All Jobs > Vice President, Customer Quality
The Vice President, Customer Quality for the Electrical Equipment Center of Excellence (EECOE) is a pivotal leadership role dedicated to ensuring our products and services consistently exceed customer expectations. The VP, Customer Quality will be the primary advocate for customer quality, leading swift resolution of issues, and cultivating customer satisfaction to protect and enhance our brand value. As a member of the executive leadership team, this role strategically influences product and service development, collaborates cross-functionally to embed quality throughout the customer journey, and is a fundamental position in building a high-performing organization. The VP, Customer Quality serves as a key brand ambassador, representing the company externally with customers and partners, building strong relationships, and communicating our commitment to excellence and integrity.
Requirements
· Deploy Safety Standards: Implement and maintain comprehensive safety policies, procedures, and training programs across all relevant operations, ensuring compliance with regulatory requirements and best practices
· Drive Safety Performance: Lead initiatives to continuously improve safety performance, proactively identifying risks, investigating incidents, and implementing corrective actions to foster a secure working environment
· Deploy QA/QC Standards: Establish, implement, and uphold robust Quality Assurance (QA) and Quality Control (QC) standards and processes throughout the product lifecycle, from design to delivery
· Drive QA/QC Performance: Monitor and analyze quality metrics, driving data-driven improvements to product and service quality, and ensuring consistent adherence to established standards
· Drive Continuous Improvement: Champion a culture of continuous improvement, utilizing methodologies like Lean and Six Sigma to identify areas for optimization in processes, products, and services, ultimately enhancing customer satisfaction
· Oversee Customer Order Management: Lead and optimize the entire customer order to delivery process, particularly for complex scenarios involving multiple product lines, multiple locations, and the outsourcing of products or services when necessary. Ensure seamless execution and communication to deliver an exceptional customer experience
· Deliver Cross Functional Performance: Oversee the performance and seamless collaboration of key customer deliverables. Partner with Sales and Operations to successfully convert opportunities to executable orders.
· Customer Focus and Sponsorship: Champion a pervasive customer-first mindset across the organization. Represent the voice of the customer internally, advocating for continuous improvements that directly enhance customer experience. Cultivate relationships with identified customers by conducting monthly meetings, quarterly in-person visits, and annual voice of the customer initiatives.
Required Knowledge/Experience:
· Bachelor's degree in Engineering, Quality Management, Business Administration, or a related technical field; Master's degree preferred
· Minimum of 10 years of progressive leadership experience in quality and safety roles, with a significant portion in a senior management position, preferably within a manufacturing environment
· Demonstrated expertise in deploying and driving performance in both safety and quality management systems (e.g., ISO 9001, OSHA standards).
· Proven track record of successfully implementing continuous improvement initiatives (e.g., Lean, Six Sigma certification strongly preferred).
· Strong understanding of complex customer order management, including experience with multi-faceted projects and outsourced solutions.
· Extremely proficient in Microsoft Office Suite (Word, Outlook, Excel)
· Ability to prioritize workload, multitask, and work under pressure in a demanding environment.
· Ability to connect and integrate strategic priorities to ensure flawless, aligned, and scalable systems and processes.
· Excellent interpersonal and conflict resolution skills
· Strong analytical and critical thinking skills
· Comfort working in a lean, dynamic, fast-paced, growing environment
· Exceptional sense of judgment and ability to make quality and independent decisions under ambiguous situations
· Strong influencing and partnering skills across all levels of the organization.
Supervisory Requirements:
· Directly manage a team of 5-8 professionals
· Provides clear direction, priorities, and performance expectations to ensure alignment with company objectives
· Coaches and develops staff through regular feedback, goal setting, and professional development plans
· Conducts performance evaluations and supports career growth opportunities within the team
· Fosters a collaborative, accountable, and high-performing team culture
· Delegates responsibilities appropriately and ensures team members are equipped to succeed
Work Environment and Physical Demands:
· FLSA executive and professional positions paid on a salary basis, where project requirements and tight client deadlines may require workweeks over forty (40) hours (including weekends or holidays)
· This role will work in an office setting, however, frequent visits to the production floor are required to oversee operations, ensure compliance and safety standards, and engage staff.
· Mobility: Ability to move around the manufacturing plant, including walking, standing, and climbing stairs.
· Manual Dexterity: Occasional use of hands to handle or feel objects, tools, or controls.
· Lifting: Ability to lift and carry items up to twenty-five (25) pounds. All lifting should be done following OSHA standards.
· Visual and Auditory Requirements: Must be able to see and hear well enough to navigate the plant safely and communicate effectively with team members.
Additional Information:
· This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, and skills required. Duties may be adjusted to accommodate qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA).
· This job description does not constitute a contract of employment and does not change the at-will nature of the employment relationship.
· We are an Equal Opportunity Employer and do not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected characteristic.
· Employment is contingent upon the successful completion of all pre-employment requirements, including a background check and pre-employment drug screening, in accordance with applicable law.
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