Customer Quality Manager

Customer Quality Manager

The Customer Quality Manager ensures consistent, defect-free delivery of electronic-grade chemicals to semiconductor customers by leading statistical process control, identifying process trends, driving corrective and preventive actions, and serving as the primary interface for customer quality communications and audits. This role partners closely with Commercial, Operations, R&D, Process Technology, and Supply Chain teams to reduce variation, strengthen the Quality Management System, and elevate customer satisfaction. This is an individual contributor leadership role requiring strong influence across functions.

Job Responsibilities:

• Serve as the primary quality point of contact for assigned semiconductor accounts, providing timely, technically sound responses to inquiries, deviations, and complaints.
• Lead structured problem solving with rapid containment, robust root cause analysis, and verified corrective and preventive actions.
• Prepare and deliver customer-facing quality metrics, including out-of-specification trends, SPC stability, and capability summaries for quarterly reviews and ad hoc requests.
• Build, maintain, and improve SPC coverage for critical production and quality control parameters, including control charts, capability studies, normality checks, and stability reviews.
• Partner with Manufacturing to establish and maintain Out-of-Control Action Plans that support consistent process control and timely issue resolution.
• Analyze production and quality data to identify trends, process drift, and seasonal effects; publish routine trend reports and predictive alerts.
• Translate data insights into process control improvements, specification updates, and change controls while supporting continuous improvement events focused on variation reduction.
• Communicate complex technical information clearly to customers, including batch and lot genealogy, capability summaries, method changes, and specification alignment.
• Coordinate and execute customer notifications for product or process changes in alignment with customer agreements and industry expectations.
• Plan, host, and lead responses for customer audits and quality surveys; ensure timely closure of findings with effective supporting evidence.
• Own or support key Quality Management System processes, including document control, nonconformance management, corrective action, risk management, FMEA, control plans, and management review inputs.
• Use statistical software, visualization tools, and ERP/LIMS platforms such as JMP, Power BI, and SAP to automate dashboards, SPC triggers, and report generation.
• Lead cross-functional quality initiatives across Manufacturing, R&D, Supply Chain, Process Technology, and Commercial teams.

Qualifications - Required:

• Bachelor's degree in Chemical Engineering, Chemistry, Statistics, or a related discipline required.
• Five or more years of experience in quality, process engineering, or manufacturing within specialty chemicals or semiconductor supply required.
• Proven customer-facing experience supporting technical quality inquiries, customer communications, audits, and issue resolution.
• Strong applied statistics experience, including control charts, capability analysis, measurement system analysis, hypothesis testing, regression/ANOVA, and practical SPC ownership.
• Hands-on experience preparing for and hosting customer audits, responding to findings, and maintaining audit-ready documentation.
• Working knowledge of ISO 9001, change control, document control, nonconformance management, and corrective/preventive action processes.
• Demonstrated ability to lead structured root cause investigations and drive corrective actions across cross-functional teams.

The successful candidate will have strengths in the following:

• Highly organized, detail-oriented, and disciplined in managing priorities, documentation, deadlines, and follow-through in a high-expectation customer environment.
• Strong commercial acumen with the ability to balance customer expectations, technical risk, operational constraints, and practical business outcomes.
• Comfortable managing ambiguity and making sound recommendations when technical, commercial, and customer requirements are not fully aligned.
• Clear, confident communication skills with the ability to translate complex quality data, process trends, and risk assessments into actionable customer and business insights.
• Strong stakeholder management skills with the ability to align Manufacturing, R&D, Commercial, Process Technology, Supply Chain, and customer teams without direct authority.
• Analytical and structured problem-solving skills with the ability to lead cross-functional root cause investigations and drive corrective actions to closure.

Milliken is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to actual or perceived race, color, creed, religion, sex or gender (including pregnancy, childbirth or related medical condition, including but not limited to lactation), sexual orientation, gender identity or gender expression (including transgender status), ancestry, national origin, citizenship, age physical or mental disability, genetic information, marital status, veteran or military status or any other characteristic protected by applicable law. To request a reasonable accommodation to complete a job application, pre-employment testing, a job interview, or to otherwise participate in the hiring process, please contact View email address on click.appcast.io.