Vice President of Quality

Gateway Search; Singapore; On-site; SGD 230,000 - 320,000; Full time

Job summary

Gateway Search seeks a Vice President, APAC, Customer Experience & Quality to lead the region's strategy for service excellence, product integrity, and process optimization.

You will build a high-calibre regional team, partner with global functions, and drive metrics like NPS and VoC while ensuring regulatory compliance and continuous improvement across sites and suppliers.

Qualifications

• 15+ years in senior Quality/Customer Experience or Operations roles with regional scope.
• Proven cross-functional leadership in a large matrix organisation.
• Deep knowledge of quality systems, manufacturing processes, supplier oversight, regulatory landscapes.
• Experience in industrial equipment, HVAC, heavy manufacturing, or related sectors is advantageous.
• Strong strategic thinking, analytical, and stakeholder engagement skills.

Responsibilities

• Shape and drive APAC roadmap for service excellence, product integrity, and process optimization.
• Lead regional team and mentor leaders to foster excellence and problem-solving.
• Provide executive with quality trends, customer feedback insights.
• Improve customer journeys across lifecycle, from pre-sale to post-delivery support.
• Ensure APAC operations meet quality standards and regulatory requirements.
• Lead CAPA, root-cause investigations, and Lean/Six Sigma initiatives.
• Collaborate with Engineering, Supply Chain, Manufacturing, and Global Quality.
• Manage crises to protect brand reputation and minimize disruption.

Skills

Strategic thinking

Analytical rigor

Stakeholder communication

Cross-functional leadership

Quality management

Regulatory knowledge

Education

Bachelor's degree or higher in Engineering, Quality Management, Business Administration, or related field

Job description

Vice President, Customer Experience & Quality

Job Title: Vice President, Customer Experience & Quality – APAC

Role Summary

This senior leadership position heads up the Customer Experience and Quality function for the Asia Pacific region. The core mission is to shape and drive the regional roadmap for service excellence, product integrity, and process optimization. The role is accountable for elevating customer satisfaction, upholding robust quality frameworks, ensuring full regulatory adherence, and fostering a culture of ongoing improvement across production sites, supplier networks, and internal business operations.

As a vital member of the APAC executive team, this leader works hand-in-hand with global partners and cross-divisional stakeholders to raise quality benchmarks, refine customer journeys, and underpin long-term, profitable growth.

Strategic Direction & People Leadership

• Formulate and implement a forward-looking APAC strategy for customer experience and quality that aligns with both regional nuances and worldwide corporate objectives.
• Build, mentor, and inspire a high-calibre regional team, embedding a shared mindset centered on excellence, customer empathy, and proactive problem-solving.
• Provide the executive suite with actionable intelligence on quality trends, customer feedback, and emerging vulnerabilities.

Elevating the Customer Journey

• Spearhead initiatives that enhance every touchpoint of the customer lifecycle, from pre-sale engagement to post-delivery support.
• Define, track, and act upon critical performance indicators such as Net Promoter Score (NPS) and Voice of the Customer (VoC) insights.
• Orchestrate cross-departmental efforts to identify friction points and implement lasting solutions that boost overall satisfaction.

Quality Stewardship & Regulatory Oversight

• Guarantee that all APAC operations meet or exceed relevant quality standards, legal mandates, and industry-specific certifications.
• Direct comprehensive quality assurance protocols, covering supplier evaluation, factory-floor controls, and internal/external audit programs.
• Champion product dependability and consistency, ensuring every deliverable aligns with both customer promises and business targets.

Driving Operational Rigor

• Lead systematic problem-solving through Corrective and Preventive Actions (CAPA), root-cause investigations, and data-driven improvement cycles.
• Advocate for Lean methodologies, Six Sigma principles, and digital-enablement tools to boost throughput, reduce waste, and enhance decision-making.
• Reinforce regional quality governance structures and standardize best practices across multiple sites.

Collaboration & Risk Mitigation

• Forge strong partnerships with Engineering, Supply Chain, Manufacturing, Commercial, and Global Quality teams to align on shared goals.
• Contribute strategic input to key business moves, including new product rollouts and geographic expansion.
• Take charge of high-stakes quality or customer crises, acting decisively to protect brand reputation and minimize operational disruption.

Requirements

• Education: Bachelor’s degree (or higher) in Engineering, Quality Management, Business Administration, or a closely related field.
• Experience: At least 15 years in senior-level roles within Quality, Customer Experience, or Operations, with demonstrable exposure to regional or multi-country responsibilities.
• Track Record: Proven ability to lead diverse, cross-functional teams in a large, matrixed corporate environment.
• Technical Depth: Deep familiarity with quality management systems, manufacturing processes, supplier oversight, regulatory landscapes, and contemporary customer experience models.
• Industry Preference: Background in industrial equipment, HVAC, heavy manufacturing, or analogous sectors is highly advantageous.
• Core Competencies: Exceptional strategic thinking, analytical rigor, persuasive communication, and polished stakeholder engagement skills.