Customer Quality Manager
On-sitePlano, Texas, United States
Job Summary
Lead customer-facing quality initiatives globally as the primary liaison for strategic accounts, focusing on Fiber Infrastructure products. Drive customer satisfaction through proactive quality management, rapid issue resolution, and continuous improvement by overseeing escalations, supplier issues, and quality performance metrics. Coordinate corrective and preventive actions, manage global Customer Quality Engineers, and conduct root cause analyses for warranty and complaint investigations. Establish quality dashboards to track KPIs including PPM and complaint trends while ensuring compliance with standards like ISO 9001 and TL9000. Partner with Engineering, Manufacturing, and Supply Chain teams to resolve delivery issues, launch HyperCare programs, and prepare performance reports for leadership. Manage customer audits, support new product introductions, and develop global teams through targeted training and knowledge sharing.
Required Qualifications
- Bachelor's degree in engineering, Quality, Manufacturing, or a related field
- 5–10+ years of experience in Quality Management, Customer Quality, Manufacturing Quality, or Supplier Quality
- Experience managing customer complaints, corrective actions, and customer audits
- Strong knowledge of quality management systems and continuous improvement methodologies
- Proficient in Root Cause Analysis, 8D, FMEA, SPC, Control Plans, and CAPA processes
- Knowledge of Quality Management System (QMS) requirements, including ISO 9001, with experience implementing and maintaining quality processes and procedures
- Excellent communication, presentation, and stakeholder management skills
- Ability to lead cross-functional teams and influence organizational change
- Strong analytical and problem-solving abilities
Desired Qualifications
- 10+ years of experience in Quality Management and Customer Quality
- ASQ Certified Quality Manager (CMQ/OE), Certified Quality Engineer (CQE), or equivalent certification
- Experience with TL 9000, IATF 16949, DCE 9000, or other industry-specific quality standards
- Lean Six Sigma Green Belt or Black Belt certification
- Experience with database centers, telecommunication, electronics, or manufacturing industries
- Knowledge of customer-specific requirements and regulatory standards
- Knowledge of upcoming DCE 9000 Data Center standards
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