REQ Solutions

Compensation

Full Description

Job Title: Corporate Customer Quality Program Manager Direct Hire Pay rate: $110,000 - $125,000/yearly + relocation assistance if needed. Plus 15% annual bonus eligibility. Shift: 8:00 AM - 5"00 PM (Monday to Friday) Description: • They could be based in SC, with the expectation of significant travel to WA during the first 1-3 months of employment. During this initial ramp-up period, travel may involve extended stays in WA (i.e., up to two weeks at a time or weekly travel), as key customer quality programs are currently established there. This immersive time in WA is intended to ensure full onboarding and knowledge transfer, enabling the individual to successfully build and implement quality systems in SC. All travel and lodging expenses will be fully covered. • Will be the face of our company, and the quality of their customer interactions will be instrumental in supporting ongoing relationships and driving potential growth for the company. • Extensive domestic travel is required; 50% or more of the time. Travel includes visits to: • Distributors • Utility customers • End-user customers • No direct reports. • Will work alongside the local Customer Quality Engineer (CQE), who handles local tactical tasks. • This manager role focuses on strategy, but will collaborate with the CQE, who may occasionally travel with them. Key Responsibilities: • This is a customer-facing role focused on managing the end-to-end customer experience; from delivery and ordering through to product end-of-life. • Act as a Customer Experience (CX) Manager; even in the absence of complaints, still engage with customers to evaluate the effectiveness of products. • Play a critical role in capturing and communicating the customer experience back to internal teams. • Work directly with utility customers and third-party auditors (i.e., for factory audits, IPM audits, and physical inspections) on a daily basis. • Oversee customer touchpoints and ensure satisfaction across the lifecycle of the product. Ideal Candidate Profile: • Strong background in Customer Experience (CX) or a similar role. • Excellent interpersonal and communication skills with the ability to engage with high-level customers. • Able to operate both strategically and tactically. • They must still have the deep technical and hands-on knowledge with the audit processes listed below. Requirements: • Minimum of 7 years’ experience working in a Quality or Customer-Facing organization. • Minimum of 5 years’ experience in a Quality Management or Project Management role; managing large-scale, x-functional projects. • Bachelor’s degree in Engineering or equivalent work experience. • Experience with field failures/complaints required. • Must be a Certified Quality Engineer (CQE). • Familiarity with utility customers and third-party audits, including: • Factory audits • IPM audits • Physical inspections • Lean Six Sigma Green Belt or Black Belt preferred; alternatively, certification as a Lean Master or Lean Expert is also acceptable.