Customer Quality Manager

The Customer Quality Engineering Manager at Hyper Solutions is responsible for leading Hyper’s customer quality function and ensuring effective resolution of product and service quality issues impacting customers. This role oversees customer complaint management, root cause investigations, and corrective actions to improve product performance and customer satisfaction.

This position plays a critical role in protecting customer relationships and strengthening product reliability as Hyper scales. The Customer Quality Engineering Manager works cross-functionally with service, engineering, operations, and sales teams to resolve issues quickly, reduce recurring problems, and implement long-term improvements.

• Lead the Customer Quality Department and oversee resolution of customer-reported quality issues.
• Manage customer complaint investigations and ensure timely resolution of quality concerns.
• Lead root cause analysis investigations in partnership with engineering and operations teams.
• Implement corrective and preventive actions to reduce recurring product or service quality issues.
• Monitor customer complaint trends and drive improvement initiatives to improve product performance.
• Partner with service, engineering, and sales teams to ensure effective communication and resolution of customer concerns.
• Represent Hyper in customer discussions related to quality issues when required.

• Quantify the financial impact of customer quality issues and support improvement initiatives.
• Develop and maintain reporting systems and dashboards to track customer quality metrics.
• Manage multiple quality investigations and projects simultaneously in a fast-growing environment.
• Support continuous improvement initiatives related to product reliability and customer satisfaction.
• Provide leadership, mentoring, and direction to the customer quality team.

• Reviewing customer complaints and coordinating investigations with engineering and service teams.
• Leading root cause analysis using structured problem-solving methodologies.
• Tracking corrective actions and ensuring resolution timelines are met.
• Monitoring quality trends and identifying systemic improvement opportunities.
• Communicating issue status and corrective actions to internal teams and customers.
• Preparing reports and dashboards for leadership review.

• Bachelor’s degree in Engineering, Quality, Manufacturing, or related technical field.
• Experience managing customer quality issues and complaint resolution in technical or manufacturing environments.
• Experience leading root cause investigations and implementing corrective actions.
• Experience working cross-functionally with service, engineering, and sales teams.
• Strong analytical, problem-solving, and project management capabilities.

• Experience using structured quality tools such as 8D, 5 Whys, Fishbone diagrams, FMEA, Pareto analysis, PDCA, or SPC.
• Experience supporting infrastructure, manufacturing, or technical product environments.
• Experience building quality reporting systems and dashboards.

Hyper Solutions is building next-generation infrastructure solutions for rapidly growing data center and compute environments. This role provides the opportunity to work closely with engineering, service, and operations teams to improve product reliability and strengthen customer partnerships.

You’ll play a key role in solving complex customer issues, driving product improvements, and building scalable quality systems as Hyper continues to grow. Hyper offers competitive benefits, including medical, dental, vision, and 401(k), along with opportunities for career advancement.

Onsite in Richmond, VA, or remote, depending on candidate location and business needs.

Expected travel up to 30% annualy.

The anticipated minimum hiring range for this role is $125,000 -$135,000 per year. Actual salary varies due to factors that may include but not limited to relevant experience, skills, certifications, and location. This hire will be eligible for a discretionary bonus or incentive compensation. Variable compensation may depend on various factors, such as individual and organizational performance.

Hyper Solutions is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other protected status under applicable laws.