Senior Manager, Field Quality & Customer Experience

Blue Ops; Valdosta (GA); On-site; USD 140,000 - 200,000; Full time

Job summary

Blue Ops Inc. seeks a Senior Manager of Customer Service & Field Quality to lead post-delivery support for its autonomous maritime systems.

You will drive reliability improvements and serve as the bridge between customers and Engineering, Manufacturing, Marine Operations, and Quality teams. The role requires 8–10 years of leadership in customer operations, a strong quality toolkit (RCA/FMEA), and experience with warranty and RMAs.

Qualifications

• Bachelor's degree in engineering or related technical field required.
• MBA or MS in Quality, Engineering Management, Operations or related discipline preferred.
• 8–10 years of progressive leadership in CS, operations, or field service.
• Experience with warranty programs, RMAs, field actions, and RCA.
• Experience with complex autonomous/technical systems preferred.

Responsibilities

• Lead post-sale Customer Service and Technical Support across channels.
• Develop, implement, and improve SOPs for Tier 1–3 support and escalation.
• Establish and maintain scalable knowledge management system.
• Monitor cases, diagnostic logs, warranty claims, and field data.
• Lead RCA investigations (8D, 5-Why, FMEA).
• Coordinate FCAs, RMAs, and corrective actions with Engineering/Manufacturing.
• Develop field service standards, SLAs, and service quality targets.
• Build service performance dashboards and executive reports.

Skills

Customer service leadership

Root Cause Analysis

FMEA

Quality management

Project management

Stakeholder collaboration

Lean Six Sigma Green Belt

Education

Bachelor's degree in Engineering

Master's degree (MBA/MS in Quality/Engineering/Operations)

Tools

Salesforce Service Cloud

Zendesk

FSM platforms

ERP (SAP/Oracle)

Power BI

Tableau

Job description

Blue Ops Inc. seeks a Senior Manager of Customer Service & Field Quality to lead post-delivery support for its autonomous maritime systems.

You will drive reliability improvements and serve as the bridge between customers and Engineering, Manufacturing, Marine Operations, and Quality teams. The role requires 8–10 years of leadership in customer operations, a strong quality toolkit (RCA/FMEA), and experience with warranty and RMAs.