non-conformances.
The Corporate Customer Quality Program Manager is responsible for establishing and maintaining the corporate Customer Quality program driving product safety quality root cause analysis (RCA) customer satisfaction and reducing RMAs. This role manages customer audits and inspection processes collaborating with Sales Engineering Product and Operations teams to improve process and product reliability. The position also standardizes and enforces Customer Quality practices and metrics across sites defines and implements benchmarking and customer experience initiatives and works with Sales to reduce RMA response times. Additional responsibilities include driving cost-of-poor-quality (COPQ) reduction in the RMA process and related non-conformances.
Details:
Essential Duties and Responsibilities
- Align Customer Quality functions and processes with overall company vision and purpose.
- Build the Customer Experience and Quality (CE&Q) program structure including short- mid- and long-term goals and metrics for strategic success.
- Establish deploy and ensure adherence to the CE&Q maturity growth roadmap.
- Benchmark best-in-class customer quality metrics both within and outside the industry.
- Drive and deploy the CE&Q program through cross-functional and multi-site collaboration.
- Implement and improve customer and third-party auditor processes including In-Process Monitoring (IPM) Pre-Shipment Inspection (PSI) and Container Loading Monitoring (CLM).
- Manage and improve customer risk scoring systems.
- Respond to field quality failures and customer complaints.
- Partner with site Customer Quality Engineers to standardize RMA and RCCA processes replicate best practices and share lessons learned across facilities.
- Build team capabilities by training and developing staff and defining performance metrics.
- Lead PK A3 and Apollo processes for problem-solving escalation RCA and corrective actions.
- Collaborate with internal teams to improve IPM and RMA response/aging times.
- Conduct benchmarking and analysis of customer satisfaction quality and service metrics; identify and implement process improvements.
- Work closely with Sales and Product Engineering to capture the Voice of the Customer (VOC) and design programs to enhance customer satisfaction and loyalty.
- Partner with Safety Product Engineering Production and Sales to ensure product safety standards are met.
- Build close strategic relationships with key customers and explore innovative ways to improve customer experience and market share.
- Conduct site visits and shadow distributors and end users to understand customer interactions and perspectives.
- Collaborate with Product Design and Manufacturing Engineers to drive innovation improve designs and reduce defects.
- Work with IT to develop information systems and intelligent dashboards for internal and customer use.
- Establish review and reporting mechanisms for CE&Q program performance at multiple organizational levels.
- Manage budget targets and financial reporting on External Failure COQ.
- Participate in Continuous Improvement initiatives Quality Summits and benchmarking events.
- Perform other relevant duties as assigned.
- Willingness and ability to travel up to 50% based on customer needs.
Qualifications & Skills
Skills:
- Strong analytical and problem-solving ability.
- Excellent facilitation presentation organizational and planning skills.
- Proficiency with Minitab Business Central Microsoft Office and PowerBI.
- Exceptional communication skills.
- Ability to adapt quickly under changing priorities and work effectively under deadlines.
- Strong conflict resolution and negotiation skills; team-oriented with a focus on high ethical standards.
Traits:
- Customer-centric visionary with a passion for sustainability and clean energy.
- Proven leadership skills with experience mentoring cross-functional teams.
- Servant leadership mindset with a focus on building diverse high-performing teams.
- Strong listening skills effective change agent and strategic thinker able to manage at both tactical and big-picture levels.
- Influential leader with a track record of achieving results through collaboration.
Education & Experience:
- Bachelors degree in Engineering or equivalent experience.
- 7 years in Quality or Customer Service (customer-facing preferred).
- 5 years in Quality Management or Quality Engineering.
- 3 years of Project Management experience managing large-scale cross-functional projects.
- Experience with field failures/complaints required.
- Certified Quality Engineer (CQE) required.
- Certified Internal Auditor required.
- Proven success in customer relationship management.
- Experience managing within a matrix environment.
- Solar/PV manufacturing experience preferred.
- Lean Six Sigma Green Belt or Black Belt (or equivalent Lean certification) preferred.
Compensation and Benefits
- $110000 $125000 base salary
- 15% annual bonus eligibility
Required Experience:
Manager
Employment Type
Full-Time
Key Skills
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