Director, Customer Experience – Quality

Johnson Controls

Director of Customer Experience & Quality overseeing quality management and customer experience in China. Collaborating with teams to enhance satisfaction and support business growth.

Posted 5/27/2026full-timeShanghai • 🇨🇳 ChinaLeadWebsite

About the role

Key responsibilities & impact

Develop and implement quality strategies for the China business line aligned with regional and global objectives
Establish and monitor quality KPIs, ensuring continuous improvement in product and service performance
Define and execute quality programs based on evolving customer requirements
Drive customer-centric initiatives to improve end-to-end customer experience
Leverage VOC (Voice of Customer) insights to identify gaps and drive improvement actions
Collaborate with Program Management, Product Engineering, and Supplier Quality to ensure quality alignment across the value chain
Oversee supplier quality performance and ensure compliance with company standards
Evaluate industry best practices and translate them into standardized procedures, policies, and quality frameworks
Lead and develop a high-performing quality and CX team

Requirements

What you’ll need

Bachelor’s degree or above in Engineering, Quality Management, Business, or a related field
Minimum 10+ years of relevant experience in quality management, customer experience, or related functions
Proven experience managing medium to large team size in a matrix organization
Strong knowledge of quality systems, supplier quality, and product development processes
Experience in manufacturing, HVAC, industrial, or related industries preferred
Solid background in continuous improvement methodologies (e.g., Lean, Six Sigma)
Strong problem-solving and analytical capabilities
Excellent communication and stakeholder management skills
Fluent in Mandarin and English

Benefits

Comp & perks

Health insurance
Professional development
Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

quality managementcontinuous improvementLeanSix Sigmaquality systemssupplier qualityproduct development processesKPI monitoringcustomer experience

Soft Skills

problem-solvinganalytical capabilitiescommunicationstakeholder managementteam leadership