Manager, Customer Experience & Quality
Manager,CustomerExperience&Quality-India
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“Manager, Customer Experience & Quality - India at Manager, Customer Experience & Quality. Skills: quality governance, risk management, regulatory compliance, customer satisfaction, continuous improvement. Drive resolution to all customer related quality concerns in the region. Establish and enforce governance frameworks that improve External Parts Per Million (EPPM), eliminate defects at source, and embed quality decision-making authority at every process node”
Industry & Context.
analytical skills; ability to interpret data and trends; resolving complex quality issues
Willingness to travel as required
What They're Looking For.
Must Have
Bachelor’s degree in Engineering, Quality Management, or related field, Minimum of 10-15 years of experience in quality management or a related field, preferably in a manufacturing environment, Proven track record of resolving complex quality issues and driving customer satisfaction, analytical skills with the ability to interpret data and trends, Excellent communication and interpersonal skills to effectively engage with customers and internal teams, Experience with Lean and Six Sigma methodologies and tools, ability to influence cross-functional teams and manage complex issues, Willingness to travel as required to support customer needs and quality assessments
What You'll Do.
Drive resolution to all customer related quality concerns in the region
Establish and enforce governance frameworks that improve External Parts Per Million (EPPM)
eliminate defects at source
and embed quality decision-making authority at every process node
Establish containment and corrective actions
standards and processes for each of the EDTR pillars – Manufacturing
and Field and Install
Lead and drive actions to contain quality issues and corrective actions
Identify gaps in the current QMS system and drive CI
Design and implement regional quality governance structure with clear decision-making protocols
Define escalation pathways and decision rights matrix across quality organization
Create governance dashboards for real-time quality performance visibility
Lead enterprise risk assessment
Govern risk mitigation strategies with accountability for risk closure
Implement early warning systems for quality degradation detection
Drive root cause analysis and systemic CAPA for zero recurrence
Ensure regional compliance with FDA
and applicable regulations
Implement compliance strategies and allocate resources
Own regulatory inspection readiness and response coordination
Drive continuous compliance monitoring and gap remediation
Build quality competency framework with role-based training requirements
Champion quality-first culture with visible executive sponsorship
Drive employee engagement in quality improvement initiatives
Establish quality recognition programs tied to EEPm and defect reduction
Own customer quality relationships with direct escalation authority
Drive customer satisfaction improvement through Voice of Customer programs
Lead quality business reviews with key accounts and stakeholders
Manage external audit relationships and certification processes
How You'll Work.
Team & Collaboration
working closely with Process Excellence team, functional leaders; effectively engage with customers and internal teams; ability to influence cross-functional teams
Communication Scope
Excellent communication and interpersonal skills
Full Job Description
**_Role Overview:_** **Purpose:** The Regional End to End Quality Lead serves as the primary leader to drive resolution to all customer related quality concerns in the region. This individual will have governance authority for quality operations across the region, driving strategic oversight and decision-making to ensure zero-defect delivery, regulatory excellence, and continuous customer satisfaction improvement. **Scope:** End-to-end accountability for quality issue resolution and governance and problem solution spanning product development, manufacturing, distribution, and post-market surveillance across all regional business units and functional areas. **Key Focus:** Establish and enforce governance frameworks that improve External Parts Per Million (EPPM), eliminate defects at source, and embed quality decision-making authority at every process node working closely with Process Excellence team, functional leaders to establish containment and corrective actions, standards ad processes for each of the EDTR pillars – Manufacturing, Supply Chain, Engineering, and Field and Install. **_Governance & Decision Making Authority_ ** **Authority Level: Empowered Decision-Maker** * Full authority to halt production, reject product releases, and escalate systemic quality issues directly to executive leadership without intermediate approval * Lead and drive actions to contain quality issues and corrective actions. Provide updates to all stakeholders including Presidents. * Close the loop by identifying gaps in the current QMS system and involving the process excellence team and functional leaders - drive CI where it matters. **Decision Rights: Strategic Quality Decisions** * Final approval authority on quality risk assessments and mitigation strategies * Authority to allocate quality resources and budget across regional operations * Decision-making power over quality system changes, deviations, and CAPA prioritization * Veto authority on process changes that introduce qualit
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