Global Customer Quality Manager

Position Summary

The Global Customer Quality Manager serves as the primary guardian of the customer experience across all global operations. This role is designed to protect brand integrity by leading structured problem-solving efforts, ensuring rapid containment of issues, and driving systemic corrective actions that prevent recurrence. The position owns the end-to-end management of customer quality challenges, ensuring effective resolution and robust deployment of solutions across all regions and product lines.

About the Role

In this position, you will act as the central interface for global customer quality issues and escalations. Your day-to-day involves ensuring rapid containment and clear communication while resolving customer complaints in a timely manner. You will lead customer reviews and provide executive-level updates on issue status, maintaining transparency and confidence with key stakeholders.

A core part of your mission is to enforce disciplined problem-solving using methodologies such as 8D, 5-Why, and root cause analysis. You will be responsible for the quality of root cause identification, the effectiveness of corrective actions, and the standardization of these processes across all plants and regions. You will lead the structured read-across process to prevent similar issues from occurring across different products, processes, and locations, proactively identifying and eliminating systemic risks.

Success in this role requires strong cross-functional coordination. You will collaborate closely with Manufacturing, Supplier Quality, Engineering, and Field Service teams to ensure alignment between customer issues and internal corrective actions. By driving accountability across regions and functions, you will help the organization track key metrics like Customer Complaints, FPY/FFPY, and COPQ, utilizing digital dashboards for real-time visibility.

Qualifications

Candidates for this role should bring 7+ years of experience in Quality, Manufacturing, or Customer Quality roles, with a specific background in managing global customer accounts and escalations. Deep expertise in problem-solving methodologies, including 8D, Root Cause analysis, and PFMEA, is essential. Experience within automotive, industrial, or data center manufacturing environments is highly valued.

The ideal candidate possesses a proven ability to lead cross-functional teams in high-pressure situations and demonstrates strong communication skills capable of interfacing effectively at executive levels. There are no special physical requirements for this position.