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CX Quality Program Manager
Job in
Fort Mill, York County, South Carolina, 29715, USA
Listed on 2026-03-04
Listing for:
HiFyve
Full Time
position Listed on 2026-03-04
Job specializations:
-
Engineering
Quality Engineering -
Quality Assurance - QA/QC
Quality Engineering
Job Description & How to Apply Below
Salary: $110k to $125K Annually + Bonus Opportunities
Schedule: M-F onsite + 50% travel to customer sites
Location: Fort Mill, SC (Relocation Assistance Available)
Job Duties and Responsibilities:
- Lead the Customer Experience and Quality function, ensuring alignment with organizational vision, strategy, and performance objectives.
- Develop and execute a scalable Customer Experience & Quality (CE&Q) framework, including near-term and long-range goals, KPIs, and maturity roadmaps.
- Own customer risk metrics and lead response efforts for field quality issues and escalations.
- Standardize and deploy RMA, root cause, and corrective action processes across sites, ensuring lessons learned are shared and replicated.
- Partner with internal stakeholders to improve response time, closure rates, and aging of customer quality actions.
- Analyze customer satisfaction, quality, and service data to identify trends and implement improvement opportunities.
- Collaborate with Sales and Engineering to capture voice of the customer insights and translate them into measurable improvements in customer experience.
- Partner with Safety, Engineering, Manufacturing, and Commercial teams to ensure product quality, compliance, and safe design.
- Manage budget targets and reporting related to external failure cost of quality.
- Participate in continuous improvement forums, benchmarking events, and quality summits.
- Perform additional duties as assigned in support of continuous improvement and quality objectives.
- Travel up to approximately 50% based on customer and business needs.
- Ability to travel to Washington State extensively during the first 90 days of employment for onboarding
- Minimum of 7 years' experience working in a Quality or Customer-Facing organization.
- Minimum of 5 years' experience in a Quality Management or Project Management role; managing large-scale, x-functional projects.
- Bachelor's degree in Engineering or equivalent work experience.
- Experience with field failures/complaints required.
- Must be a Certified Quality Engineer (CQE).
- Familiarity with utility customers and third-party audits, including:
- Factory audits
- IPM audits
- Physical inspections
- Lean Six Sigma Green Belt or Black Belt preferred; alternatively, certification as a Lean Master or Lean Expert is also acceptable.
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