Customer Quality Program Manager

Customer Quality Program Manager

This exciting role will be responsible for leading the company’s Customer Experience & Quality program, ensuring product safety, quality, customer satisfaction, and reduced Return Material Authorizations (RMAs). This role manages customer audits, drives root cause analysis (RCA) and corrective actions, and standardizes quality processes across both sites. They will 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. If you are an individual who loves to manage quality programs and be customer-facing, this role could be for you!

Responsibilities:

• Build and implement the company’s corporate customer quality strategy and roadmap.
• Lead customer audits, inspections, and risk management.
• Standardize and improve RMA and RCA processes across sites.
• Collect and act on customer feedback (VOC) to drive satisfaction and retention.
• Partner with cross-functional teams to reduce defects and improve design, processes, and safety.
• Benchmark best practices and develop performance metrics.
• Implement dashboards and reporting systems for quality and customer metrics.
• Train, mentor, and develop quality team capabilities.
• Manage budgets related to external failure and COPQ.
• Travel up to 50% to engage with customers, distributors, and end-users.

Qualifications:

• Bachelor's degree in Engineering, Quality, or equivalent experience.
• Domestic Travel is required as needed, depending on the customer’s need. It could be up to 50% or more of the time.
• 7+ years of experience working in a Quality or Customer-Facing organization.
• 5+ years of experience in Quality Management or Project Management roles managing large-scale, cross-functional projects.
• Prior experience with field failures/complaints is required.
• Must be a Certified Quality Engineer (CQE).
• Must be a Certified Internal Auditor.
• Familiarity with utility customers and third-party audits, such as Factory audits, IPM audits, and Physical inspections.
• Lean Six Sigma Green Belt or Black Belt preferred, or a certification as a Lean Master or Lean Expert is also acceptable.

Salary Range:

• $110,000-125,000 base per year, depending on experience, plus 15% annual bonus eligibility

**This position will be based out of either the Fort Mill, SC, or the Burlington, WA facility**