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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. Sonaca North America is an E-Verify Employer. Sonaca North America is an Equal Employment Opportunity/Disability/Veterans Employer.

Sonaca North America is driven by a passion for innovation and a commitment to excellence. As a leading provider of aerospace and defense solutions, we are dedicated to making air and space travel safe and sustainable. We have 13 locations across North America and our engineering expertise and operational excellence set us apart from the competition. Since the beginning in 1948, we have a proven track record of delivering high-quality products and services that are reliable, safe, and efficient. Our team of experts is dedicated to staying ahead of the curve in the aerospace and defense industry, utilizing the latest technologies and processes to ensure that we deliver the best possible solutions to our customers.