Your Job
The Customer Quality Manager is responsible for leading and managing customer-facing quality activities. This role ensures that products and services meet or exceed customer expectations, resolves escalated quality issues, drives continuous improvement initiatives, and strengthens global customer relationships. The position acts as the primary liaison between customers and internal teams regarding quality performance, requirements, and compliance.
What You Will Do
- Customer Quality Leadership
- Serve as the primary global point of contact for all customer quality-related matters.
- Build and maintain strong relationships with key customers, understanding their quality requirements and expectations.
- Lead customer audits, assessments, and quality reviews.
- Develop global customer quality strategies and action plans.
- Quality Issue Management
- Lead resolution of customer complaints, field returns, and escalations across regions.
- Coordinate cross-functional teams (Engineering, Manufacturing, Supply Chain) to investigate root causes and implement corrective actions (8D, 5 Why, RCCA).
- Track and report customer quality metrics .
- Ensure timely communication and transparency with customers during issue resolution.
- Continuous Improvement
- Identify trends in customer complaints and drive global quality improvement initiatives.
- Lead improvement projects targeting defect reduction, process stability, and customer satisfaction.
- Partner with manufacturing sites to ensure consistent quality practices and preventive measures.
- Cross-Functional Collaboration
- Work closely with Engineering on new product introductions (NPI) to ensure customer quality expectations are integrated early.
- Support Supply Chain with supplier quality escalations impacting customers.
- Collaborate with Operations to drive process improvements that reduce customer issues.
- Reporting & Analytics
- Provide regular customer quality performance reports to executive management.
- Maintain dashboards for KPIs including:
- Customer PPM/DPPM
- On-Time 8D closures
- Customer Satisfaction Scores
- Audit performance
Who You Are (Basic Qualifications)
- Education
- Bachelor's degree in Engineering, Quality Management, or related technical field required.
- Master's degree preferred.
- Experience
- 7-12 years of experience in Quality Management, preferably in a global manufacturing or technology environment.
- Direct experience managing customer-facing quality activities.
- Strong knowledge of quality tools/methods (8D, FMEA, SPC, APQP, VDA, Lean/Six Sigma).
- Skills & Competencies
- Excellent communication and customer relationship management skills.
- Strong leadership and ability to influence across global, cross-functional teams.
- Analytical mindset with strong problem-solving abilities.
- Ability to travel internationally (20-40%).
- Proven ability to work in a fast-paced, multicultural environment.
At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate's knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.
Who We Are
As a Koch company, Molex is a leading supplier of connectors and interconnect components, driving innovation in electronics and supporting industries from automotive to health care and consumer to data communications. The thousands of innovators who work for Molex have made us a global electronics leader. Our experienced people, groundbreaking products and leading-edge technologies help us deliver a wider array of solutions to more markets than ever before.
At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.
Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.
