Sr. Customer Quality Manager

Lumentum•San Jose, CA

22d

About The Position

It's fun to work in a company where people truly BELIEVE in what they're doing! We're committed to bringing passion and customer focus to the business. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! We are looking for a Customer Quality Manager, who thrives in navigating through fast-paced environments to support rapidly growing Lumentum business with AI Products and Hyperscaler Customers. In this key role, you will interface directly with our top hyperscaler customers to address the issues related to product quality and customer experience. You will utilize structured problem-solving methods to drive issue resolution through effective collaboration with internal cross functional teams (including contract manufacturers & suppliers), while fostering a zero-defect culture across the organization to meet and exceed customer expectations.

Requirements

BS/MS degree in Electrical/Mechanical/Optics Engineering
5+ years of experience in Engineering / Quality roles at High Tech companies.
Photonics, semiconductor related experience is preferred
Experience interfacing with hyperscaler customers and proven ability to drive proactive quality improvement initiatives.
ASQ Quality Engineer Certification, along with six sigma black belt certification is highly preferred
Excellent computer and data mining skills with a strong background in SPC methods (JMP a plus)
Outstanding teamwork, collaboration, and communication skills
Effective and efficient problem-solving skills, with the ability to multi-task and change course as necessary for the business.
Must be able to work extended hours across different time zones when required and travel both domestic and international (<10% target)

Nice To Haves

Photonics, semiconductor related experience is preferred
ASQ Quality Engineer Certification, along with six sigma black belt certification is highly preferred
Excellent computer and data mining skills with a strong background in SPC methods (JMP a plus)

Responsibilities

Act as a Single Point of Contact for your assigned customer for all Quality/reliability-related issues from product launch to end-of-life.
Lead the resolution of critical customer quality issues from NPI to EOL with the help from other Lumentum functions (OPS/R&D/PLM/SQE/Sales).
Proactive verification of reported failures at customer site to reduce unnecessary RMAs
Review & approve PRP(8D) reports to ensure compliance with customer requirements
Lead periodic Quality Reviews & quality section of Supplier Business Reviews with assigned customer(s).
Drive necessary internal actions across Lumentum to improve customer experience and score card performance.
Prepare periodic customer reports as needed on Lumentum Quality Performance with standard quality metrics.
Ensure 8-D Problem Resolution Process is thoroughly executed on all customer complaints in a timely manner.
Ensure root cause is accurate using structured problem saving methods such as fishbone diagrams, 5-WHY methods, etc.,
Ensure corrective actions are adequately identified and implemented
Ensure preventive actions are adequately identified and implemented to eliminate risk of recurrence
Act as the final approver on 8D reports and communicate the approved 8D reports with assigned customers
Ensure success of Customer Quality Audits
Drive agenda alignment & necessary preparation at factories/sites.
Facilitate assigned customer audits and drive all findings to closure (both internally and with the customer) in a timely manner.
Development, implementation and continuous improvement of Customer Quality processes and procedures.