The Senior Director of Quality & Customer Value leads the enterprise-wide quality strategy across eight U.S. manufacturing plants, ensuring a commitment to excellence in every process, product, and customer interaction.
Requirements
- Develop and implement standardized enterprise QMS aligned to external and company standards
- Integrate quality processes into the OHD Lean Operating System to strengthen standard work and continuous improvement
- Lead readiness and compliance with external audits and certifications
- Build a closed-loop system linking customer feedback, warranty data, and field performance directly to manufacturing improvement plans
- Partner with Sales and Customer Care to analyze customer complaints, identify recurring issues, and lead structured problem-solving
- Champion customer satisfaction metrics (e.g., NPS, warranty cost, delivery quality) as enterprise performance indicators
- Oversee supplier quality assurance, including qualification audits, incoming material inspection standards, and supplier corrective actions
- Collaborate with Supply Chain to integrate quality performance into supplier scorecards
- Drive reduction in supplier-related defects and improve first-time-right incoming materials
- Define and deploy standardized quality scorecards across all plants
- Monitor and report enterprise metrics, including: First Pass Yield (FPY), Cost of Poor Quality (COPQ), Defects per Million Opportunities (DPMO), On-Time Corrective Action Closure, Warranty Cost as % of Sales
- Present performance trends, risks, and countermeasures to the executive leadership team
- Lead, coach, and mentor a high-performing network of Plant Quality Managers
- Foster a culture of accountability, continuous improvement, and collaboration across plants
- Build bench strength by developing successors with strong technical and leadership capabilities
