Director Global Quality Voice of the Customer Jabil San Jose

Job description
The Director of Voice of the Customer (VoC) is responsible to drive customer satisfaction and loyalty through the quality system based on quantifiable quality metrics, including, but not limited to NPS, and QBR.

Essential Duties And Responsibilities
Drive improvements in customer loyalty and satisfaction.
Define, develop, and implement Corporate Quality System development strategies for the voice of the customer program.

Prioritize initiatives in improving the Voice of the Customer tools, and create implementation plans in conjunction with corporate IT.
Partner with Global Quality and Business Unit leaders in driving NPS improvement through 4 Block analysis.
Propose, improve, and execute quality systems or process to establish Quality as a competitive advantage. This includes, but not limited to, Customer Loyalty, External Customer Satisfaction (QBR), and Contract Review.
Define and implement the most efficient quality processes and tools, which support Jabil’s business.
Develop supporting metrics for business processes.
Develop functional Assessment checklists.
Create, deliver and evaluate the educational material in conjunction with Jabil U to Functional Managers.
Comply and follow all procedures within the company security policy.
May perform other duties and responsibilities as assigned.

Job Qualifications

KNOWLEDGE REQUIREMENTS
Experienced systems/quality leader with proven history designing and implementing global processes.
Ability to translate customer and business needs into value added processes within operations, engineering and business services.
Proven experience leading management review, customer audits, registrar audits and business gap closure teams.
Successful background in operations and/or business in addition to quality management.
Must be an outstanding communicator and team facilitator.
Extremely results oriented with a bias towards action.
Excellent problem solver.
Makes decisions based on data.
Ability to identify the salient business and quality issues and focus the team on the critical few actions required for success.
Certified Six Sigma Black Belt.
Proficiency in use of personal computers, Microsoft Office products (Excel, Word and PowerPoint) and e-mail skills required.

Bachelor's Degree required. Masters Degree preferred.
Degree in Engineering required and Master Degree in Business Administration preferred.
Minimum of 15 years work-related experience required in Quality Management or/and Customer Relationship Management in a High Tech industry.
Operations management experience preferred.
Experience in customer survey execution and analysis will be an advantage
Certified Six Sigma Black Belt.
Or an equivalent combination of education, training or experience.

TRAVEL REQUIREMENTS:

Domestic and/or International: Up to 50%

Bachelor's Degree required. Masters Degree preferred.
Degree in Engineering required and Master Degree in Business Administration preferred.
Minimum of 15 years work-related experience required in Quality Management or/and Customer Relationship Management in a High Tech industry.
Operations management experience preferred.
Experience in customer survey execution and analysis will be an advantage
Certified Six Sigma Black Belt.
Or an equivalent combination of education, training or experience.
Domestic and/or International: Up to 50%

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