Vice President, Customer Experience & Quality
The Vice President, Customer Experience & Quality – APAC is responsible for leading the regional strategy for customer experience, quality, and operational excellence across the Asia Pacific region. The role drives customer satisfaction, strengthens quality governance, ensures regulatory compliance, and delivers continuous improvement across manufacturing, supplier quality, and business operations.
As a key member of the regional leadership team, the VP partners with global and cross-functional stakeholders to enhance product quality, optimize customer outcomes, and support sustainable business growth.
Key Responsibilities
Strategy & Leadership
- Develop and execute the APAC Customer Experience & Quality strategy aligned with regional and global business priorities.
- Lead and develop a high-performing regional team while fostering a culture of quality, customer focus, and continuous improvement.
- Advise senior leadership on quality performance, customer insights, and business risk.
Customer Experience
- Drive customer experience initiatives across the end-to-end customer journey.
- Establish and monitor key CX metrics, including NPS and Voice of Customer (VOC).
- Lead cross-functional initiatives to improve customer satisfaction and resolve pain points.
Quality & Compliance
- Ensure compliance with quality standards, regulatory requirements, and industry certifications across APAC.
- Oversee quality assurance, supplier quality, manufacturing quality, and audit programs.
- Drive product quality and reliability to consistently meet customer and business expectations.
Operational Excellence
- Lead CAPA, root cause analysis, and continuous improvement initiatives.
- Champion Lean, Six Sigma, and digital quality solutions to improve operational performance and efficiency.
- Strengthen quality systems and governance across the region.
Collaboration & Risk Management
- Partner with Engineering, Manufacturing, Supply Chain, Commercial, and Global Quality teams to deliver quality and customer excellence.
- Support strategic initiatives, including new product introductions and market expansion.
- Manage critical quality and customer escalations while mitigating operational and reputational risks.
Qualifications
- Bachelor's degree or higher in Engineering, Quality Management, Business, or a related discipline.
- 15+ years of leadership experience in Quality, Customer Experience, or Operations, including regional responsibilities.
- Proven success leading cross-functional teams within complex matrix organizations.
- Strong knowledge of quality systems, manufacturing, supplier quality, regulatory compliance, and customer experience frameworks.
- Experience in industrial, HVAC, manufacturing, or related industries preferred.
- Excellent leadership, analytical, communication, and stakeholder management skills.
