Director, Quality

The Director of Quality will own and lead the quality function across the full Screen & Shade Innovations operating environment, including Manufacturing, Logistics, Procurement, SIOP, Business Systems, Engineering, Technical Support, Warranty, and customer/dealer issue resolution.

This role will report directly to the COO and will serve as the primary leader responsible for building, improving, and sustaining the company's quality operating system. This includes helping the organization continue its progression toward ISO 9001 readiness through stronger process discipline, documentation, root cause analysis, corrective action, data visibility, and cross-functional accountability.

This is a highly visible, hands-on leadership role for someone who can operate with executive presence while also working directly in the details. The Director of Quality must be able to analyze complex and imperfect data, identify underlying root causes, and drive corrective actions across product, process, training, supplier, system, and dealer installation issues.

The ideal candidate will bring a strong engineering, industrial systems, manufacturing, quality, or technical operations background and will be capable of connecting product performance, process discipline, system data, field feedback, warranty trends, case data, RMA analysis, and customer/dealer issues into one clear quality improvement framework.

This role will initially require a builder mindset. The Director of Quality must be comfortable creating structure, improving data quality, leading cross-functional reviews, defining quality-critical processes, and driving accountability across the organization. Technical Support will align under this role, creating a direct connection between customer/dealer feedback, warranty trends, case data, RMA analysis, product quality, and operational improvement.

• Establish a practical quality operating cadence across Operations, Technical Support, Warranty, Engineering, Procurement, SIOP, and Business Systems.

• Take ownership of the bi-weekly case and RMA review process and the quarterly quality reviews, including agenda structure, data preparation, root cause analysis, action tracking, and executive-level reporting.

• Assess current quality, warranty, case, and RMA data to identify recurring issues, data gaps, categorization problems, and improvement opportunities.

• Develop a clear framework for distinguishing product defects from process failures, supplier issues, training gaps, documentation issues, dealer installation issues, and customer use cases.

• Begin building the foundation for ISO 9001 readiness, including process documentation, ownership, controls, audit discipline, and corrective action structure.

• Partner with Business Systems and SIOP to improve how quality-related data is captured, structured, reported, and acted upon within NetSuite and other business systems.

• Establish warranty governance in partnership with Technical Support, Engineering, Procurement, Operations, Finance, and SIOP.

• Create clear visibility for the COO and executive leadership team around quality trends, warranty exposure, RMA cost, corrective actions, and risk areas.

• Own the quality strategy, standards, processes, and operating cadence across Screen & Shade Innovations.

• Serve as the company's primary quality leader and subject matter expert.

• Build a scalable quality management approach that supports current business needs and future ISO 9001 readiness.

• Establish quality expectations, accountability, and governance across departments.

• Lead cross-functional quality reviews focused on root cause, corrective action, prevention, and measurable improvement.

• Drive a culture of process discipline, data-based problem solving, and continuous improvement.

• Lead the company's progression toward ISO 9001 readiness.

• Develop, document, and improve core quality processes, procedures, controls, and review cadences.

• Identify gaps in process documentation, training, ownership, audit readiness, corrective action, and compliance discipline.

• Build practical internal audit routines and corrective action processes.

• Ensure quality processes are usable, sustainable, and integrated into daily operations.

• Partner with SIOP and Business Systems to ensure quality processes are supported by clear workflows, accurate data, and reliable reporting.

• Partner with SIOP, Business Systems, Operations, Engineering, Procurement, Logistics, and Technical Support to define, improve, document, and govern quality-critical business processes.

• Ensure process ownership, accountability, data visibility, and corrective action discipline are clearly established across the organization.

• Identify process breakdowns, handoff issues, documentation gaps, training needs, and system issues that impact quality, customer experience, or operational performance.

• Lead corrective and preventive action efforts across product, process, training, supplier, system, and dealer-related issues.

• Support standardization of workflows, handoffs, documentation, training, and system usage.

• Identify where unclear ownership, inconsistent execution, poor documentation, or weak data quality is contributing to customer issues or operational inefficiency.

• Drive measurable improvement in quality, service levels, rework, warranty exposure, RMAs, and customer experience.

• Support practical quality gates, inspection criteria, acceptance standards, nonconforming material processes, and corrective action routines across the operating environment.

• Own the analytical review of quality, case, warranty, and RMA data.

• Build and maintain quality KPI views by product line, issue category, process owner, department, supplier, and customer/dealer impact to give leadership clear visibility into trends, accountability, and corrective action progress.

• Lead the bi-weekly case and RMA review and quarterly quality review processes with cross-functional stakeholders.

• Develop reporting that identifies trends, recurring issues, financial impact, root causes, corrective actions, and owners.

• Segment issues by product, process, supplier, department, installer/dealer, training gap, system issue, documentation issue, or customer use case.

• Partner with Business Systems to improve data structure, reporting accuracy, dashboards, and visibility within NetSuite and other systems.

• Convert fragmented or incomplete data into actionable insights for leadership and department owners.

• Provide executive-level summaries that clearly explain what is happening, why it is happening, what is being done, and where additional support is needed.

• Own the warranty process, governance, analysis, and continuous improvement efforts across Screen & Shade Innovations.

• Partner with Technical Support, Engineering, Procurement, Operations, Finance, and SIOP to evaluate warranty trends, cost drivers, service parts implications, and corrective actions.

• Ensure warranty claims are properly documented, categorized, analyzed, and reviewed.

• Identify recurring warranty themes and determine whether root cause is related to product design, supplier quality, manufacturing, installation, training, documentation, or customer usage.

• Support warranty cost analysis and help drive actions that reduce avoidable warranty exposure.

• Ensure warranty data is used to improve products, processes, dealer training, documentation, and customer support outcomes.

• Lead the Technical Support function and ensure alignment with quality, warranty, product feedback, documentation, and customer experience objectives.

• Use Technical Support data as a key input into quality improvement, training, product development, and process improvement.

• Improve case documentation, categorization, escalation paths, feedback loops, and resolution quality.

• Ensure Technical Support is connected to the broader quality operating system and not operating as a disconnected post-sale function.

• Partner with Engineering, Operations, and Sales-facing teams to ensure customer and dealer issues are understood, resolved, and prevented from recurring.

• Work across all departments to identify, prioritize, and resolve quality issues.

• Partner with Manufacturing to improve in-process quality, defect prevention, rework reduction, and production readiness.

• Partner with Engineering to provide structured feedback on product performance, design-related issues, product improvement opportunities, and launch readiness.

• Partner with Procurement and Supply Chain on supplier quality inputs, incoming material quality concerns, supplier-related corrective actions, and quality data needed to support vendor performance discussions.

• Partner with Logistics on shipping damage, packaging quality, handling processes, and outbound quality controls.

• Partner with SIOP and Business Systems to improve quality-related data structure, workflow visibility, reporting, and process discipline.

• Partner with Sales, Customer Experience, and dealer-facing teams to understand installation, training, communication, and expectation-setting issues.

• Influence leaders and teams across the organization through credibility, data, clarity, and follow-through.

• Bachelor's degree in Engineering, Industrial Engineering, Systems Engineering, Manufacturing Engineering, Mechanical Engineering, Quality Engineering, or a related technical field.

• 7+ years of progressive quality leadership experience in manufacturing, operations, supply chain, engineering, or a related technical operating environment.

• Strong experience leading quality across multiple functions, not just within a single production area.

• Strong understanding of quality management systems, ISO 9001 principles, process controls, corrective action, and continuous improvement.

• Demonstrated experience using data, process analysis, and structured problem-solving to identify root cause and drive corrective action.

• Experience analyzing warranty, RMA, customer case, defect, service, production, supplier, or field issue data.

• Experience working directly with manufacturing, engineering, procurement, supply chain, customer support, and executive leadership.

• Strong process development, documentation, reporting, and accountability-building capability.

• Strong analytical skills with the ability to work through imperfect data and identify the underlying operational, product, process, training, supplier, system, or dealer installation issue.

• Ability to distinguish between product defects, process failures, training gaps, supplier issues, system issues, installation issues, and customer misuse.

• Strong written and verbal communication skills.

• Ability to lead cross-functional teams and drive accountability without relying solely on direct authority.

• Hands-on operating style with the ability to move between strategy, analysis, process development, and detailed execution.

• Advanced degree in Industrial Engineering, Systems Engineering, Manufacturing Engineering, Operations Management, Quality Management, or a related field.

• Experience helping an organization prepare for or achieve ISO 9001 certification.

• Experience in a custom manufacturing, made-to-order, engineered-to-order, or high-mix operational environment.

• Experience with NetSuite or similar ERP systems.

• Experience with CRM, case management, warranty systems, or business intelligence tools.

• Experience managing or working closely with Technical Support, Field Service, Customer Quality, or Warranty teams.

• Experience with supplier quality, dealer/installer issue analysis, and customer-facing quality resolution.

• Lean, Six Sigma, ASQ, CQE, CQA, CMQ/OE, ISO 9001 Lead Auditor, or related quality certifications.