VP of Quality and Customer Service

General Responsibilities

This role is a key position responsible for the delivery of process innovation and continuous improvement initiatives across multi-jurisdictions. It will play an important role in helping to foster a culture of sustainable change through the creation and embedding of LEAN methodology and the supporting framework to deliver business transformation.

Basic Qualifications

Experience: Minimum 5-7 years in quality, customer service or continuous improvement fields with continuous improvement analytical experience from a similar role.

Education/Training: Bachelor's Degree; preferably in Business, Logistics Management, Manufacturing Operations, Industrial Engineering, or a related field.

***Minimum accredited Lean Six Sigma Green Belt, preferably Black Belt.

Skill(s):

• Thorough understanding of quality control standards and methodologies.
• Thorough understanding of manufacturing and production in the industry.
• Excellent organizational skills and attention to detail.
• Strong analytical and problem-solving skills.
• Excellent understanding of continuous improvement concepts including Six Sigma, Lean, value stream mapping.
• Ability to set-up, facilitate and lead Kaizen events with a range of business stakeholders (incl. experience of process/value stream mapping).
• Proficient in Microsoft Office, including Project, Visio, Word, Excel, Outlook, and PowerPoint
• A ‘completer-finisher’ taking accountability for ideas from inception to delivery in an environment that requires robust metrics to confirm success.
• Experience in designing or implementing a framework of continuous improvement in a multijurisdictional organization.
• Experience including hands-on implementation of continuous improvement programs and Lean solutions.
• Experience of designing remediation plans to address productivity and efficiency issues and positive track record of following through to ensure closure.
• Excellent verbal and written communication skills and the ability to interact professionally with a diverse group of partners, senior managers, and subject matter experts.
• Strong analytical, project and product management skills including a thorough understanding of how to interpret business needs and translate them into operational requirements.
• Experience of the whole project life cycle (from initial conceptual design stage to the depths of system testing and at each stage in between).

Essential Duties

• Evaluate production operations from a strategic level to ensure that products meet quality, integrity, functionality, and other specifications and requirements.
• Collaborate with management and senior staff across production departments and roles to draft acceptable quality standards.
• Develop and implement quality standard testing and evaluation processes.
• Facilitate communication among production divisions and management.
• Assess test results and approve recommended changes.
• Review quality control documentation such as checklists, logs, and reports for effectiveness, accuracy, and relevance.
• Conduct random inspections and quality control checks.
• Periodically report status of quality control and operations to executive leadership and when required regulatory agencies.
• Alignment of customer service goals with the organization
• Customer service policies and procedures
• Management of customer complaints
• Monitoring of industry best practices
• Customer service performance metrics and KPIs
• Delivery of customer service excellence
• Identify and deliver improvement activity across the business through employing process improvement methodologies and the application of innovative thinking.
• Work with key business stakeholders to build a continuous improvement environment to support an ongoing culture of change.
• Lead and facilitate LEAN/process improvement-based workshops to drive ideas and solutions.
• Support the delivery of better value and greater efficiency through the identification and elimination of unnecessary complexity within business processes and identification of better ways of working.
• Identify trends and process variations as part of establishing a continuous improvement monitoring system.
• Assist in the development and implementation of a ‘best-in-class’ continuous improvement strategy.
• Take ownership of change initiatives from evolution/efficiency identification through to project delivery via internal governance and controls.
• Elicit requirements and drive process change using staff interviews, document analysis, requirements workshops, surveys, site visits, business process descriptions, business analysis and workflow analysis.
• Work with other team members and business services departments to devise new support material based on the revised processes, to include training, reporting and systems enhancements.
• Actively monitor project risks to foresee/identify potential problems and proactively identify solutions to address in advance.
• Ensure the business impact and project objectives/dependencies are identified, reported on and managed at all times.
• Set up a program, deliver coaching and run projects pan jurisdiction.
• Complete post implementation reviews to ensure successful delivery has been achieved and to ensure that improvements can be made for future projects.

Ancillary Duties

• Perform tasks which are supportive in nature to the essential functions of the job, but which may be altered or re-designed depending upon individual circumstances.
• Abide by the current laws and organizational policies and procedures designed and implemented to promote an environment which is free of harassment and other forms of illegal discriminatory behavior in the workplace.
• Cooperate with, participate in, and support the adherence to all internal policies, procedures, and practices in support of risk management and overall safety and soundness and the company’s compliance with all regulatory requirements.
• Report pertinent information to the immediate supervisor as requested, or according to an established schedule; compiles information as necessary or as directed and provides data to appropriate personnel.
• Respond to inquiries relating to his/her area, or to requests from customers, other personnel, etc., within given time frames and within established policy.

Job Type: Full-time

Pay: $130,000.00 - $150,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Referral program
• Vision insurance

Shift:

• Day shift

Education:

• Bachelor's (Required)

Experience:

• Quality control: 5 years (Required)

Ability to Commute:

• Hollidaysburg, PA 16648 (Required)

Ability to Relocate:

• Hollidaysburg, PA 16648: Relocate before starting work (Required)

Willingness to travel:

• 25% (Required)

Work Location: In person

Salary : $130,000 - $150,000