We are seeking a highly skilled Corporate Customer Quality Program Manager to lead customer-facing quality initiatives, ensuring an exceptional end-to-end customer experience. This role is pivotal in strengthening relationships with distributors, utility customers, and end-users while managing quality processes across the full product lifecycle. The ideal candidate will bring strong leadership, customer engagement expertise, and the ability to drive both strategic and tactical outcomes in a dynamic, travel-intensive environment.
Position Responsibilities
Customer Experience Management
- Act as the primary customer-facing representative for quality, ensuring satisfaction from delivery through product end-of-life.
- Proactively engage customers to assess product performance, even in the absence of complaints.
- Capture and communicate customer feedback and insights back to internal teams.
Audit & Compliance Oversight
- Work directly with utility customers and third-party auditors for factory audits, IPM audits, and physical inspections.
- Ensure compliance with quality standards and address issues promptly.
- Oversee and support customer touchpoints to maintain product and service excellence.
Strategic & Cross-Functional Leadership
- Lead large-scale, cross-functional projects related to customer quality.
- Collaborate with local Customer Quality Engineers (CQEs) who handle tactical responsibilities.
- Serve as a key strategic leader while supporting tactical execution when required.
Travel & Relocation Management
- Travel extensively (50% or more), including customer visits, distributor engagements, and site inspections.
- Temporary assignment in Washington state for approximately 3 months, followed by permanent relocation to South Carolina.
Prerequisites
- Minimum 7 years of experience in a Quality or Customer-Facing organization.
- Minimum 5 years in Quality Management or Project Management overseeing cross-functional initiatives.
- Proven experience with field failures and complaint management.
- Strong interpersonal, communication, and customer engagement skills.
- Ability to balance strategic leadership with tactical execution.
Certifications (Preferred, but not Required)
- Certified Quality Engineer (CQE) – Required
- Certified Internal Auditor – Required
- Lean Six Sigma Green Belt or Black Belt (Lean Master/Expert also acceptable) – Preferred
What the Role Offers
- Competitive salary range of $110,000 – $125,000 plus 15% annual bonus eligibility
- Extensive opportunities to engage with high-level customers across the U.S.
- Relocation support with flexibility between Washington and South Carolina
- Strategic leadership role with high visibility and impact across the organization
- Collaborative environment working with dedicated CQEs and cross-functional teams
Why Burlington?
Burlington serves as a central hub for collaboration, travel, and customer engagement. Its accessibility to major transportation networks supports the role’s extensive travel requirements while offering a strong community and quality of life. With a balance of professional opportunities and personal livability, Burlington provides an ideal base for a position that demands both strategic leadership and significant travel commitments.