Enterprise Customer Quality Manager

DescriptionWe 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 & AlignmentPartner with Sales, Product Management, and Plant Operations to align on customer issues, lead times, root causes, and corrective actionsFoster collaboration and accountability across teams to improve customer quality and delivery performanceS&OP & Order Fulfillment SupportServe as a key liaison in the Sales & Operations Planning (S&OP) process, balancing demand, capacity, and customer commitmentsMaintain and communicate enterprise lead times to ensure alignment with manufacturing capabilities and customer expectationsIdentify risks related to demand, capacity, and lead times; escalate issues and recommend mitigation strategiesSupport resolution of production and prioritization challenges impacting customer ordersCustomer Complaint & Trend ManagementLead the end-to-end customer complaint process across sales, manufacturing, shipping, product management, and qualityAnalyze complaint and fulfillment data to identify trends, systemic issues, and root causes impacting customer experiencePerformance Metrics & ReviewsFacilitate regular cross-functional meetings to review customer quality, complaint trends, corrective actions, and delivery performanceCommunicate insights, trends, and improvement opportunities to leadership and key stakeholdersRoot Cause & Corrective ActionLead root cause analysis and corrective action efforts in alignment with the quality management systemCoordinate cross-functional teams to implement and validate solutionsMonitor effectiveness to ensure sustainable improvementsContinuous Improvement & Quality SystemsDrive continuous improvement initiatives based on customer feedback and performance dataEnsure processes align with internal procedures and applicable quality standardsQualificationsBachelor's degree in Business, Quality, or a related field7+ years of experience in quality management, customer quality, project management, or corrective action within a manufacturing environmentProven ability to lead cross-functional teams and influence without direct authorityStrong analytical, organizational, and communication skillsProficiency in Microsoft Office; experience with CRM, ERP systems, project management tools, and Minitab is a plusBenefitsHealth insuranceDental insuranceGenerous employer 401k contributionsFlexible spending accountTuition reimbursementGenerous paid time offEmployee assistance programVision insuranceEmployee discountLife insuranceReferral programEqual Opportunity Employer/Protected Veterans/Individuals with DisabilitiesThis employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review theKnow Your Rightsnotice from the Department of Labor.