We are looking for a dynamic and customer-focused
Head of Quality Customer Satisfaction to lead and continuously improve the quality experience delivered to our US customers.
In this strategic role, you will be the primary interface between our organization and key customers of our North American operations regarding quality performance and related customer satisfaction. You will drive customer confidence and challenge effective resolution of quality concerns across the sites.
The successful candidate will work closely with Operations, Engineering, Program Management, Supply Chain, and Customer Support teams to enhance customer satisfaction and strengthen long-term customer relationships.
Key Responsibilities- Act as the primary Quality Senior focal point for assigned North American customers.
- Manage Customer Quality teams (set objective, review performance, coach and develop talent), and related budget
- Build and maintain strong relationships with customer quality representatives and key stakeholders.
- Lead the management of customer complaints, quality concerns, and escalation processes.
- Coordinate root cause investigations and ensure robust corrective and preventive actions are effectively implemented.
- Monitor customer quality performance through scorecards, KPIs, and customer feedback.
- Drive continuous improvement initiatives aimed at increasing customer satisfaction and reducing quality escapes.
- Lead cross-functional teams to address quality issues and improve process performance.
- Prepare and support customer audits, reviews, and business meetings.
- Provide clear visibility to senior management regarding customer satisfaction trends, risks, and improvement actions.
- Promote a customer-centric culture throughout the organization.
Education and Experience:- Master's degree in Engineering, Quality Management, or a related discipline.
- Strong experience in Quality Management within an industrial, manufacturing, aerospace, automotive, or similarly regulated environment.
- Proven track record in customer-facing quality roles.
- Experience interacting with North American or US customers is highly desirable.
- Solid knowledge of quality methodologies and problem-solving tools (8D, RCA, FMEA, APQP, Six Sigma, Lean, CAPA, etc.).
- Strong leadership, communication, and stakeholder management skills.
- Ability to influence and drive actions across multifunctional teams.
- Fluent in English, both written and spoken.
- Availability to travel internationally as required.
What We Offer- A highly visible role with direct impact on customer satisfaction and business performance.
- Opportunities to work with strategic international customers.
- A collaborative and performance-driven environment.
- Professional development and growth opportunities within the organization.
WHY CHOOSE SONACA NORTH AMERICA?We take care of our people.
- 401(k) retirement savings plan with a percentage company-match contribution
- Competitive wages
- Paid holidays
- Paid time off
- Medical, dental, vision, life, and accidental insurance
- Short-term disability
- Long-term disability
- Employee assistance plan - for access to counseling, consulting, and other community resources
- Wellness program
- Tuition assistance
- Subject to eligibility, terms, and conditions
This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties may differ from those outlined in the job description and other duties, as assigned, may be required. This document does not create an employment contract. Employees of the Company are employed on an "at will" basis and may be terminated at any time.
