Sr. Manger, Customer Quality

Chamberlain Group (CG) is a global leader in intelligent access and Blackstone portfolio company. Powered by our myQ technology, we make access simple and secure for millions of homeowners, businesses, and communities worldwide. Our flagship brands, LiftMaster®  and Chamberlain® , are found in 51+ million homes, and 14 million+ people rely on the myQ®  app daily.

This is a role within Chamberlain Group's Quality function. A successful incumbent is expected to lead the Customer Quality team, implementing best processes and delivering the voice of the customer into Chamberlain Group.  As the leader of the Customer Quality team, you will align cross-functional projects implementing improvements to the customer experience, products, and processes that will drive a customer centric focus across all organizations to enhance customer satisfaction. This role will also enhance the customer feedback management process to drive closure to critical customer quality issues

Essential Duties and Responsibilities

• Lead initiatives to create best-in-class experiences across all customer touchpoints
• Engage with key customers and partners to quantify the voice of the customer into metrics and actions for decision making
• Partner with analytics to shape CX initiatives and drive data-informed decisions
• Champion the voice of the customer throughout Chamberlain internal functions
• Manage the customer feedback management process to ensure timely resolution of critical customer issues
• Create and work cross-functionally to implement actionable improvements
• Design, test, and iterate on new customer experience concepts in collaboration with Ops, Product, and Marketing
• Support the evolution of CX measurement strategies—including journey-level insights and forward-looking KPIs
• 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 (this section should be filled out when an employee has supervisory responsibilities)

• 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.

Education/Certifications:

• Bachelors in Engineering, Quality, or related field

Experience:

• Electromechanical and manufacturing operations experience

Knowledge, Skills, and Abilities:

• Six Sigma Black belt preferred
• Working Knowledge and Application of Lean Manufacturing, DFM, Kaizen, Value Stream Mapping, Voice of the Customer, and  Total Cost of Ownership
• Ability to implement Statistical Process Control
• Ability to work in a matrix/cross-functional environment

#LI-JE1

#LI-HYbrid

The pay range for this position is $123,600.00 - $199,275.00; base pay offered may vary depending on a number of factors including, but not limited to, the position offered, location, education, training, and/or experience. In addition to base pay, also offered is a comprehensive benefits package and 401k contribution (all benefits are subject to eligibility requirements). This position is eligible for participation in a short-term incentive plan subject to the terms of the applicable plans and policies.

Chamberlain Group wants all of its employees to succeed and encourages people of all backgrounds to apply. We’re proud to be an Equal Opportunity Employer, and you’ll be considered for this role regardless of race, color, religion, sex, national origin, age, sexual orientation, ancestry; marital, disabled or veteran status. We’re committed to fostering an environment where people of all lived experiences feel welcome.  

Persons with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence [email protected].

NOTE: Staffing agencies, headhunters, recruiters, and/or placement agencies, please do not contact our hiring managers directly.