Customer Quality Operations Manager

Illuminate USA•Pataskala, OH

5d•Onsite

About The Position

Located in the heart of Central Ohio, Illuminate USA is transforming solar panel manufacturing from our cutting-edge facility in Pataskala. As a new standalone joint venture established by two global leaders in renewable energy, we’ve rapidly grown to over 1,500 associates and are now fully operational in our 1.1 million-square-foot factory. Our vision is to establish one of the largest solar panel manufacturing operations in the Western Hemisphere. This is an exciting time to join Illuminate USA as we continue to grow and innovate. We’re not just building solar panels—we’re building a team of dedicated, passionate associates eager to make a real impact. If you’re looking to be part of a collaborative, people-focused, and forward-thinking workplace, we want to hear from you! We offer competitive pay, comprehensive benefits, and continuous opportunities for career growth. Come join us on this journey to create a brighter, more sustainable future in the Columbus area. We are seeking a Customer Operations Manager to manage the full customer lifecycle - covering pre-sales, during-sales, and after-sale services for our products. This role involves overseeing the full spectrum of customer operations that covers Customer Quality Order, Out-of-Box Audit, Customer Quality Engineering and Audits, In-Process Monitoring (IPM) and Pre-shipment Inspection (PSI), Outgoing Quality Control and Field Quality Assurance. This person will lead a big team that interfaces with internal departments (Sales, Planning & Operations, Process Engineering

Requirements

Bachelor’s degree in Engineering or Science with 10+ years experience in one or more of the following industries: solar manufacturing; electronics, semiconductor or automotive manufacturing; solar construction.
Minimum 8+ years experience in a Customer Quality function.
Hands-on and solid experience in inspection, testing and quality investigations is required.
Experienced in systematic problem-solving via 8D Process, Six Sigma or other root cause analysis methods.
Adept in reading product design/drawings, bill of materials and material specifications.
Has undergone specialized training in customer quality management and equipped with skills to ensure high standards of customer satisfaction and product quality.
Strong communication skills to clearly convey information, engage with stakeholders, and adapt messaging to suit different audiences.
Ability to travel domestically and internationally with short notice (up to 20%).
Able to move around the plant and office areas and stand for periods of time
Able to lift up to 25 lbs occasionally and wear required PPE
Able to work in a manufacturing environment with noise and temperature changes

Nice To Haves

Master’s degree in Engineering or Science (Chemistry and Physics)
Familiar with electroluminescence, photoluminescence, automated optical inspection, electronic product testing or similar test technologies– preferred.
Experience in high-volume data management and reporting platforms (PowerBI, Tableau, etc.)
Fluent in written and verbal communication in both Mandarin and English.
Intensive experience in statistical process control and analysis using statistical software (e.g., JMP and Minitab).

Responsibilities

Lead a team of quality professionals ranging from managers to supervisors to engineers, operators, inspectors, technicians in a 24X7 operating mode.
Ensure that quality requirements specific to customer orders are communicated, deployed and enforced in coordination with other Quality groups, Production, Process and Equipment Engineering.
Operationalize the Out-of-Box and Outgoing Quality Control programs, drive quality improvements and ensure that 100% of units going out of the factory are fully compliant with strict quality specifications.
Create and deploy a Customer Quality Engineering framework that covers quality audits, audit findings and problem-solving via 8D process.
Manage a team of Customer Quality Engineers and Specialists who are tasked to handle on-site arrival inspections to ensure materials and products meet quality standards before use or installation.
Lead and oversee customer quality inspection processes (e.g., In-Process Monitoring and Pre-Shipment Inspection, etc.), ensuring compliance with established quality standards and requirements.
Drive the Customer Complaint and Field Quality Program at the factory and at project sites, ensuring prompt response and effective resolution; manage a team that will regularly visit project sites for preventive quality monitoring and/or initial technical diagnosis of field issues; travel to project sites within the USA, as necessary (up to 20%)
Drive reduction of customer complaints and execute internal investigations of customer complaints by gathering relevant data, conducting root cause analysis, and collaborating with cross-functional teams (Process Engineering, Process Quality Engineering, Equipment Engineering and Production) to identify underlying issues.
Prepare detailed 8D reports to document findings, outline corrective actions, and develop strategies to prevent recurrence.
Track the implementation of improvements and continuously monitor results to ensure sustained customer satisfaction and long-term quality enhancements.
Prioritize customer satisfaction by providing clear communication, following up as necessary, and taking proactive steps to prevent recurring issues, while maintaining a focus on maintaining high-quality standards.
Plan for and manage resources for the whole team to ensure efficient operations and technical development.
Perform other tasks/duties as necessary.