Customer Quality Manager

Customer Quality Manager

Leadership Role Overview

• Develop, establish, and communicate the organization's customer quality vision, objectives, and performance metrics aligned with business goals.
• Lead the Customer Quality function and provide direction, coaching, and development to quality team members.
• Build a culture of accountability, customer focus, and continuous improvement throughout the organization.
• Serve as the primary escalation point for significant customer quality issues and drive timely resolution.

Key Responsibilities

• Customer Quality Leadership
• Develop, establish, and communicate the organization's customer quality vision, objectives, and performance metrics aligned with business goals.
• Lead the Customer Quality function and provide direction, coaching, and development to quality team members.
• Build a culture of accountability, customer focus, and continuous improvement throughout the organization.
• Serve as the primary escalation point for significant customer quality issues and drive timely resolution.
• Customer Relationship Management
• Act as the primary quality representative for customers regarding product performance, quality concerns, audits, and corrective actions.
• Develop and maintain strong relationships with customers to understand expectations and proactively address emerging concerns.
• Collaborate with commercial and program teams to enhance customer satisfaction, loyalty, and retention.
• Quality Systems and Compliance
• Ensure products, services, and processes comply with applicable standards and regulatory requirements, including AS9100, Nadcap, customer-specific requirements, and other relevant industry standards.
• Establish, maintain, and continuously improve policies, procedures, work instructions, and documentation supporting the Quality Management System.
• Lead customer audits, regulatory inspections, and certification activities while ensuring effective closure of findings.
• Cross-Functional Leadership
• Partner with Product Development, Engineering, Manufacturing, Sales, Program Management, Supply Chain, and subcontractors to develop and implement robust workflows and quality controls.
• Facilitate cross-functional problem-solving initiatives to address systemic quality issues and prevent recurrence.
• Lead quality planning activities during new product introduction and process changes.
• Supplier Quality Oversight
• Monitor supplier performance and compliance to ensure quality requirements are achieved throughout the supply chain.
• Collaborate with suppliers and procurement teams to implement corrective actions and supplier development initiatives.
• Drive continuous improvement efforts with external partners to reduce risk and improve performance.
• Customer Feedback and Continuous Improvement
• Implement and maintain systems to collect, analyze, and trend customer feedback, complaints, returns, and performance data.
• Identify recurring issues and lead root cause investigations using structured problem-solving methodologies.
• Champion corrective and preventive action processes and verify effectiveness of implemented solutions.
• Utilize customer quality metrics to prioritize improvement initiatives and measure results.
• Team Development and Organizational Capability
• Recruit, mentor, coach, and develop quality personnel to build a high-performing team.
• Conduct performance evaluations, establish development plans, and support succession planning initiatives.
• Train employees on customer requirements, complaint handling, quality standards, and quality management tools.
• Promote employee engagement and encourage participation in continuous improvement activities.
• Strategic and Operational Management
• Develop departmental objectives, budgets, staffing plans, and resource allocation strategies.
• Monitor key performance indicators and provide regular reporting to executive leadership.
• Present customer quality trends, risks, and improvement opportunities to senior management.
• Support organizational growth initiatives through strategic quality planning and risk management.

Qualifications & Skills

• Education
• Bachelor's degree in engineering, Technical, Science, Business, Operations Management, or a related discipline required.
• Master's degree in Engineering, Business Administration, Quality Management, or a related field preferred.
• Certifications
• One or more of the following certifications are preferred:
• ASQ Certified Quality Engineer (CQE)
• ASQ Certified Manager of Quality/Organizational Excellence (CMQ/OE)
• ASQ Certified Quality Auditor (CQA)
• ISO 9001 Lead Auditor
• AS9100 Lead Auditor
• Project Management Professional (PMP)
• IATF 16949 Auditor
• Nadcap Auditor credentials or equivalent industry certifications
• Experience
• Minimum of 7–10 years of progressive experience in quality management within aerospace, manufacturing, or other highly regulated industries.
• Minimum of 3–5 years of leadership experience managing teams, supervisors, or cross-functional initiatives.
• Demonstrated experience interfacing directly with customers regarding quality performance, audits, corrective actions, and issue resolution.
• Strong working knowledge of AS9100, Nadcap requirements, ISO 9001, PPAP, APQP, FMEA, SPC, CAPA, and root cause analysis methodologies.
• Experience leading organizational improvement initiatives and implementing sustainable process changes.
• Proven success managing multiple priorities in a fast-paced environment.
• Technical and Professional Skills
• Strong leadership, coaching, and team-building abilities.
• Excellent verbal, written, and presentation communication skills.
• Advanced analytical and problem-solving capabilities.
• Proficiency in quality tools and methodologies, including:
• 8D
• Root Cause Analysis
• Corrective and Preventive Action (CAPA)
• Lean Manufacturing
• Six Sigma methodologies
• Statistical Process Control (SPC)
• Failure Mode and Effects Analysis (FMEA)
• Risk-based thinking and mitigation
• Leadership Competencies
• Strategic thinking and business acumen.
• Customer advocacy and relationship management.
• Decision-making under pressure.
• Talent development and mentoring.
• Conflict resolution and negotiation.
• Accountability and ownership.
• Collaboration and cross-functional influence.
• Adaptability and resilience.
• Continuous improvement mindset.
• Ethical leadership and integrity.
• Desired Traits
• Passion for delivering exceptional customer experiences.
• Ability to translate customer feedback into actionable quality improvements.
• Strong interpersonal skills and emotional intelligence.
• Commitment to operational excellence and continuous learning.
• Initiative to identify opportunities before they become problems.
• Results-oriented approach with a focus on sustainable improvement.
• Ability to inspire confidence and motivate teams toward shared goals.

We are looking for people who are highly motivated with the ability to work in a fast paced environment. Must be a professional with strong work ethic and comfortable working as part of a team that includes all levels of the organization.