VP of Quality and Customer Experience

TSI, Inc.•Shoreview, MN

6d•$200,000 - $240,000

About The Position

Reporting to TSI’s Group President as a member of the executive team, the Vice President of Quality and Customer Experience is a strategic leader responsible for shaping and executing the organization’s quality assurance and customer satisfaction strategies. This role ensures that all products, services, and interactions meet the highest standards of quality while delivering outstanding customer experiences across all touchpoints. The VP leads cross-functional teams, drives continuous improvement, and embeds a culture of excellence throughout the company. The Vice President of Quality and Customer Experience will collaborate with the Senior Management Team to develop quality, service, and customer service strategies in support of corporate growth initiatives, in addition to leading the professional development of all functional team members. The Vice President of Quality and Customer Experience must have the ability to successfully lead the quality, service, and customer service organizations to ensure a world-class customer experience globally.

Requirements

Bachelor’s degree in Business, Engineering, Quality Management, or related field.
10+ years of progressive experience in quality management and/or customer experience, with at least 5 years in a senior leadership role.
Legal authorization to work in the United States without the need for sponsorship. We require proof of eligibility to work in the United States.

Nice To Haves

Master's Degree or MBA.
Strong knowledge of QA methodologies, customer experience best practices, service, and regulatory compliance.
Proven experience leading enterprise-wide quality and customer experience transformation initiatives.
Excellent analytical, communication, and stakeholder management skills.
Certifications such as Six Sigma Black Belt, Lean, or CXPA (Customer Experience Professional) are a plus.

Responsibilities

Develop and lead the quality vision, strategy, and roadmap aligned with corporate goals.
Collaborate with executive leadership to promote a culture of quality and continuous improvement.
Implement and maintain effective QMS in compliance with applicable standards (e.g., ISO 9001, FDA, GMP, AS9100).
Ensure robust documentation, control, and reporting of quality activities.
Ensure company-wide compliance with all relevant regulatory and industry standards.
Lead preparation for internal, customer, and third-party audits and inspections.
Partner with customer service and operations to resolve quality issues.
Monitor customer feedback and quality KPIs to improve product/service quality through the implementation of metrics and dashboards to monitor product and service quality performance.
Develop and implement a comprehensive quality strategy aligned with business objectives.
Oversee the development and execution of quality policies, systems, and procedures, including quality assurance (QA) programs across operations, manufacturing, product development, and service delivery.
Lead root cause analysis and corrective action planning for quality issues.
Define and evolve the customer experience vision and strategy across all channels and touchpoints.
Champion the voice of the customer across the organization.
Lead, inspire, and grow high-performing customer-facing teams, including customer support, customer success, and experience design.
Collaborate cross-functionally with Product, Marketing, Sales, and Operations to improve end-to-end customer journeys, enhance customer experience strategies, and close experience gaps.
Establish robust mechanisms for collecting and analyzing customer feedback (e.g., NPS, CSAT, customer surveys).
Use data to identify pain points and drive continuous improvement.
Establish KPIs and analytics to track customer satisfaction, retention, and loyalty.
Oversee implementation of customer support tools, CRM systems, and self-service platforms.
Evaluate and leverage AI, automation, and analytics to enhance efficiency and satisfaction.
Provide leadership to the service business across the whole TSI global portfolio that includes service, repair, calibration, and field service, providing strategic direction and guidance, in alignment with TSI’s growth strategy.
Drive top-line growth and improve customer experience by deploying a consistent services framework and process.
Ensure a high level of customer satisfaction is met by way of customer requirements for technical service and support.
Evaluate service requirements of the installed base and maintain proper resource allocation to ensure satisfactory customer response.
Build, mentor, and lead high-performing quality, customer service, and service teams.
Collaborate with product, engineering, operations, and support teams to ensure customer-centric thinking and continuous improvement.
Champion a culture of quality, accountability, and customer advocacy at all levels of the organization.
Present insights and strategies to the executive team and board of directors.

Benefits

Health Insurance: Comprehensive medical, dental, and vision coverage.
Retirement Plan: 401(k) with company match.
Paid Time Off Program: Paid time off, paid holidays, and paid floating holidays.
Other Benefits: Life insurance, employee assistance program (EAP), and professional development opportunities.

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