Senior Manager, Global Customer Excellence & Quality

Global Customer Excellence & Quality Leader

Global Customer Excellence & Quality Leaders are assigned directly to major Account Programs across regions to ensure the requirements are understood and fulfilled and translated to JCI's design and operations processes. This role will drive communication and action working directly with customer focal points for quality performance and experience management, coordinating JCI resources to deliver a positive End-to-End customer experience.

This role includes acting as customer advocate and drive high levels of customer satisfaction, achieving trusted advisor status establishing regularly voice of customer and quality metrics for assigned key accounts while coordinating with the Global Customer Excellence & Quality Director and Engineers, orchestrating escalation resolution, and advocating for customers to ensure JCI is the best supplier.

This person will be responsible to the assigned customer / account teams to provide periodic internal and customer program reviews, to drive improvement in key customer metrics by identifying issues / opportunities, initiating resolution / improvement plans and driving / tracking actions by engaging appropriate functional management, business units to ensure full support and to ensure contractual and corporate compliance for work performed.

How you will do it :

• Work with the Global Customer Excellence & Quality Senior Director and other Stakeholders to build and manage the processes to drive improved customer experience. This includes the adherence to global processes, tools and communications mechanisms to ensure timely and accurate visibility of opportunities and issues driving to quick action and results.
• Track and proactively share key customer insights and feedback to ensure product design and process improvements for a better customer experience. Collaborate with colleagues across the organization to create feedback cycles, and to inform and enact these improvements
• Oversee the communication to the customer and resolve escalations when non-conformances are found at the customer in a timely and cost-efficient manner
• Give inputs to Global cross-functional organization in term of customer quality scorecard / KPIs to drive performance baselining and improvement on an ongoing basis
• Actively engage with your leadership and the broader organization to support a customer-focused culture
• Account executive relationship management Responsible for updates to key partners across the business. Must create and communicate progress in a way that builds confidence and demonstrates continued progress towards a world-class organization
• Manage key partner relationships to ensure alignment across the enterprise via appropriate planning, execution, visibility, tracking, and governance
• Responsible for sharing Customer Quality and PMO best practices. Drive the use of best practices and apply lessons learned
• Engage globally with the ability to understand and work effectively in a culturally diverse organization

What we look for :