Vice President, Quality

Chamberlain Group • Oak Brook, IL

220d • $200,000 - $400,000

About The Position

The Vice President of Quality and Customer Satisfaction will lead and drive the overall Quality and Customer Satisfaction strategy, ensuring exceptional customer experience (CX) across all touchpoints. This role serves as the central oversight for Quality Customer Satisfaction, prioritizing corrective actions and structuring key performance indicators (KPIs) and governance frameworks to measure success around quality and the broader customer experience, including software and user experience (UX). Lead creation and execution of an overarching global compliance roadmap and strategy with a multi-year focus. Drive the Chamberlain Quality process to protect company reputation, support sales, profitability, cash flow, and business goals.

Requirements

• Bachelor's degree in Engineering, Engineering Technology, or Manufacturing, or a related field.
• 10+ years of technical management leadership in Engineering, Operations, or Supply Chain.
• 4 years quality management leadership including quality system development, management and administration.
• 5+ years at a senior management level for complex global organizations.
• Demonstrated success in transforming the customer experience by implementing cross-functional quality strategies.

Nice To Haves

• Masters of Business Administration.
• Six Sigma Black Belt certification.
• 10+ years of technical management leadership in Engineering, Operations, or Supply Chain.
• 8 years Quality management leadership including quality system development at a global level.

Responsibilities

• Develop, execute, and oversee a comprehensive Quality and Customer Satisfaction strategy aligned with the company's goals and objectives.
• Set priorities for Quality and CX initiatives across design, engineering, manufacturing, supply chain, product, and customer service.
• Own all aspects of hardware and software quality assurance ensuring that products meet the highest quality standards.
• Develop and implement a robust process and infrastructure to proactively address customer concerns.
• Ensure seamless communication of issues across the organization and lead initiatives to deliver timely, comprehensive resolutions.
• Function as a Customer Experience liaison with Chamberlain Executive Leadership team.
• Set the governance and KPI structure for quality and customer satisfaction.
• Monitor CX performance, interventions and initiatives across the organization.
• Address upcoming product pipeline / roadmap milestones.
• Maintain awareness of Quality and CX processes of 'best-in-class' companies.
• Champion a customer-centric culture within the organization.
• Comply with health and safety guidelines and rules.
• Protect Chamberlain Group's reputation by keeping information confidential.
• Maintain professional and technical knowledge by attending educational workshops and participating in professional societies.
• Contribute to the team effort by accomplishing related results and participating on projects as needed.

Benefits

• Comprehensive benefits package.
• 401k contribution.
• Participation in a short-term incentive plan.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree