Principal Customer Quality Leader
 Starkey Hearing Technologies | |
 United States, Minnesota, Eden Prairie | |
 Nov 16, 2024 | |
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Description
Starkey is currently seeking a highly motivated and curious Principal Quality Leader to execute initiatives behind the scenes. This position is responsible for development, analysis and management of customer quality Key Performance Indicators and Quality Metrics, aligned with business improvement goals. This position may oversee large business improvement projects through the application of Lean Six Sigma and project management tools, ensuring connection to business objectives and substantiated by concrete analytics. This position has a strong emphasis on Lean management, high quality, zero waste and continuous improvement, the cornerstones of the Lean Six Sigma approach. Here's a video about how Starkey is redefining the hearing healthcare industry, which features 13 employees: https://www.youtube.com/watch?v=Rujbz9DCoI8 This position is responsible for development, analysis and management of customer quality Key Performance Indicators and Quality Metrics, aligned with business improvement goals. This position may oversee large business improvement projects through the application of Lean Six Sigma and project management tools, ensuring connection to business objectives and substantiated by concrete analytics. This position has a strong emphasis on Lean management, high quality, zero waste and continuous improvement, the cornerstones of the Lean Six Sigma approach. This position ensures that the projects it leads increase the company's competitive advantage and financial performance. The ultimate goal of this team member is to produce projects that have substantial financial impact or substantial improvement in perceptual quality impact to our products. This position will utilize lean six sigma tools that focus on performance and show how an improvement in performance creates a benefit to the company in improved satisfaction or has direct financial impact. This position requires a lean six-sigma black belt or willingness to achieve within first 6 months of role. A black belt is a full-time lean six sigma project team leader responsible for implementing process improvement projects within the business. A black belt is responsible for being the leader in measuring, analyzing, improving and controlling key processes that influence customer satisfaction. This position must have the ability to influence project teams and be comfortable managing and driving change without direct authority. This person in this position must be a clear and effective communicator at all levels of the organization. This position must be comfortable with facilitating lean six sigma job duties such as Kaizen and Rapid Improvement Events (RIEs) and overseeing process improvement projects. JOB RESPONSIBILITIES/RESULTS - Develop, implement, standardize and monitor reporting methods used to track Key Performance Indicators and Quality Metrics, aligned with business improvement goals. - Work with business functions to develop and implement data gathering techniques to identify and rank opportunities for continuous improvement in the areas of quality and customer satisfaction. o Develops and uses clear criteria for guiding decisions. o Identifies cause and effect relationships and root causes. o Understands and evaluates numerical data, tables, charts, or graphs to get to the cause of the problem. o Performs calculations and combines quantitative information in order to diagnose and solve a problem. - Lead the delivery of large business improvement projects through the application of Lean Six Sigma and project management tools. o Quickly understands and uses processes, technologies and ideas that are continually being updated. o Learns highly complex information regarding a product or operation. - Define potential projects to support the future growth of Starkey Hearing Technologies by identifying, quantifying and comparing project impact to customers, products and the business. Actively manage the prioritization process of recommended projects and participate in prioritization of overall customer quality project roadmap. - Actively identify potential risks and issues relating to the delivery of projects. Manage a resolution process in a timely manner, only escalating major issues. - Ensure data analytics align with projects to better serve our customers and establish Starkey as a "world class" quality organization o Ensure data analytics provide an impact measurement and establish outcome expectations. o Foster relationships across the organization to encourage discussion and evaluation of best practices for continuous improvement in the area of quality. - Act as the customer quality analytics expert to senior leadership o Work with other departments as necessary to ensure customer quality goals and performance align with company expectations - Maintain a culture of service within the Customer Quality Team o Lead from the front, clearly demonstrating the four pillars of the Starkey Way: attitude, commitment, integrity and selflessness approach. - Drive customer quality process improvements and updates using objective data and a continuous improvement methodology o Ensure program and facility performance measurements are directly related to improving customer quality o Standardize customer quality processes including test plan development, test documentation, test metrics, best practices, reporting and visibility. o Facilitate achievement of business objectives using risk-based approach while ensuring customer quality is represented - Offer technical expertise in the area of audiologic and technical troubleshooting - Ensure knowledge management system is accurate, maintained, searchable, stable, and easily accessible to departments outside of customer quality. - Ensure Customer Quality captures, manages and analyzes customer complaints to ensure quality in product, process and service, supporting post market surveillance needs and requirements in analytics and reporting. - Global support and alignment o Intentionally look for ways to share learning, communicate and guide international customer quality global analytics. - Other duties/responsibilities as assigned JOB REQUIREMENTS Minimum Education, Certification and Experience Requirements - Experience o 5+ years of Starkey tenure with a career history of utilizing lean six sigma and project management tools or 10+ years of external experience utilizing black belt certification knowledge and applications to improve organizational performance. o Experience working with and influencing stakeholders at a senior manager level. o Ability to lead cross functional teams o Ability to influence without authority Knowledge / Technical Requirements - Expert knowledge of software systems including Microsoft Office applications Competencies, Skills & Abilities - Strong Leadership and communication skills - Excellent people leader with the ability to influence stakeholders at a senior manager level. - Flexibility - Innovativeness - Excellent problem solving, negotiation, conflict management and decision-making skills - Strategic thinker with proven project management skills - Excellent oral and written communication abilities; ability to function as a self-starter and without direct supervision - Ability to influence and impact internal and external customers diplomatically WORK CONTEXT Working Conditions Equipment Operation #LI-KS1 Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)
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