VP - Sustaining Process Quality
$225,000–$300,000 year
On-siteNeedham, Massachusetts, United States
Job Summary
Champion 5-star performance as the non-negotiable standard for all in-market SKUs by proactively challenging ratings below this threshold and partnering with Product Development and Engineering to close gaps. Lead the ramp-down and end-of-life process for underperforming products, driving the removal of SKUs rated below 4.5 stars with no viable recovery path. Translate in-market ratings, consumer reviews, and CX data into structured feedback for Engineering, Marketing, and Product Development to ensure consumer signal flows directly into roadmaps and design reviews. Provide cross-functional leadership for geo-expansion and SKU extension decisions, validating operational readiness with Supply Chain and Retail while engaging suppliers early to confirm quality alignment. Own chargeback management end-to-end, establishing reporting cadences to minimize financial exposure and drive systemic fixes. Lead daily Quality KPI reviews to maintain a real-time view of portfolio performance and define the metrics framework for consistent visibility. Oversee warranty and returns performance across the portfolio, identifying patterns and driving systemic resolution through Engineering and Operations to reduce claim targets.
Required Qualifications
- 10+ years of professional experience in product quality, consumer insights, product management, or operational excellence
- ideally in a global consumer electronics or home appliance business
- Proven ability to hold a senior cross-functional standard
- comfortable challenging Product Development, Engineering, and Supply Chain leadership when the consumer case demands it
- Strong analytical mindset
- own KPIs
- understand data
- translate complexity into clear, prioritized actions
- Deep understanding of the consumer journey
- from first purchase and first use through to returns, reviews, and warranty
- Decisive and action-oriented
- make calls with imperfect information
- move with urgency
- course-correct without hesitation
- Strong leadership and organizational skills
- ability to drive cross-functional collaboration
- Deep understanding of global manufacturing operations
- quality management systems
- Strong financial acumen
- ability to manage budgets, P&L, and cost control initiatives
- Excellent problem-solving, analytical, and strategic thinking skills
- High level of communication skills
- ability to interact effectively with executive leadership, employees, and external partners
- Results-driven with a focus on achieving excellence in manufacturing and product quality
- Innovative thinker with a passion for problem solving
- Strong decision-making ability
- especially in high-pressure situations
- Highly adaptable
- ability to navigate dynamic market conditions and evolving business needs
- Excellent communicator
- ability to convey complex issues and solutions to a broad range of stakeholders
Desired Qualifications
- Experience in consumer products or consumer electronics where quality metrics and in-market ratings are core business drivers
- Background working across Supply Chain, Quality, and Engineering in a product-led organization
- Familiarity with return rate analytics
- warranty cost modelling
- the commercial impact of quality failures
- Experience managing or contributing to geo-expansion programs at a multinational consumer brand
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