Full job description
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Chamberlain Group is a global leader in access solutions with top brands, such as LiftMaster and Chamberlain, found in millions of homes, businesses, and communities worldwide.
As a leader in the Smart Home industry, we boast one of the largest IoT install bases, with innovative products consisting of cameras, locks, card readers, garage door openers, gates and more, all powered by our myQ digital ecosystem.
The Vice President of Quality and Customer Satisfaction will lead and drive the overall Quality and Customer Satisfaction strategy, ensuring exceptional customer experience (CX) across all touchpoints. This role serves as the central oversight for Quality Customer Satisfaction, prioritizing corrective actions and structuring key performance indicators (KPIs) and governance frameworks to measure success around quality and the broader customer experience, including software and user experience (UX). Drive the Chamberlain Quality process to protect company reputation, support sales, profitability, cash flow, and business goals.
Essential Duties and Responsibilities
Develop, execute, and oversee a comprehensive Quality and Customer Satisfaction strategy aligned with the company's goals and objectives. Set priorities for Quality and CX initiatives across design, engineering, manufacturing, supply chain, product, and customer service.
Apply a well-grounded understanding of technical, scientific, and regulatory issues to drive the company’s quality strategy across the full product lifecycle. Own all aspects of hardware and software quality assurance ensuring that our products meet the highest quality standards.
Take ownership of developing and implementing a robust process and infrastructure to proactively address customer concerns. Ensure seamless communication of issues across the organization and lead initiatives to deliver timely, comprehensive resolutions.
Function as a Customer Experience liaison with Chamberlain Executive Leadership team, to escalate concerns, synthesize ELT priorities, and drive CX actions across the organization.
Set the governance and KPI structure for quality and customer satisfaction, overseeing standardized reporting (incl. to ELT), prioritization, and escalation mechanisms across the end-to-end customer experience.
Monitor CX performance, interventions and initiatives across the organization, leveraging metrics and KPIs to assess progress and identify areas for improvement.
Address upcoming product pipeline / roadmap milestones, proactively bringing forward CX topics and managing risk of upcoming launches.
Maintain awareness of Quality and CX processes of “best-in-class” companies and utilize this data to improve overall customer experience and ensure Chamberlain maintains a competitive edge.
Champion a customer-centric culture within the organization, sharing best practices and coaching others to transition to a ‘best-in-class’ organization.
Comply with health and safety guidelines and rules; managers should also ensure compliance across their teams.
Protect Chamberlain Group’s reputation by keeping information confidential.
Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies.
Contribute to the team effort by accomplishing related results and participating on projects as needed.
Supervision Exercised
Motivate and lead a high performance team by attracting, developing, engaging and retaining team members.
Drive the performance management and compensation processes by communicating job expectations, monitoring and evaluating performance, providing feedback and facilitating employee development per the company’s policies.
Maintain transparent communication by appropriately communicating organization information to team through department meetings, one-on-one meetings, appropriate email, IM and regular interpersonal communications.
Lead and motivate individuals and teams to create a workplace culture that is consistent with the CG mission, vision and values.
Minimum Qualifications
Education/Certifications:
Experience:
10+ years of technical management leadership in Engineering, Operations, or Supply Chain; 4 years quality management leadership including quality system development, management and administration.
5+ years at a senior management level for complex global organizations.
Demonstrated success in transforming the customer experience by implementing cross-functional quality strategies that drive continuous improvement and operational excellence.
Knowledge, Skills, and Abilities:
Other:
Preferred Qualifications
Education/Certifications:
Experience:
10+ years of technical management leadership in Engineering, Operations, or Supply Chain; 8 years Quality management leadership including quality system development, management and administration at a global level; experience in a multi-plant, multi-location, multi-country quality management environment.
Knowledge, Skills, and Abilities:
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