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Corporate Customer Quality Program Manager
Bellingham, Washington  |  Hybrid
Direct Hire Position
It appears that you have already applied to this job.
Applied on March 26, 2023
Job Id #61803 Posted February 9, 2023

Job Description:
The Corporate Customer Quality Program Manager reports to the Corporate Director of Continuous Improvement & Quality and is responsible for establishing and maintaining the Customer Quality corporate program, to drive outgoing product safety, quality and RCA, customer satisfaction and reduced RMA's. Works with Sales, Engineering, Product and Operations teams to drive improvement in process and product reliability. Standardizes and drives Customer Quality practices and metrics across sites. Works with Sales to reduce response time on RMA's. Defines and implements competitive benchmarking and customer delight programs. Drives COPQ reduction in RMA process and related non-conformances.

Essential Duties and Responsibilities
• Build Customer Experience and Quality (SCE&Q) program structure, short-term, mid-term and long-term goals and metrics for strategic success
• Establish and deploy SCE&Q maturity growth Road Map
• Benchmark Best-In-Class metrics and performance on Customer Quality within our industry and outside our industry
• Drive and deploy the SCE&Q program through x-functional and x-site collaboration effort
• Respond to field quality failures
• Work with site Customer Quality Engineers to implement standard RMA, RCCA process at the sites, communicate and replicate Best Customer Quality Practices and lessons learned across all facilities
• Build SCE&Q team capabilities by training and developing all team members
• Deploy and lead the PK, A3 and Apollo processes for conducting, implementing, reporting and following up on Problem-Solving, Escalation, Root Cause Analysis and Corrective Action of customer quality issues
• Liaison with key departments, to improve RMA response time and aging time
• Conduct benchmarking and analysis on customer satisfaction, quality and service metrics; identify and implement process improvement opportunities
• Work with the Sales and Product Engineering teams and play a proactive role in collecting the voice of the customer (VOC), defining, implementing and driving customer satisfaction and delight methodologies that will result in the client's customers achieving a level of customer experience that will set us apart from all competitors
• Work with Safety, Product Engineering, Production and Sales teams to ensure the highest level of safety in our products
• Work with Sales Team to build close strategic relationships with key customers and identify new and innovative ways to improve customer experience and win market share
• Work with Product Design and Manufacturing Engineers to drive innovation, improve existing designs and reduce defects
• Work with IT to develop information systems and automated, intelligent dashboards for the SCE&Q Program, for internal (company) and external (customer) use and interaction
• Establish operating mechanisms for reviewing, reporting and communicating SCE&Q program performance and maturity progress at multiple levels in the organization
• Manage budget targets and financial reporting on External Failure COQ
• Participates in Continuous Improvement and Quality Summits, Share and Learn, and Benchmarking events
• Other functions as deemed relevant and/or assigned to this role by the Corporate Director of Continuous Improvement and Quality

Core Competencies:
• Customer-centric visionary
• Servant Leadership mindset
• Demonstrated, effective change agent
• Strong Project Management skills
• Innovation driver
• System-Thinker
• Lean-Thinker
• Strong Analytical and Problem-Solving skills
• PDCA, A3, Six Sigma DMAIC methodologies
• Kano Analysis
• Ethnography practices in customer applications
• Strong proficiency in Quality Engineering and Customer Service
• Proficient with a variety of computer software applications including Salesforce (or MS equivalent), Business Central, Microsoft Office products and PowerBI

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact

All applicants applying must be legally authorized to work in the country of employment.


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Horizontal is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.


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