Description:

About the Role:

We are seeking an accomplished Sr. Manager / AGM - Customer Centric Quality to lead customer-focused quality initiatives across plants, service, and product teams.

The role is responsible for establishing robust Voice-of-Customer systems, driving field quality improvements, reducing warranty costs, and embedding a zero-recall culture within the organization.

This position demands strong analytical skills, cross-functional leadership, and hands-on expertise in quality systems, predictive analytics, and customer satisfaction programs.

Key Responsibilities:

1. Voice-of-Customer (VOC) Management

- Build and deploy a comprehensive Voice-of-Customer (VOC) system to capture customer insights across touchpoints.

- Implement real-time VOC dashboards using Medallia and field return data.

- Analyze recurring complaints and drive improvements to enhance MTBF (Mean Time Between Failures) and MTTF (Mean Time To Failure).

Field Quality Command Center

- Develop and lead a Field Quality Command Center to ensure plant-level visibility of customer concerns.

- Track the effectiveness of issue closure and corrective actions.

- Lead 8D root cause analysis for critical field issues and oversee FRACAS (Failure Reporting, Analysis & Corrective Action System) monitoring.

Warranty Optimization & Predictive Analytics

- Reduce warranty costs by driving defect reduction strategies and improving failure closure effectiveness.

- Perform predictive analytics using Python, Tableau, and reliability analysis methods (e.g., Weibull).

- Collaborate with plant teams and FG suppliers to improve field performance metrics.

Review & Governance Mechanisms

- Chair structured review meetings with plants, R&D, service teams, and other cross-functional groups.

- Ensure alignment of CTQ (Critical to Quality) KPIs from VOC to design-level FMEAs.

- Present quality insights, trends, and improvement plans to senior management using analytics-driven dashboards.

Zero-Recall & Built-In Quality Culture

- Promote and monitor a No Fault Forward culture across operations.

- Review and improve poka-yoke systems and in-line quality mechanisms.

- Drive the organization toward Zero Safety Recalls and Zero DOA (Dead on Arrival) targets.

Team Leadership & Quality Metrics

- Coordinate quality improvement initiatives across multiple manufacturing plants.

- Drive key quality KPIs including:

a. Cost of Poor Quality

b. Part Returns

c. Defect on Arrival

d. Social Media Ratings

e. Customer Satisfaction & Delight Metrics

- Build and mentor the quality team to strengthen customer experience outcomes.

Required Skills & Experience:

- Strong background in customer quality, field quality, or product quality functions.

- Hands-on experience with 8D, RCA, FRACAS, FMEA, and quality management systems.

- Proficiency in Python, Tableau, and predictive analytics tools.

- Experience with VOC systems (Medallia preferred).

- Strong analytical thinking, stakeholder management, and cross-functional leadership skills