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Customer Experience Lead
3 weeks ago
The Customer Quality Program Manager is responsible for leading the company's Customer Experience & Quality program, ensuring product safety, quality, customer satisfaction, and reduced Return Material Authorizations (RMAs). This role will manage customer audits, drive root cause analysis (RCA) and corrective actions, standardize quality processes across both sites, improve reliability, reduce costs of poor quality (COPQ), and enhance customer experience.
This position will be working at the company's facilities in the Burlington, WA, and Fort Mill, SC areas as production continues to ramp up. The company is a leading designer and manufacturer of solar cells and PV Modules for the renewable energy industry.
Key responsibilities include building and implementing the corporate customer quality strategy and roadmap, leading customer audits, inspections, and risk management, standardizing and improving RMA and RCA processes across sites, collecting and acting on customer feedback (VOC) to drive satisfaction and retention, partnering with cross-functional teams to reduce defects and improve design, processes, and safety, benchmarking best practices, developing performance metrics, implementing dashboards and reporting systems for quality and customer metrics, training, mentoring, and developing quality team capabilities, managing budgets related to external failure and COPQ, and traveling up to 50% to engage with customers, distributors, and end-users.
