VP of Quality and Customer Experience

VP of Quality and Customer Experience

Join to apply for the VP of Quality and Customer Experience role at TSI Incorporated

Do you want to help to make the world a better place? Join our team! At TSI our vision is to create a better world by helping to protect people, products and the environment. We are proud of the wide range of solutions we provide that solve our customer’s problems around the world. From helping to ensure worker safety and understanding air quality to supporting complex highly technical industries such as pharmaceuticals manufacturing, semiconductor, and research customers, TSI employees are part of something special with a purpose.

• Develop and lead the quality vision, strategy, and roadmap aligned with corporate goals.
• Collaborate with executive leadership to promote a culture of quality and continuous improvement.
• Implement and maintain effective QMS in compliance with applicable standards (e.g., ISO 9001, FDA, GMP, AS9100).
• Ensure robust documentation, control, and reporting of quality activities.
• Ensure company-wide compliance with all relevant regulatory and industry standards.
• Lead preparation for internal, customer, and third-party audits and inspections.
• Partner with customer service and operations to resolve quality issues.
• Monitor customer feedback and quality KPIs to improve product/service quality through the implementation of metrics and dashboards to monitor product and service quality performance.
• Develop and implement a comprehensive quality strategy aligned with business objectives.
• Oversee the development and execution of quality policies, systems, and procedures, including quality assurance (QA) programs across operations, manufacturing, product development, and service delivery.
• Lead root cause analysis and corrective action planning for quality issues.

• Define and evolve the customer experience vision and strategy across all channels and touchpoints.
• Champion the voice of the customer across the organization.
• Lead, inspire, and grow high-performing customer-facing teams, including customer support, customer success, and experience design.
• Collaborate cross-functionally with Product, Marketing, Sales, and Operations to improve end-to-end customer journeys, enhance customer experience strategies, and close experience gaps.
• Establish robust mechanisms for collecting and analyzing customer feedback (e.g., NPS, CSAT, customer surveys).
• Use data to identify pain points and drive continuous improvement.
• Establish KPIs and analytics to track customer satisfaction, retention, and loyalty.
• Oversee implementation of customer support tools, CRM systems, and self-service platforms.
• Evaluate and leverage AI, automation, and analytics to enhance efficiency and satisfaction.

• Provide leadership to the service business across the whole TSI global portfolio that includes service, repair, calibration, and field service, providing strategic direction and guidance, in alignment with TSI’s growth strategy.
• Drive top-line growth and improve customer experience by deploying a consistent services framework and process.
• Ensure a high level of customer satisfaction is met by way of customer requirements for technical service and support.
• Evaluate service requirements of the installed base and maintain proper resource allocation to ensure satisfactory customer response.

• Build, mentor, and lead high-performing quality, customer service, and service teams.
• Collaborate with product, engineering, operations, and support teams to ensure customer-centric thinking and continuous improvement.
• Champion a culture of quality, accountability, and customer advocacy at all levels of the organization.
• Present insights and strategies to the executive team and board of directors.

• Bachelor’s degree in Business, Engineering, Quality Management, or related field.
• 10+ years of progressive experience in quality management and/or customer experience, with at least 5 years in a senior leadership role.

• Master's Degree or MBA.
• Strong knowledge of QA methodologies, customer experience best practices,…