Customer Quality Program Manager

Confident Staffing • Fort Mill, SC

9h • $110,000 - $125,000

About The Position

This is a customer-facing role focused on managing the end-to-end customer experience; from delivery and ordering through to product end-of-life. Act as a Customer Experience (CX) Manager; even in the absence of complaints, proactively engage with customers to evaluate product effectiveness. Play a critical role in capturing and communicating the customer experience back to internal teams. Work directly with utility customers and third-party auditors (e.g., factory audits, IPM audits, physical inspections) on a daily basis. Oversee customer touchpoints and ensure satisfaction across the lifecycle of the product.

Requirements

• Minimum of 7 years’ experience working in a Quality or Customer-Facing organization.
• Minimum of 5 years’ experience in a Quality Management or Project Management role; managing large-scale, cross-functional projects.
• Experience with field failures/complaints required.
• Must be a Certified Quality Engineer (CQE).
• Must be a Certified Internal Auditor.
• Familiarity with utility customers and third-party audits, including: Factory audits IPM audits Physical inspections

Nice To Haves

• Lean Six Sigma Green Belt or Black Belt preferred; alternatively, certification as a Lean Master or Lean Expert is also acceptable.
• Strong background in Customer Experience (CX) or a similar role.
• Excellent interpersonal and communication skills with the ability to engage with high-level customers.
• Able to operate both strategically and tactically.

Responsibilities

• Manage the end-to-end customer experience; from delivery and ordering through to product end-of-life.
• Act as a Customer Experience (CX) Manager
• Proactively engage with customers to evaluate product effectiveness.
• Capture and communicate the customer experience back to internal teams.
• Work directly with utility customers and third-party auditors (e.g., factory audits, IPM audits, physical inspections) on a daily basis.
• Oversee customer touchpoints and ensure satisfaction across the lifecycle of the product.

Benefits

• Relocation Assistance Available
• 2-3 months of company paid travel, housing, training and development will occur in Burlington, WA production facilities before beginning the role in Fort Mill, SC.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed