Sr. Customer Quality Manager

Lumentum Inc.•San Jose, CA

70d

About The Position

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. In this role, you will: Drive customer-focused culture throughout the organization by: Advocating the voice of the customer to cross-functional teams, driving necessary actions across Lumentum to quickly resolve problems and respond promptly to all customer requests in a timely manner Drawing sound conclusions using data-driven methods to enable teams to pinpoint areas for improvement and to drive resolution of issues Leading customer quality/reliability meetings and related activities (failure analysis, qualifications, etc.,) with internal stake holders and customers. Collaborating with cross-functional team to create and provide flawless reports, metrics and presentations to customers and internal stakeholders. Act as a Single Point of Contact for your assigned customer for all Quality/reliability-related issues from product launch to end-of-life, aligned with Global Account Management and Geographical locations 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. Provide Customer Contract inputs and approval for key Quality Terms & Conditions

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.
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)</li>

Nice To Haves

ASQ Quality Engineer Certification, along with six sigma black belt certification is highly preferred

Responsibilities

Advocating the voice of the customer to cross-functional teams, driving necessary actions across Lumentum to quickly resolve problems and respond promptly to all customer requests in a timely manner
Drawing sound conclusions using data-driven methods to enable teams to pinpoint areas for improvement and to drive resolution of issues
Leading customer quality/reliability meetings and related activities (failure analysis, qualifications, etc.,) with internal stake holders and customers.
Collaborating with cross-functional team to create and provide flawless reports, metrics and presentations to customers and internal stakeholders.
Act as a Single Point of Contact for your assigned customer for all Quality/reliability-related issues from product launch to end-of-life, aligned with Global Account Management and Geographical locations
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
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.
Provide Customer Contract inputs and approval for key Quality Terms & Conditions