Sr. Manger, Customer Quality at Chamberlain Group

Oak Brook, Illinois, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, ManufacturingIndustries

Requirements

Bachelor's in Engineering, Quality, or related field
Electromechanical and manufacturing operations experience
Six Sigma Black Belt preferred
Working Knowledge and Application of Lean Manufacturing, DFM, Kaizen, Value Stream Mapping, Voice of the Customer, and Total Cost of Ownership
Ability to implement Statistical Process Control
Ability to work in a matrix/cross-functional environment

Responsibilities

Lead initiatives to create best-in-class experiences across all customer touchpoints
Engage with key customers and partners to quantify the voice of the customer into metrics and actions for decision making
Partner with analytics to shape CX initiatives and drive data-informed decisions
Champion the voice of the customer throughout Chamberlain internal functions
Manage the customer feedback management process to ensure timely resolution of critical customer issues
Create and work cross-functionally to implement actionable improvements
Design, test, and iterate on new customer experience concepts in collaboration with Ops, Product, and Marketing
Support the evolution of CX measurement strategies—including journey-level insights and forward-looking KPIs
Comply with health and safety guidelines and rules; ensure compliance across teams
Protect Chamberlain Group’s reputation by keeping information confidential
Maintain professional and technical knowledge by attending educational workshops, reading professional publications, establishing personal networks, and participating in professional societies
Contribute to the team effort by accomplishing related results and participating on projects as needed
Motivate and lead a high performance team by attracting, developing, engaging and retaining team members
Drive the performance management and compensation processes by communicating job expectations, monitoring and evaluating performance, providing feedback and facilitating employee development per the company’s policies
Maintain transparent communication by appropriately communicating organization information to team through department meetings, one-on-one meetings, appropriate email, IM and regular interpersonal communications
Lead and motivate individuals and teams to create a workplace culture that is consistent with the CG mission, vision and values

Skills

Customer Experience

Voice of the Customer

Customer Feedback Management

Data Analytics

Cross-functional Collaboration

Process Improvement

KPI Development

Journey Mapping

Metrics Analysis

Chamberlain Group

Smart home access control solutions provider

About Chamberlain Group

Chamberlain Group specializes in intelligent access solutions, focusing on smart home connectivity and access control systems. Their main products include garage door openers, commercial door openers, and gate operators, which can be professionally installed or purchased as DIY options for enhanced home security and convenience. The myQ app is a key feature that allows users to control their access points remotely, providing added security and convenience. Unlike many competitors, Chamberlain Group combines high-quality hardware with a smart home ecosystem that supports both direct sales and partnerships with professional installers. The company's goal is to lead in the access solutions market while ensuring customer satisfaction and promoting diversity and inclusion within the workplace.

Oak Brook, IllinoisHeadquarters

1954Year Founded

VENTURE_UNKNOWNCompany Stage

Hardware, Consumer Software, Consumer GoodsIndustries

1,001-5,000Employees