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TSI Incorporated · 1 day ago

VP of Quality and Customer Experience

St Paul, MN

Full-time

Hybrid

Director/Executive

$200K/yr - $240K/yr

10+ years exp

TSI Incorporated is dedicated to creating a better world by protecting people, products, and the environment. The Vice President of Quality and Customer Experience is a strategic leader responsible for shaping and executing quality assurance and customer satisfaction strategies, ensuring high standards of quality and outstanding customer experiences globally.

Manufacturing

No H1B

Responsibilities

Develop and lead the quality vision, strategy, and roadmap aligned with corporate goals

Collaborate with executive leadership to promote a culture of quality and continuous improvement

Implement and maintain effective QMS in compliance with applicable standards (e.g., ISO 9001, FDA, GMP, AS9100)

Ensure robust documentation, control, and reporting of quality activities

Ensure company-wide compliance with all relevant regulatory and industry standards

Lead preparation for internal, customer, and third-party audits and inspections

Partner with customer service and operations to resolve quality issues

Monitor customer feedback and quality KPIs to improve product/service quality through the implementation of metrics and dashboards to monitor product and service quality performance

Develop and implement a comprehensive quality strategy aligned with business objectives

Oversee the development and execution of quality policies, systems, and procedures, including quality assurance (QA) programs across operations, manufacturing, product development, and service delivery

Lead root cause analysis and corrective action planning for quality issues

Define and evolve the customer experience vision and strategy across all channels and touchpoints

Champion the voice of the customer across the organization

Lead, inspire, and grow high-performing customer-facing teams, including customer support, customer success, and experience design

Collaborate cross-functionally with Product, Marketing, Sales, and Operations to improve end-to-end customer journeys, enhance customer experience strategies, and close experience gaps

Establish robust mechanisms for collecting and analyzing customer feedback (e.g., NPS, CSAT, customer surveys)

Use data to identify pain points and drive continuous improvement

Establish KPIs and analytics to track customer satisfaction, retention, and loyalty

Oversee implementation of customer support tools, CRM systems, and self-service platforms

Evaluate and leverage AI, automation, and analytics to enhance efficiency and satisfaction

Provide leadership to the service business across the whole TSI global portfolio that includes service, repair, calibration, and field service, providing strategic direction and guidance, in alignment with TSI’s growth strategy

Drive top-line growth and improve customer experience by deploying a consistent services framework and process

Ensure a high level of customer satisfaction is met by way of customer requirements for technical service and support

Evaluate service requirements of the installed base and maintain proper resource allocation to ensure satisfactory customer response

Build, mentor, and lead high-performing quality, customer service, and service teams

Collaborate with product, engineering, operations, and support teams to ensure customer-centric thinking and continuous improvement

Champion a culture of quality, accountability, and customer advocacy at all levels of the organization

Present insights and strategies to the executive team and board of directors

Qualification

Quality ManagementCustomer Experience StrategyRegulatory ComplianceSix Sigma Black BeltLeanData AnalysisStakeholder ManagementLeadershipCommunication Skills