Head of Quality Customer Satisfaction – Customers of our North American Operations in St. Charles, Missouri at Sonaca North America

Title: Head of Quality Customer Satisfaction – Customers of our North American Operations

Location: St. Charles, MO (Corporate) | Auburn, WA

Position Type: Full time

Requisition ID: R0015302

Description:

We are looking for a dynamic and customer-focused Head of Quality Customer Satisfaction to lead and continuously improve the quality experience delivered to our US customers.

In this strategic role, you will be the primary interface between our organization and key customers of our North American operations regarding quality performance and related customer satisfaction. You will drive customer confidence and challenge effective resolution of quality concerns across the sites.

The successful candidate will work closely with Operations, Engineering, Program Management, Supply Chain, and Customer Support teams to enhance customer satisfaction and strengthen long-term customer relationships.

Key Responsibilities

• Act as the primary Quality Senior focal point for assigned North American customers.
• Manage Customer Quality teams (set objective, review performance, coach and develop talent), and related budget
• Build and maintain strong relationships with customer quality representatives and key stakeholders.
• Lead the management of customer complaints, quality concerns, and escalation processes.
• Coordinate root cause investigations and ensure robust corrective and preventive actions are effectively implemented.
• Monitor customer quality performance through scorecards, KPIs, and customer feedback.
• Drive continuous improvement initiatives aimed at increasing customer satisfaction and reducing quality escapes.
• Lead cross-functional teams to address quality issues and improve process performance.
• Prepare and support customer audits, reviews, and business meetings.
• Provide clear visibility to senior management regarding customer satisfaction trends, risks, and improvement actions.
• Promote a customer-centric culture throughout the organization.

Education and Experience:

• Master’s degree in Engineering, Quality Management, or a related discipline.
• Strong experience in Quality Management within an industrial, manufacturing, aerospace, automotive, or similarly regulated environment.
• Proven track record in customer-facing quality roles.
• Experience interacting with North American or US customers is highly desirable.
• Solid knowledge of quality methodologies and problem-solving tools (8D, RCA, FMEA, APQP, Six Sigma, Lean, CAPA, etc.).
• Strong leadership, communication, and stakeholder management skills.
• Ability to influence and drive actions across multifunctional teams.
• Fluent in English, both written and spoken.
• Availability to travel internationally as required.

What We Offer

• A highly visible role with direct impact on customer satisfaction and business performance.
• Opportunities to work with strategic international customers.
• A collaborative and performance-driven environment.
• Professional development and growth opportunities within the organization.

WHY CHOOSE SONACA NORTH AMERICA?

We take care of our people.

• 401(k) retirement savings plan with a percentage company-match contribution
• Competitive wages
• Paid holidays
• Paid time off
• Medical, dental, vision, life, and accidental insurance
• Short-term disability
• Long-term disability
• Employee assistance plan — for access to counseling, consulting, and other community resources
• Wellness program
• Tuition assistance
• Subject to eligibility, terms, and conditions

This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. The responsibilities, tasks, and duties may differ from those outlined in the job description and other duties, as assigned, may be required. This document does not create an employment contract. Employees of the Company are employed on an “at will” basis and may be terminated at any time.

Sonaca North America is an equal employment opportunity employer. Consistent with applicable law, Sonaca North America provides access and opportunities to those with disabilities. This includes providing reasonable accommodation to individuals with disabilities and disabled veterans who seek to access the company’s online application system. If an applicant is unable to fully access the online application system, Sonaca North America will provide a reasonable accommodation. Applicants with disabilities may contact us at 636-916-2400 for assistance accessing the on-line application system. Callers should have a detailed description of the requested accommodation, their name and preferred method of contact ready for Sonaca North America‘s Human Resources Department. Sonaca North America will make every effort to respond within two (2) business days. This phone number is not for the general submission of application materials.

Sonaca North America is an E-Verify Employer.

Sonaca North America is an Equal Employment Opportunity/Disability/Veterans Employer

NOTICE ON FRAUDULENT JOB OFFERS

It has been brought to our attention that there have been instances of fraudulent job offers, purporting to be from Sonaca North America and/or its affiliates (“LMI Aerospace”).

This type of fraud is normally carried out through online services such as false websites, or through fake e-mails or call from people claiming to be from the company. These persons offer fraudulent employment opportunities to applicants and often ask for sensitive personal and financial information. The fraudsters may also request recipients to provide personal information and/or to make payments as part of their fake recruiting process.

Sonaca North America does not ask for any financial commitments from candidates as a pre-employment requirement and will always require candidates to formally apply for positions via the Careers Page or job postings.

Sonaca North America has no responsibility for fraudulent offers and if you believe you have been a victim of a fraudulent job offer concerning Sonaca North America, please email info@sonaca-na.com.