Product Quality and Installation Manager to join our Customer Experience team!
The Product Quality and Installation Manager plays a critical role in ensuring our products perform beautifully in the real world. This role partners cross-functionally to evaluate, test, document, and continuously improve product quality, performance, and installation standards. By aligning product instructions, functionality, usability, and design performance, this role helps drive customer satisfaction, loyalty, and long-term product success
This role reports to the Senior Director of Customer Experience and is based out of our Fairfield, NJ headquarters, following a hybrid schedule with three to four days on-site each week.
What You'll Be Doing:
Product Quality, Insights, and Analysis
- Gather and analyze product feedback from frontline teams, CRM cases, customer inputs, and installer communities
- Identify where products, specifications, sales tools, or installation instructions fall short of expectations
- Audit customer-facing product touchpoints including showrooms, digital tools, and installation materials
- Create and deliver clear product quality insights and reports to key stakeholders and leadership
- Research industry standards and best practices related to product performance, specifications, and education
Product Documentation and Installation Guidance
- Write and maintain clear, accurate installation and care instructions for all new product launches
- Update documentation post-launch based on real-world customer and installer feedback
- Manage documentation workflows tied to product launches to ensure deadlines are met
- Maintain all product documentation across PJ systems including PLM, ERP, and Teams
- Ensure smooth handoff of updated documentation to internal teams
Product Testing and Performance
- Conduct and document product test installations, including wall preparation, tools, primers, adhesives, and techniques
- Capture detailed documentation through photos and video related to installation testing and packaging performance
- Establish and maintain product quality, performance, and tolerance benchmarks
- Evaluate early-stage designs against experience-focused criteria such as ease of installation, durability, and performance
- Serve as the primary point of contact for installer consultants and field expertise
Process and Continuous Improvement
- Continuously improve product quality and installation processes to reduce claims, complaints, and customer accommodations
- Partner with product development, design, supply chain, CX, and claims teams to resolve issues and improve outcomes
- Identify inconsistencies in specifications or sales tools and drive cross-functional correction
- Support claims and CX teams with data, documentation, and tools to improve resolution and customer experience
- Manage related projects using the PJ project management methodology to ensure on-time, on-budget delivery
What We're Looking For
- Strong understanding of textile properties, tolerance measures, supply chains, and end-user applications
- Experience translating customer and installer feedback into actionable product and process improvements
- Ability to collaborate effectively across product, design, sales, CX, marketing, and supply chain teams
- Background in textile science, textile engineering, textile design, or textile development preferred
- Experience with wallcoverings and/or wallcovering installation strongly preferred
- Excellent written and verbal communication skills with strong attention to detail
Physical Requirements
- Ability to lift, carry, and handle materials up to 50 lbs including rolls of wallpaper, ladders, and installation supplies
- Ability to stand, kneel, bend, and reach overhead during installation testing
- Strong hand-eye coordination and ability to work with fine details, patterns, and color alignment
- Comfortable working with tools, adhesives, and materials using appropriate safety equipment
Compensation & Benefits
Our total rewards philosophy is designed to recognize contribution, support long-term growth, and reward the impact our people make on the Phillip Jeffries experience.
- Base salary range: $95,000 - $115,000 annually, determined by experience, skills, and market alignment
- Annual bonus program, recognizing individual and company performance
- Annual cost-of-living increase, supporting long-term growth and stability
- Retirement savings plan, with the company automatically contributing approximately 10% of total annual compensation
Health & Well-Being
- Medical Coverage - low cost to the employee ($40 per month)
- Spouse/ Domestic Partner/ Civil Union Partner Coverage
- Family Coverage
- Health Reimbursement Account (HRA)
- Prescription Plan
- Dental and vision coverage
- Access to ComPsych for confidential mental health support, counseling, and life resources
- Flexible Spending Accounts for healthcare and dependent care (pre-tax savings)
Workplace Perks & Culture:
- 18 Paid days off per calendar year
- 10 Paid holidays
- Thoughtful onboarding plans that outline 30/60/90 goals and trainings.
- Earn Paid time off for community service - Up to 3 days per year
- Access to Working Advantage, providing exclusive discounts on travel, entertainment, shopping, and everyday purchases
- Budget towards learning and development support (courses, certifications, conferences)
- Employee Discount on PJ Wallcoverings
