Starkey Hearing Technologies
Principal Customer Quality Leader
Starkey Hearing Technologies, Eden Prairie, Minnesota, United States, 55344
Starkey is currently seeking a highly motivated and curious Principal Quality Leader to execute initiatives behind the scenes. This position is responsible for development, analysis and management of customer quality Key Performance Indicators and Quality Metrics, aligned with business improvement goals. This position may oversee large business improvement projects through the application of Lean Six Sigma and project management tools, ensuring connection to business objectives and substantiated by concrete analytics. This position has a strong emphasis on Lean management, high quality, zero waste and continuous improvement, the cornerstones of the Lean Six Sigma approach.
Starkey Hearing Technologies is a privately held, global hearing technology company headquartered in Eden Prairie, Minnesota. Founded in 1967, Starkey is known for its innovative design, development and distribution of comprehensive digital hearing systems. Starkey is the only American-owned provider of hearing technologies. The company has more than 5000 employees globally, operates 26+ facilities and does business in more than 100 markets worldwide. Starkey's product Livio AI was named to TIME's list of the 100 Best Inventions of 2019.
This position ensures that the projects it leads increase the company's competitive advantage and financial performance. The ultimate goal of this team member is to produce projects that have substantial financial impact or substantial improvement in perceptual quality impact to our products. This position will utilize lean six sigma tools that focus on performance and show how an improvement in performance creates a benefit to the company in improved satisfaction or has direct financial impact.
This position requires a lean six-sigma black belt or willingness to achieve within first 6 months of role. A black belt is a full-time lean six sigma project team leader responsible for implementing process improvement projects within the business. A black belt is responsible for being the leader in measuring, analyzing, improving and controlling key processes that influence customer satisfaction. This position must have the ability to influence project teams and be comfortable managing and driving change without direct authority. This person in this position must be a clear and effective communicator at all levels of the organization. This position must be comfortable with facilitating lean six sigma job duties such as Kaizen and Rapid Improvement Events (RIEs) and overseeing process improvement projects.
JOB RESPONSIBILITIES/RESULTSDevelop, implement, standardize and monitor reporting methods used to track Key Performance Indicators and Quality Metrics, aligned with business improvement goals.Work with business functions to develop and implement data gathering techniques to identify and rank opportunities for continuous improvement in the areas of quality and customer satisfaction.Lead the delivery of large business improvement projects through the application of Lean Six Sigma and project management tools.Define potential projects to support the future growth of Starkey Hearing Technologies by identifying, quantifying and comparing project impact to customers, products and the business.Actively identify potential risks and issues relating to the delivery of projects. Manage a resolution process in a timely manner, only escalating major issues.Ensure data analytics align with projects to better serve our customers and establish Starkey as a "world class" quality organization.Act as the customer quality analytics expert to senior leadership.Maintain a culture of service within the Customer Quality Team.Drive customer quality process improvements and updates using objective data and a continuous improvement methodology.Offer technical expertise in the area of audiologic and technical troubleshooting.Ensure Customer Quality captures, manages and analyzes customer complaints to ensure quality in product, process and service, supporting post market surveillance needs and requirements in analytics and reporting.Global support and alignment.Other duties/responsibilities as assigned.
JOB REQUIREMENTSMinimum Education, Certification and Experience RequirementsBachelor's degree in business or equivalent experience in the hearing industry field.5+ years of Starkey tenure with a career history of utilizing lean six sigma and project management tools or 10+ years of external experience utilizing black belt certification knowledge and applications to improve organizational performance.Lean Six Sigma black belt certification preferred but not required. Must be willing to obtain.Experience working with and influencing stakeholders at a senior manager level.Ability to lead cross functional teams.Ability to influence without authority.
Knowledge/Technical RequirementsExpert knowledge of software systems including Microsoft Office applications.
Competencies, Skills & AbilitiesStrong Leadership and communication skills.Excellent problem solving, negotiation, conflict management and decision-making skills.Ability to organize and execute a plan and strategy.Excellent oral and written communication abilities; ability to function as a self-starter and without direct supervision.Ability to influence and impact internal and external customers diplomatically.Public speaking and training experience.
WORK CONTEXTWorking Conditions
- Normal office conditions; travel required.
Equipment Operation
- Normal office equipment.
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Starkey Hearing Technologies is a privately held, global hearing technology company headquartered in Eden Prairie, Minnesota. Founded in 1967, Starkey is known for its innovative design, development and distribution of comprehensive digital hearing systems. Starkey is the only American-owned provider of hearing technologies. The company has more than 5000 employees globally, operates 26+ facilities and does business in more than 100 markets worldwide. Starkey's product Livio AI was named to TIME's list of the 100 Best Inventions of 2019.
This position ensures that the projects it leads increase the company's competitive advantage and financial performance. The ultimate goal of this team member is to produce projects that have substantial financial impact or substantial improvement in perceptual quality impact to our products. This position will utilize lean six sigma tools that focus on performance and show how an improvement in performance creates a benefit to the company in improved satisfaction or has direct financial impact.
This position requires a lean six-sigma black belt or willingness to achieve within first 6 months of role. A black belt is a full-time lean six sigma project team leader responsible for implementing process improvement projects within the business. A black belt is responsible for being the leader in measuring, analyzing, improving and controlling key processes that influence customer satisfaction. This position must have the ability to influence project teams and be comfortable managing and driving change without direct authority. This person in this position must be a clear and effective communicator at all levels of the organization. This position must be comfortable with facilitating lean six sigma job duties such as Kaizen and Rapid Improvement Events (RIEs) and overseeing process improvement projects.
JOB RESPONSIBILITIES/RESULTSDevelop, implement, standardize and monitor reporting methods used to track Key Performance Indicators and Quality Metrics, aligned with business improvement goals.Work with business functions to develop and implement data gathering techniques to identify and rank opportunities for continuous improvement in the areas of quality and customer satisfaction.Lead the delivery of large business improvement projects through the application of Lean Six Sigma and project management tools.Define potential projects to support the future growth of Starkey Hearing Technologies by identifying, quantifying and comparing project impact to customers, products and the business.Actively identify potential risks and issues relating to the delivery of projects. Manage a resolution process in a timely manner, only escalating major issues.Ensure data analytics align with projects to better serve our customers and establish Starkey as a "world class" quality organization.Act as the customer quality analytics expert to senior leadership.Maintain a culture of service within the Customer Quality Team.Drive customer quality process improvements and updates using objective data and a continuous improvement methodology.Offer technical expertise in the area of audiologic and technical troubleshooting.Ensure Customer Quality captures, manages and analyzes customer complaints to ensure quality in product, process and service, supporting post market surveillance needs and requirements in analytics and reporting.Global support and alignment.Other duties/responsibilities as assigned.
JOB REQUIREMENTSMinimum Education, Certification and Experience RequirementsBachelor's degree in business or equivalent experience in the hearing industry field.5+ years of Starkey tenure with a career history of utilizing lean six sigma and project management tools or 10+ years of external experience utilizing black belt certification knowledge and applications to improve organizational performance.Lean Six Sigma black belt certification preferred but not required. Must be willing to obtain.Experience working with and influencing stakeholders at a senior manager level.Ability to lead cross functional teams.Ability to influence without authority.
Knowledge/Technical RequirementsExpert knowledge of software systems including Microsoft Office applications.
Competencies, Skills & AbilitiesStrong Leadership and communication skills.Excellent problem solving, negotiation, conflict management and decision-making skills.Ability to organize and execute a plan and strategy.Excellent oral and written communication abilities; ability to function as a self-starter and without direct supervision.Ability to influence and impact internal and external customers diplomatically.Public speaking and training experience.
WORK CONTEXTWorking Conditions
- Normal office conditions; travel required.
Equipment Operation
- Normal office equipment.
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