Customer Experience Quality Governance Specialist

Agropur•Appleton, WI

8d•Hybrid

About The Position

We are looking for a CX Quality Governance Specialist in Eden Prairie, MN or Appleton, WI. The Quality Governance Specialist – CX Cheese supports the delivery of a consistent, high-quality customer experience by strengthening CX governance, process visibility, and cross-functional coordination across complaint, labeling, and material-related activities for the U.S. Cheese business. This role partners with Customer Experience, Global Quality, Plant QA, Logistics, Regulatory, and Sales to support consistency and completeness of customer-facing documentation and coordination across quality-related processes. The position also supports material creation and change initiatives by coordinating required technical and quality inputs to ensure completeness and alignment prior to system submission.

Requirements

Minimum three (3) years of experience in in a food manufacturing environment preferred, preferably in quality assurance.
Experience supporting commercial, master data, or quality processes within SAP Required.
Strong Critical Thinking Skills
Problem Solving Skills
Analytical Mindset

Nice To Haves

College diploma in related field preferred.
Equivalent combination of education and/or experience may be considered.

Responsibilities

Monitor and assess Z1 (plant-related) and Z5 (logistics-related) complaint records for consistency, completeness, and alignment with CX standards and customer expectations.
Identify gaps or inconsistencies in complaint documentation and coordinate follow-up with appropriate teams.
Facilitate follow-up with Quality, Plant, or Logistics teams when documentation or responses are incomplete or delayed.
Identify recurring complaint patterns by plant, product, or issue type and elevate systemic risks to CX leadership.
Provide solutions and coordinate with key stakeholders to build and ensure a customer-centric response.
Support development of consistent, customer-aligned response frameworks in partnership with CX and Quality.
Facilitate access to quality-related documentation (e.g. certificates, supplier forms, audit materials) to support customer and sales requests, ensuring alignment with Quality-controlled sources.
Route incoming quality-related customer inquiries internally to appropriate technical, plant, regulatory, or logistics stakeholders.
Track documentation request trends to identify recurring customer requirements or gaps in available resources.
Support coordination of customer documentation requests in alignment with Quality and Regulatory teams.
Coordinate intake and cross-functional alignment for customer-driven label changes in accordance with established governance processes.
Partner with Commercial Quality/Q info, Regulatory, Plant QA, and CX to gather required inputs and documentation to support label updates.
Support validation of alignment across customer requirements, specifications, and plant capabilities in partnership with Quality and Regulatory.
Confirm required inputs and approvals are obtained prior to submission.
Identify and escalate risks related to specification or labeling misalignment prior to customer impact.
Track and report trends related to label deviations, late-stage changes, or governance bypasses.
Serve as the CX Quality & Technical liaison for material creation and change requests.
Gather required plant, QA, regulatory, and technical inputs necessary to support new material setups or modifications.
Coordinate and validate that required inputs (specifications, labeling requirements, and supporting documentation) are complete and aligned prior to Evolve submission.
Identify and escalate inconsistencies, risks, or missing information before system submission.
Track recurring material setup challenges and recommend process improvements to reduce downstream corrections or customer impact.
Monitor complaint data integrity and classification consistency in collaboration with Global Quality to support accurate and aligned trend analysis.
Analyze recurring issues and emerging risks across plants, products, and logistics channels, incorporating both quality and broader CX performance indicators (e.g., OTIF, service-related impacts).
Generate summary reporting and insights based on CX leadership needs, complementing existing Quality reporting and highlighting customer experience trends across functions.
Support preparation of materials for recurring cross-functional quality and customer experience review discussions.
Serve as a liaison between CX, Global Quality, Plant QA, Logistics, Regulatory, and Sales for quality-related matters impacting customer experience.
Participate in cross-functional quality review discussions to address systemic issues.
Support continuous improvement initiatives aligned with Operational Excellence and Simplification priorities.