We are seeking a proactive and customer-focused Customer Quality Manager to champion the voice of our customers and ensure product and service excellence across the ownership lifecycle. You will lead initiatives that drive customer satisfaction, resolve quality issues in the field, and continuously improve our vehicles and support systems based on customer insights, especially from last-mile delivery operators. Responsibilities include acting as the primary quality interface between Harbinger and fleet customers, leading investigation and resolution of customer-reported quality issues, coordinating cross-functional teams to address quality concerns, leading escalation processes for critical quality issues, collecting and analyzing field performance and warranty data, developing dashboards and KPIs for field quality performance, establishing mechanisms to capture and prioritize customer feedback, collaborating with product development and engineering, training internal teams on customer quality expectations, supporting launch and change management activities, driving continuous improvement initiatives, developing strong relationships with key fleet accounts, preparing and delivering quality performance reports, and acting as the voice of the customer internally to drive a customer-focused culture. The role requires a Bachelor's degree in Engineering, Quality, or related technical field, 7-10+ years of experience in customer-facing quality preferably in automotive, commercial vehicles, or EV industries, strong problem-solving skills, excellent communication and leadership skills, ability to travel 50-75%, and must be based out of Indiana or Michigan or willing to relocate. Experience with last-mile delivery vehicles, EV systems, telematics, remote diagnostics, and launching new vehicle platforms is preferred.
