Head of Quality & Customer Experience

LMI Aerospace; Saint Charles (MO); Hybrid; USD 140,000 - 190,000; Full time

Benefits offered by this job

401(k) match

Medical insurance

Dental insurance

Vision insurance

Life insurance

Paid holidays

Paid time off

Short-term disability

Long-term disability

Employee assistance program

Wellness program

Tuition assistance

Job summary

Sonaca North America seeks a dynamic Head of Quality Customer Satisfaction to be the primary interface with our US customers on quality performance and satisfaction. You will drive customer confidence, lead actions across Operations, Engineering, Program Management, and Supply Chain, and ensure effective resolution of quality concerns across sites.

You will champion a customer-centric culture, manage complaints and escalations, and steer continuous improvement initiatives to strengthen long-term

Qualifications

• Master's degree in Engineering, Quality Management or a related discipline.
• Strong experience in Quality Management within regulated manufacturing environments.
• Proven track record in customer-facing quality roles and cross-functional leadership.
• Experience engaging with North American/US customers is highly desirable.
• Fluent in English, written and spoken; ability to travel internationally.

Responsibilities

• Act as the primary Quality senior focal point for assigned North American customers.
• Lead Customer Quality teams, set objectives, review performance, coach and develop talent.
• Manage customer complaints, quality concerns, and escalation processes.
• Coordinate root cause investigations and drive robust corrective actions.
• Monitor quality performance via scorecards, KPIs, and customer feedback.
• Drive continuous improvement to increase satisfaction and reduce escapes.
• Prepare and support audits, reviews, and senior management updates.

Skills

Quality management

Customer-facing

Leadership

Stakeholder management

Problem solving (8D, RCA, FMEA)

English language proficiency

Education

Master's degree in Engineering or Quality Management

Tools

Quality methodologies (8D, RCA, FMEA, APQP, Six Sigma, CAPA)

Job description

Sonaca North America seeks a dynamic Head of Quality Customer Satisfaction to be the primary interface with our US customers on quality performance and satisfaction. You will drive customer confidence, lead actions across Operations, Engineering, Program Management, and Supply Chain, and ensure effective resolution of quality concerns across sites.

You will champion a customer-centric culture, manage complaints and escalations, and steer continuous improvement initiatives to strengthen long-term