Remote Customer Success Assistant Jobs in Springfield, MA

Tsunami Tsolutions is seeking a Quality & Continuous Improvement Manager to lead our Quality Management System while driving operational excellence across both our internal operations and customer engagements.
This role combines traditional Quality Management responsibilities with business process improvement leadership. Approximately half of the role focuses on maintaining and advancing our AS9100-certified Quality Management System, while the other half focuses on identifying, facilitating, and implementing business process improvements using Lean, Six Sigma, Value Stream Mapping, and related methodologies.
The ideal candidate is equally comfortable facilitating an AS9100 audit, leading a value stream mapping workshop, coaching employees on process improvement techniques, and helping customers identify opportunities to improve performance.
This is a highly visible role that works across all areas of the business and has the opportunity to influence both company operations and customer success.

NOTE: This position requires access to technologies and hardware subject to US national security-based export control requirements. All applicants must be US Persons (8 USC 1324b(a)(3)), or otherwise authorized by the U.S. Government. NO Company Sponsorship offered.

Quality Management Leadership

Serve as the designated AS9100 Management Representative.
Represent Quality within the Operations Leadership Group (OLG).
Maintain and continually improve the company's Quality Management System (QMS).
Ensure ongoing compliance with AS9100 and customer-specific quality requirements.
Monitor QMS effectiveness through metrics, audits, corrective actions, and management reviews.
Own and oversee Quality processes including NCRs, CARs, Root Cause Analysis, and continual improvement activities.
Serve as the internal Quality subject matter expert and advisor.

Audit & Compliance Management

Plan, coordinate, and facilitate internal audits.
Lead external audits including AS9100 certification audits and customer audits.
Track findings and corrective actions through closure.
Prepare audit reports and communicate results to leadership.
Ensure organizational readiness for customer and certification audits.

Continuous Improvement & Operational Excellence

Lead business process improvement initiatives across the organization.
Facilitate Value Stream Mapping (VSM) workshops and process reviews.
Identify waste, bottlenecks, inefficiencies, and opportunities for improvement.
Apply Lean, Six Sigma, Kaizen, Root Cause Analysis, and other improvement methodologies.
Establish and track process performance metrics and improvement initiatives.
Partner with functional leaders to prioritize and execute improvement projects.
Develop sustainable systems for measuring and improving organizational performance.

Customer Consulting & Advisory

Support customer engagements involving process improvement, operational excellence, and business transformation.
Facilitate customer workshops focused on process assessment and improvement opportunities.
Conduct current-state and future-state process mapping.
Identify opportunities for efficiency gains, risk reduction, quality improvement, and cost savings.
Assist customers in developing improvement roadmaps and implementation strategies.
Serve as a trusted advisor on process improvement methodologies and best practices.

Organizational Capability Development

Develop and deliver training on Lean, Six Sigma, process improvement, and problem-solving methodologies.
Mentor employees in continuous improvement techniques.
Help establish a culture of continual advancement and operational excellence.
Support the development of internal process improvement champions.
Lead or facilitate cross-functional improvement events as needed.

Management Review & Document Control

Own and manage the Management Review process.
Facilitate quarterly Management Review meetings.
Prepare Quality and operational performance metrics.
Own and manage document control systems and processes.
Oversee the Quality Management System document repository and supporting workflows.

Required Qualifications

Experience working within an ISO 9001, AS9100, or similar Quality Management System environment.
Experience leading process improvement initiatives.
Demonstrated understanding of Lean, Six Sigma, Value Stream Mapping, Root Cause Analysis, or similar methodologies.
Strong facilitation and workshop leadership skills.
Experience analyzing business processes and identifying improvement opportunities.
Ability to influence and collaborate across multiple functional areas.
Strong written, verbal, presentation, and training skills.
Strong critical thinking, systems thinking, and problem-solving abilities.
Ability to work independently while managing multiple priorities.
Comfortable engaging with employees, leadership teams, customers, and auditors.

Preferred Qualifications

Lean Six Sigma Green Belt, Black Belt, or equivalent certification.
AS9100 Internal Auditor or Lead Auditor certification.
Experience in aerospace, defense, manufacturing, utility, or technology consulting environments.
Experience facilitating Value Stream Mapping workshops.
Experience leading Kaizen or Continuous Improvement events.
Experience in management consulting, operational excellence, business transformation, or process improvement roles.
Familiarity with Power Automate, Power BI, advanced Excel, or similar business improvement tools.

What Success Looks Like

Maintain a healthy and effective Quality Management System.
Successfully lead internal and external audits.
Identify and implement measurable operational improvements.
Develop process improvement capabilities within the organization.
Support customers in achieving meaningful business outcomes.
Build a culture focused on continual advancement, efficiency, and operational excellence.

Why Join Tsunami?

At Tsunami, we help organizations improve performance through technology, process improvement, and business transformation. This role offers a unique opportunity to influence both internal operations and customer success while developing expertise across Quality, Operational Excellence, and Consulting.
If you enjoy solving complex business problems, facilitating meaningful change, and helping organizations continuously improve, we encourage you to apply.