Customer Quality Program Manager
: Job Details :

Summary of Position

The Corporate Customer Quality Program Manager will oversee the development and

execution of a global customer quality program, with a focus on product safety, reliability,

root cause analysis, and enhanced customer satisfaction. This role is responsible for driving

improvements that reduce warranty claims and returns while ensuring strong collaboration

between Sales, Engineering, Product Development, and Operations. The position

standardizes best practices across multiple sites, manages customer audits and inspections,

and develops programs for benchmarking and customer experience excellence.

Key Responsibilities

• Design, launch, and maintain a comprehensive customer quality framework, including

short-, mid-, and long-term goals aligned with business objectives.

• Build and deploy a customer experience and quality maturity roadmap across all

facilities.

• Benchmark against leading practices both within and outside the industry.

• Lead cross-functional and cross-site collaboration to implement quality initiatives.

• Oversee and refine inspection and monitoring processes, including in-process checks,

pre-shipment inspections, and container loading verification.

• Establish consistent RMA and root cause analysis procedures, ensuring lessons

learned are shared across all sites.

• Respond to field quality issues and lead structured problem-solving and corrective

action processes.

• Provide training and mentorship to quality teams, strengthening organizational

capabilities.

• Partner with Sales and Product Engineering to capture customer feedback, accelerate

response times, and implement initiatives that drive customer loyalty.

• Conduct regular analysis of customer satisfaction metrics, identifying opportunities

for improvement.

• Collaborate with Product Design, Manufacturing, and IT to reduce defects, introduce

innovative solutions, and develop automated dashboards for internal and customer-

facing reporting.

• Manage external failure costs, budget targets, and reporting on quality performance.

• Participate in industry benchmarking, knowledge-sharing forums, and continuous

improvement summits.

• Build strategic relationships with customers, including on-site visits and shadowing to

better understand customer perspectives.

• Travel up to 50% to meet business and customer needs.

Qualifications & Skills

Core Skills

• Strong analytical and problem-solving capabilities.

• Excellent facilitation, presentation, and communication skills.• Proficiency in Minitab, Microsoft Office Suite, Power BI, and ERP systems.

• Highly organized with strong planning abilities.

• Adaptability under changing priorities and time-sensitive deadlines.

• Ability to work collaboratively in cross-functional teams and resolve conflicts

effectively.

• Skilled in negotiation, influence, and conflict resolution.

Traits

• Customer-focused mindset with a vision for continuous improvement.

• Passion for sustainability and advancing clean energy initiatives.

• Proven leadership skills with experience managing and developing diverse teams.

• Strong listener, effective communicator, and servant-leader approach.

• Ability to balance strategic vision with tactical execution.

• Experienced in leading change initiatives and influencing stakeholders.

Education & Experience

• Bachelor's degree in Engineering or equivalent experience required.

• At least 7 years in a quality or customer-facing function, with direct customer

relationship management preferred.

• Minimum 5 years in quality management or quality engineering roles.

• Minimum 3 years of project management experience leading large-scale, cross-

functional initiatives.

• Demonstrated success in managing customer-facing relationships and delivering

measurable results.

• Experience in solar/PV manufacturing preferred but not required.

• ASQ CQE certification desirable.

Benefits

• Lean Six Sigma Green or Black Belt preferred.

• Health & Wellness: Comprehensive medical, dental, and vision insurance plans.

• Financial Security: 401(k) with employer match and company-paid life insurance.

• Paid Time Off: Generous vacation, sick leave, and paid holidays.

• Work-Life Balance: Flexible scheduling and hybrid/remote work options where

applicable.

• Professional Growth: Tuition assistance, certification reimbursement, and ongoing

training/development programs.

• Employee Support: Employee Assistance Program (EAP) offering confidential

counseling and support services.

• Incentives & Rewards: Annual performance bonus eligibility and recognition

programs.

• Sustainability Commitment: Be part of a company dedicated to clean energy and

reducing carbon emissions.