Senior Manager - Customer Success & Quality - Product Firm

We are hiring for the position of Senior Manager - Customer Success & Quality for a leading product based French MNC

Experience: 6-13 years

Location: Gagillapur, Hyderabad

I. Purpose of Position

- To oversee End to End quality assurance for specific product lines

- To liaise with all the departments in the Plant to drive Customer centric culture leading to good CNPS scores and process robustness for sustainable results

II. Key Responsibilities:

- Drive Quality Excellence in the supply Chain (from Suppliers to Customers)

- Interact regularly with customers, marketing and service team to better understand their expectations and concerns

- Conduct surveys and visits as well connect with call center to identify Voice of Customers and drive customer satisfaction.

- Represent the voice of customer and drive the customer centricity within the entity

- Provide support and involvement in new product development improvements through early involvement in product development process as per APQP for First time Right development (PMP)

- Ensure quality of the product during manufacturing by driving process robustness & component robustness

- Responsible for containment and corrective actions for all field and inhouse failures (FFR/MDR/NQC/surveillance). Conduct workshops and drive continuous improvements.

- Drive prevention activities in plant to drive robust and sustainable processes

- Drive the relevant quality programs and methodologies (8D, Lean 6 sigma, SPS, etc.) to ensure continuous improvement

- Drive supplier development programs to enhance supplier competency and performance

- Manage the Quality Management System of the entity

- Responsible for Directive 32 implementation and follow up (Line audits)

- SPOC for certification audits like CCC, UL, Global, Etc.

- Managing & monitoring the performance of each team members to ensure efficiency in process operations and meeting of individual & group targets.

- Creating and sustaining an environment that fosters development opportunities and motivates high performance.

III. Relationship

- Customer

- Sales, Service and Marketing

- Supplier

- Production

- Industrial

- Technical / design

- Supplier Quality

- Customer Quality

- Planning

- Global team