Enterprise Customer Quality Manager

Inpro•Muskego, WI

About The Position

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. 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.

Requirements

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

Nice To Haves

Experience with CRM, ERP systems, project management tools, and Minitab is a plus

Responsibilities

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
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
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
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
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
Drive continuous improvement initiatives based on customer feedback and performance data
Ensure processes align with internal procedures and applicable quality standards