Head of Quality Customer Satisfaction – Customers of our North American Operations
Core
Lead quality performance and customer satisfaction for North American operations, acting as the primary interface between the organization and key US customers.
Role type
Senior leadership quality manager (customer-facing)
Builds
Customer confidence and long-term relationships through effective resolution of quality concerns
Domain
Industrial manufacturing / aerospace / automotive / regulated environments
Deliverable
client delivery
Required skills
Quality management, root cause analysis (8D, RCA, FMEA, APQP, Six Sigma, Lean, CAPA), team management, budget management, cross-functional leadership, audit preparation, data analysis (scorecards, KPIs)
Preferred skills
Experience with North American or US customers, international travel
Technologies
Quality methodologies and problem-solving tools
Responsibilities
Manage Customer Quality teams and related budget; Lead management of customer complaints, quality concerns, and escalation processes; Coordinate root cause investigations and ensure corrective and preventive actions are implemented; Monitor customer quality performance through scorecards, KPIs, and feedback; Lead cross-functional teams to address quality issues and improve process performance; Prepare and support customer audits, reviews, and business meetings; Provide visibility to senior management regarding customer satisfaction trends, risks, and improvement actions.
Seniority
Senior, hands-on leadership