Renovo Search
Customer Quality Program Manager
Renovo Search, Charlotte, North Carolina, United States, 28245
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.
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.