Enterprise Customer Quality Manager

We are seeking an Enterprise Customer Quality Manager to lead customer quality improvement initiatives across our divisional business units. This role plays a critical part in ensuring a consistent, high-quality customer experience by driving cross-functional alignment, improving fulfillment performance, and leading corrective actions to prevent recurrence.

Position Summary

The Enterprise Customer Quality Manager is responsible for improving customer quality and on-time delivery performance across the organization. This role partners closely with Sales, Product Management, and Plant Operations to analyze trends, standardize metrics, and drive data-based decisions that enhance customer satisfaction and operational reliability.

Key Responsibilities

Cross-Functional Leadership & Alignment

• Partner with Sales, Product Management, and Plant Operations to align on customer issues, lead times, root causes, and corrective actions

• Foster collaboration and accountability across teams to improve customer quality and delivery performance

S&OP & Order Fulfillment Support

• Serve as a key liaison in the Sales & Operations Planning (S&OP) process, balancing demand, capacity, and customer commitments
• Maintain and communicate enterprise lead times to ensure alignment with manufacturing capabilities and customer expectations
• Identify risks related to demand, capacity, and lead times; escalate issues and recommend mitigation strategies
• Support resolution of production and prioritization challenges impacting customer orders

Customer Complaint & Trend Management

• Lead the end-to-end customer complaint process across sales, manufacturing, shipping, product management, and quality
• Analyze complaint and fulfillment data to identify trends, systemic issues, and root causes impacting customer experience

Performance Metrics & Reviews

• Facilitate regular cross-functional meetings to review customer quality, complaint trends, corrective actions, and delivery performance
• Communicate insights, trends, and improvement opportunities to leadership and key stakeholders

Root Cause & Corrective Action

• Lead root cause analysis and corrective action efforts in alignment with the quality management system
• Coordinate cross-functional teams to implement and validate solutions
• Monitor effectiveness to ensure sustainable improvements

Continuous Improvement & Quality Systems

• Drive continuous improvement initiatives based on customer feedback and performance data

• Ensure processes align with internal procedures and applicable quality standards

Qualifications

• Bachelor’s degree in Business, Quality, or a related field

• 7+ years of experience in quality management, customer quality, project management, or corrective action within a manufacturing environment

• Proven ability to lead cross-functional teams and influence without direct authority

• Strong analytical, organizational, and communication skills

• Proficiency in Microsoft Office; experience with CRM, ERP systems, project management tools, and Minitab is a plus

Benefits

• Health insurance
• Dental insurance
• Generous employer 401k contributions
• Flexible spending account
• Tuition reimbursement
• Generous paid time off
• Employee assistance program
• Vision insurance
• Employee discount
• Life insurance
• Referral program