Sr. Manager Customer Complaint Management

Sr. Manager, Customer Quality LOCATION: Hyderabad, India Purpose of Position Customer Quality Manager acts as the voice of the customer within the plant, ensuring robust handling of customer complaints, field issues, and requests while driving systemic prevention. The role focuses on improving customer satisfaction, product reliability, and confidence through structured problem solving, strong cross‑functional collaboration, and transparent communication with internal and external stakeholders Key Responsibilities: Customer Advocacy & Satisfaction Act as the primary customer advocate within the plant for all customer quality topics. Own customer experience metrics such as CNPS, FFR, DCR, CR, RTA, PIQ, Field Failure Rate (PPM) and drive continuous improvement actions. Ensure timely and effective communication with customers, Front Office, and Service teams on complaints and request Complaint Management & Technical Analysis Lead end‑to‑end management of customer complaints, ensuring resp...