Customer Quality Experience & Continuous Improvement Lead

Customer Quality Experience & Continuous Improvement Lead

At ABB, we help industries outrun - leaner and cleaner. Here, progress is an expectation - for you, your team, and the world. As a global market leader, we'll give you what you need to make it happen. It won't always be easy, growing takes grit. But at ABB, you'll never run alone. Run what runs the world.

This position reports to :

CQE, CI and Quality Manager

The Customer Quality Experience & Continuous Improvement Lead will be responsible for ensuring customers receive high-quality experience and orchestrating the response. This role will establish and maintain a customer focused quality culture within the US Industries team by assuring and controlling quality with systems, tools and teams to exceed customer expectations while ensuring sustainable operations. The Lead will oversee developing and maintaining the Quality Management System of the Business Line supported and for the US Robotics Sales processes. In addition to Quality, there will be a focus to drive increased profitability and efficiency of the business through implementing CI actions to increase operational efficiency and excellence. The work model for the role is : #LI-Hybrid in Auburn Hills, MI.

Your Role and Responsibilities :

• Voice of the Customer : Ensures the customer voice is represented by incorporating insights from NPS, issues, and complaints. Establishes and leads follow-up processes to drive timely, thorough resolution across the organization.
• Quality Governance : Supports development and implementation of quality management policies, processes, and work instructions to meet customer and management expectations. Evaluates business management systems for effectiveness, driving standardization and consistent execution of customer requirements.
• Quality Assurance & Compliance : Prevents product and service defects by performing audits and analyzing quality data to identify risks and non-conformances. Ensures root cause analysis and corrective / preventive actions are implemented and closed effectively.
• Continuous Improvement : Leads key improvement projects focused on customer experience and cost savings. Organizes cross-functional teams to share best practices, solve problems, and maximize knowledge utilization.
• Quality Control : Supports development and maintenance of internal control processes to meet stakeholder requirements. Leads the non-conforming material process and database, and supports internal / external audits to ensure quality control and certification compliance.
• Quality Culture Development : Acts as a change agent to promote quality culture, partnering with leaders and CQE Managers. Builds organizational competence in Six Sigma, Lean, and Kaizen to strengthen continuous improvement capabilities.

Our teams support each other, collaborate, and never stop learning. Everyone brings something unique, and together we push ideas forward to solve real problems. Being part of our team means your work matters - because the progress we make here creates real impact out there.

Qualifications for the role :

We give you the space to lead, the support to grow, and the chance to make a difference. Whether you're solving problems, building something new, or helping others succeed, your impact is real. You'll be part of a team that values your voice and celebrates your progress.

Benefits : Our benefits? Competitive, comprehensive, and crafted with you in mind.

ABB Robotics & Discrete Automation Business area provides robotics, and machine and factory automation including products, software, solutions and services. Revenues are generated both from direct sales to end users as well as from indirect sales mainly through system integrators and machine builders.

ABB is an Equal Employment Opportunity and Affirmative Action employer for protected Veterans and Individuals with Disabilities at ABB. All qualified applicants will receive consideration for employment without regard to their sex (gender identity, gender expression, sexual orientation), marital status, citizenship, age, race and ethnicity, inclusive of traits historically associated with race or ethnicity, including but not limited to hair texture and protective hairstyles, color, religious creed, national origin, pregnancy, physical or mental disability, genetic information, protected Veteran status, or any other characteristic protected by federal and state law.

For more information regarding your (EEO) rights as an applicant, please visit the following websites :

As an Equal Employment Opportunity and Affirmative Action Employer for Protected Veterans and Individuals with Disabilities, applicants may request to review the plan of a particular ABB facility between the hours of 9 : 00 A.M. - 5 : 00 P.M. EST Monday through Friday by contacting an ABB HR Representative at 1-888-694-7762. Protected Veterans and Individuals with Disabilities may request a reasonable accommodation if you are unable or limited in your ability to use or access ABB's career site as a result of your disability. You may request reasonable accommodations by calling an ABB HR Representative at 1-888-694-7762 or by sending an email to US-AskHR@abb.com. Resumes and applications will not be accepted in this manner.