Enterprise Customer Quality Manager

We 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 & Alignment Partner with Sales, Product Management, and Plant Operations to align on customer issues, lead times, root causes, and corrective actions Foster collaboration and accountability across teams to improve customer quality and delivery performance S&OP & Order Fulfillment Support Serve as a key liaison in the Sales & Operations Planning (S&OP) process, balancing demand, capacity, and customer commitments Maintain and communicate enterprise lead times to ensure alignment with manufacturing capabilities and customer expectations Identify risks related to demand, capacity, and lead times; escalate issues and recommend mitigation strategies Support resolution of production and prioritization challenges impacting customer orders Customer Complaint & Trend Management Lead the end-to-end customer complaint process across sales, manufacturing, shipping, product management, and quality Analyze complaint and fulfillment data to identify trends, systemic issues, and root causes impacting customer experience Performance Metrics & Reviews Facilitate regular cross-functional meetings to review customer quality, complaint trends, corrective actions, and delivery performance Communicate insights, trends, and improvement opportunities to leadership and key stakeholders Root Cause & Corrective Action Lead root cause analysis and corrective action efforts in alignment with the quality management system Coordinate cross-functional teams to implement and validate solutions Monitor effectiveness to ensure sustainable improvements Continuous Improvement & Quality Systems Drive continuous improvement initiatives based on customer feedback and performance data Ensure processes align with internal procedures and applicable quality standards Qualifications Bachelor’s degree in Business, Quality, or a related field 7+ years of experience in quality management, customer quality, project management, or corrective action within a manufacturing environment Proven ability to lead cross-functional teams and influence without direct authority Strong analytical, organizational, and communication skills Proficiency in Microsoft Office; experience with CRM, ERP systems, project management tools, and Minitab is a plus Benefits Health insurance Dental insurance Generous employer 401k contributions Flexible spending account Tuition reimbursement Generous paid time off Employee assistance program Vision insurance Employee discount Life insurance Referral program