Vice President Customer Experience & Quality
No salary listed
Expert
Bachelor's
Singapore
In Person
Manufacturing Quality & TestQuality Engineering, Validation, Compliance & Quality Systems
About the job
Requirements
- A bachelor's degree or above in Engineering, Quality Management, Business, or a related field is required.
- At least 15 years of experience in quality, customer experience, or related functions, including regional leadership experience, is required.
- A proven track record leading large, cross-functional teams in a matrix organization is required.
- Strong understanding of quality systems, manufacturing quality, supplier quality, regulatory requirements, and customer experience frameworks is required.
- Strong analytical, problem-solving, and decision-making capabilities are required.
- Excellent communication and stakeholder management skills, with the ability to influence senior leadership, are required.
- Fluency in English is required.
Responsibilities
- Define and implement the APAC customer experience and overall quality strategy aligned with global Quality and regional business objectives.
- Lead and develop a high-performing regional quality and customer experience organization.
- Act as a key advisor to senior leadership on quality performance, customer satisfaction, and risk management.
- Drive end-to-end customer experience initiatives across the customer journey from pre-sales to after-sales.
- Establish key performance indicators and governance for customer satisfaction, including Net Promoter Score and voice-of-customer insights.
- Identify key customer pain points and lead cross-functional improvement initiatives.
- Ensure compliance with applicable quality standards, regulations, and certifications across APAC markets.
- Oversee quality assurance processes, audits, and continuous improvement programs.
- Drive product reliability and quality performance to meet technical specifications and customer expectations.
- Lead root cause analysis and corrective and preventive action programs.
- Drive Lean, Six Sigma, and continuous improvement initiatives across the region.
- Strengthen quality systems, processes, and digital tools to improve efficiency and transparency.
- Partner with Engineering, Manufacturing, Supply Chain, and Commercial teams to ensure quality and customer experience alignment.
- Collaborate with global teams to localize best practices for APAC markets.
- Support critical business initiatives such as new product introduction and key market expansion.
- Manage high-impact quality and customer issues across the region.
- Establish escalation mechanisms and ensure timely resolution of critical cases.
- Monitor and mitigate operational and reputational risks.
Desired Qualifications
- Experience in industrial, HVAC, manufacturing, or related industries is highly preferred.
- Mandarin is a plus for APAC regional collaboration.
About the company
Johnson Controls transforms environments where people live, work, learn, and play by providing smart, healthy, and sustainable buildings. It offers comprehensive digital solutions through its OpenBlue platform, serving healthcare, education, data centers, airports, stadiums, manufacturing, and government sectors with a portfolio of building technology, software, and services focused on efficiency, safety, and sustainability. The company operates in more than 150 countries with about 100,000 experts and aims to reimagine building performance to benefit people, places, and the planet.
Company Size
10,001+
Company Stage
IPO
Headquarters
Cork, Ireland
Founded
1885
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Simplify's Take
What believers are saying
- Q3 2026 sales hit $6.6 billion; organic growth reached 10%, lifting margins.
- Record backlog reached $21 billion in July 2026, fueled by data-center orders.
- JCI closed Alloy and Nantum in 2026, expanding OpenBlue and cooling capabilities.
What critics are saying
- A 2026 HVAC price-fixing lawsuit names JCI alongside Bosch, Carrier, Trane, and others.
- The 2024 restructuring plan still targets $400 million costs through fiscal 2027.
- PFAS, asbestos, and environmental liabilities persist after the June 2026 Wisconsin settlement.
What makes Johnson Controls unique
- OpenBlue now embeds Nantum AI’s occupancy-based HVAC optimization across air and water systems.
- Alloy Enterprises gives JCI proprietary liquid-cooling components for AI data centers.
- Johnson Controls sells mission-critical service and controls across 150 countries, creating sticky installed-base revenue.
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Benefits
- Company Vehicle
- Health Insurance
- Dental Insurance
- Vision Insurance
- Health Savings Account/Flexible Spending Account
- Life Insurance
- Disability Insurance
- 401(k) Company Match
- Employee Referral Bonus
- Wellness Program
- Employee Assistance Program
- Paid Vacation