Job Description

The Global Customer Quality Manager is responsible for protecting the customer experience across global operations by leading structured problem-solving, ensuring rapid containment, and driving systemic corrective actions. This role owns the end-to-end management of customer quality issues, ensuring effective resolution, robust read-across deployment, and prevention of recurrence across all regions and product lines

RESPONSIBILITIES

Customer Issue Management

• Serve as the primary global interface for customer quality issues and escalations

• Ensure rapid containment, clear communication, and timely resolution of all customer complaints

• Lead customer reviews, reporting, and executive-level updates on issue status

Problem Solving & 8D Leadership

• Own and enforce disciplined problem-solving using 8D, 5-Why, and root cause methodologies

• Ensure quality of root cause, corrective actions, and verification of effectiveness

• Drive standardization of problem-solving across all plants and regions

Global Read-Across Deployment

• Lead structured read-across process to prevent recurrence across similar products, processes, and locations

• Ensure actions are deployed, validated, and sustained globally

• Identify systemic risks and proactively eliminate them

Cross-Functional Coordination

• Collaborate with Manufacturing, Supplier Quality, Engineering, and Field Service teams

• Ensure alignment between customer issues and internal corrective actions

• Drive accountability across regions and functions

Performance Monitoring & Reporting

• Track and report key metrics such as Customer Complaints, FPY/FFPY, COPQ, and response timing

• Identify trends and drive proactive improvements

• Support digital dashboards and real-time visibility (QMS / BI tools)

Customer Relationship Management

• Build strong relationships with key customers

• Represent the organization in audits, reviews, and escalation meetings

• Drive customer confidence through transparency and execution

QUALIFICATIONS

• 7+ years in Quality, Manufacturing, or Customer Quality roles

• Experience managing global customer accounts and escalations

• Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)

• Experience in automotive, industrial, or data center manufacturing environments

• Proven ability to lead cross-functional teams in high-pressure situations

• Strong communication skills with ability to interface at executive levels

EDUCATION AND CERTIFICATIONS

• 7+ years in Quality, Manufacturing, or Customer Quality roles

• Experience managing global customer accounts and escalations

• Strong expertise in problem-solving methodologies (8D, Root Cause, PFMEA)

• Experience in automotive, industrial, or data center manufacturing environments

• Proven ability to lead cross-functional teams in high-pressure situations

• Strong communication skills with ability to interface at executive levels

PHYSICAL REQUIREMENTS

• No Special Physical Requirements