This job has closed.

NR Consulting · 4 months ago

Corporate Customer Quality Program Manager

Burlington, WA

Full-time

Hybrid

Senior Level

7+ years exp

NR Consulting is a company focused on quality management and customer experience. The Corporate Customer Quality Program Manager will be responsible for establishing and maintaining the Customer Quality corporate program, driving product safety and quality, and improving customer satisfaction through collaboration with various teams.

ConsultingInformation TechnologyStaffing Agency

Responsibilities

Align the Customer Quality function and processes with Silfab Vision and Purpose

Build Silfab’s Customer Experience and Quality (SCE&Q) program structure, short-term, mid-term and long-term goals and metrics for strategic success

Establish and deploy and ensure adherence to the Silfab’s Customer Experience & Quality SCE&Q maturity growth Road Map

Benchmark Best-In-Class metrics and performance on Customer Quality within our industry and outside our industry

Drive and deploy the SCE&Q program through x-functional and x-site collaboration effort

Implement and improve customer and third-party auditor IPM (In-Process Monitoring), PSI (Pre-Shipment Inspection) and CLM (Container Loading Monitoring) processes

Manage and improve Silfab’s customer risk score

Respond to field quality failures

Work with site Customer Quality Engineers to implement standard RMA, RCCA process at the sites, communicate and replicate Best Customer Quality Practices and lessons learned across all facilities

Build SCE&Q team capabilities by training and developing all team members, developing performance metrics

Deploy and lead the PK, A3 and Apollo processes for conducting, implementing, reporting and following up on Problem-Solving, Escalation, Root Cause Analysis and Corrective Action of customer quality issues

Liaison with key departments, to improve IPM (In-Process Monitoring) and RMA response time and aging time

Conduct benchmarking and analysis on customer satisfaction, quality and service metrics; identify and implement process improvement opportunities

Work with the Sales and Product Engineering teams and play a proactive role in collecting the voice of the customer (VOC), defining, implementing and driving customer satisfaction and delight methodologies that will result in Silfab customers achieving a level of customer experience that will set us apart from all competitors

Work with Safety, Product Engineering, Production and Sales teams to ensure the highest level of safety in our products

Work with Sales Team to build close strategic relationships with key customers and identify new and innovative ways to improve customer experience and win market share

Visit and actively shadow distributor, and end-user customers to understand customer’s interactions and point of view with our company, services and products

Work with Product Design and Manufacturing Engineers to drive innovation, improve existing designs and reduce defects

Work with IT to develop information systems and automated, intelligent dashboards for the SCE&Q Program, for internal (company) and external (customer) use and interaction

Establish operating mechanisms for reviewing, reporting and communicating SCE&Q program performance and maturity progress at multiple levels in the organization

Manage budget targets and financial reporting on External Failure COQ

Participates in Continuous Improvement and Quality Summits, Share and Learn, and Benchmarking events

Other functions as deemed relevant and/or assigned to this role by the Corporate Director of Continuous Improvement and Quality

Willingness and ability to travel based on customer need; up to but not limited to 50%

Qualification

Quality ManagementCustomer ServiceProject ManagementLean Six SigmaData AnalysisCustomer-CentricDiversity AwarenessCommunicationTeamworkProblem-SolvingConflict ResolutionFacilitationPresentationOrganizational SkillsAdaptabilityLeadership

Required

Strong Analytical and Problem-Solving skills

Outstanding facilitation and presentation skills

Proficient with a variety of computer software applications including Minitab, Business Central, Microsoft Office products and PowerBI

Outstanding organizational and planning skills

Outstanding communication skills

Strong ability to work and deliver under time constraints

Quickly adapt and correct course under changing priorities

Strong ability to work well in a team atmosphere, resolve conflict, and comply with high quality and ethical standards

Strong conflict resolution and negotiating skills

Customer-centric visionary

Passion for sustainability and a genuine desire to make a positive impact on the world through the reduction of carbon emissions and promotion of clean energy

Demonstrated leadership abilities, with experience managing and mentoring cross-functional teams

Servant Leadership mindset

Builds team value through diversity, thrives in diverse environment

Accomplished listener

Demonstrated, effective change agent

Ability to see and understand the Big Picture and manage at tactical level

Experienced influencer. Demonstrated ability to get work done through others

Bachelor's degree in Engineering or equivalent work experience

Minimum 7 years working in a Quality or Customer Service organization (customer-facing relationship experience preferred)

Minimum 5 years in a Quality Management or Quality Engineering role

Minimum 3 years Project Management experience managing large-scale, x-functional projects

Proven record of excelling on customer-facing relationships