Director, Customer Experience & Quality - China

Director, Customer Experience & Quality – China

The Director, Customer Experience & Quality – China is responsible for leading quality management and customer experience initiatives for a key business line in China. This role drives the development and execution of quality programs aligned with customer needs, ensuring product performance, reliability, and service delivery meet both internal standards and external expectations.

The role partners closely with program management, engineering, and supplier quality teams to build a robust quality system, enhance customer satisfaction, and support sustainable business growth.

Key Responsibilities

• Develop and implement quality strategies for the China business line aligned with regional and global objectives
• Establish and monitor quality KPIs, ensuring continuous improvement in product and service performance
• Define and execute quality programs based on evolving customer requirements

Customer Experience (CX) Management

• Drive customer-centric initiatives to improve end-to-end customer experience
• Leverage VOC (Voice of Customer) insights to identify gaps and drive improvement actions
• Partner with commercial and service teams to enhance customer satisfaction and retention

Cross-functional Alignment

• Collaborate with Program Management, Product Engineering, and Supplier Quality to ensure quality alignment across the value chain
• Support new product introduction (NPI) and ensure quality readiness
• Drive cross-functional problem-solving and root cause analysis

Supplier & Product Quality

• Oversee supplier quality performance and ensure compliance with company standards
• Strengthen supplier quality management processes and governance
• Ensure product reliability meets defined technical standards and customer expectations

Best Practices & Process Excellence

• Evaluate industry best practices and translate them into standardized procedures, policies, and quality frameworks
• Drive continuous improvement initiatives (e.g., Lean, Six Sigma, CAPA)
• Enhance quality systems, processes, and tools to improve operational efficiency

Team Leadership

• Lead and develop a high-performing quality and CX team
• Build organizational capability to support business growth and transformation
• Foster a culture of accountability, continuous improvement, and customer focus

Qualifications

• Bachelor's degree or above in Engineering, Quality Management, Business, or a related field
• Minimum 10+ years of relevant experience in quality management, customer experience, or related functions
• Proven experience managing medium to large team size in a matrix organization
• Strong knowledge of quality systems, supplier quality, and product development processes
• Experience in manufacturing, HVAC, industrial, or related industries preferred
• Solid background in continuous improvement methodologies (e.g., Lean, Six Sigma)
• Strong problem-solving and analytical capabilities
• Excellent communication and stakeholder management skills
• Fluent in Mandarin and English