Darigold is looking for a Sr. Manager of Customer & Supplier Quality which is a strategic role
within Darigold’s Quality organization. This role will contribute to the company's success by
maintaining a highly effective process for Customer/Consumer complaint management in
collaboration with the sales team on one hand and by building and executing a robust supplier
quality management system in collaboration with the procurement team on the other.

What You Will Do: Customer Quality Management
• Contributes to Darigold’s success by ensuring the highest standards of
customer/consumer trust by maintaining a highly effective customer/consumer
complaint management system.
• Ensures that all feedback (praise/comment/question/complaint) and from all sources
(phone/emails/letter/website/social media etc.) is captured & correctly classified as per
Darigold classification rules.
• Manages the daily process of reviewing & updating the complaint database, assigning
quality complaints to the manufacturing plant for investigation, and tracking complaint
investigation status.
• Helps draft and approve customer response letters in collaboration with Sales &
Quality teams.
• Leads regular meetings with plants to drive action on complaints.
• Completes monthly, quarterly, and annual complaint reporting and distributes to
Darigold management.
• Analyzes, trends, and generates insights from the complaints database to identify
improvement opportunities.
• Ensures that the complaints management process is understood by all stakeholders. Makes
recommendations for improvement where necessary.
• Assist with the completion of customer-related documentation requests.
• Other responsibilities related to building customer/consumer trust.

What You Will Do:

• Lead the supplier quality assurance function.
  • Develop/update the Darigold Supplier Expectations Manual.
  • Define quality/food safety/regulatory requirements for selection, approval &
  management of suppliers.
  • Request, organize, and manage packaging and ingredient-related information from
  vendors.
  • Organize and manage food safety and quality audits of ingredient and packaging
  suppliers for qualification of new suppliers and conduct ongoing supplier capability
  assessments by on-site visits to verify supplier’s performance.
  • Assure the effectiveness of the corrective and preventative action process at suppliers.
  • Develop and maintain suppliers' KPIs to demonstrate improvement and competitiveness
  over time.
  • Develop and maintain ingredient risk assessments, supplier KPIs, and auditing schedules.
  • Provide directions to suppliers to drive continuous improvement on their quality
  systems based on findings and observations from audit reports, complaints, nonconformances, and market data.
  • Assure the effectiveness of the corrective and preventative action process within the
  framework of the Darigold Supplier Expectations Manual.
  • Track and follow up on non-conformance issues with respective suppliers for corrective
  actions, prevention plans, and continuous improvement.
  • Successfully engage with cross-functional teams such as R&D, Product Development and
  Procurement, towards selection and management of suppliers.
  • Other responsibilities related to driving supplier quality management.

What You Bring:

• Bachelor’s Degree in a science-based field (e.g. Biology, Microbiology, Food Science);
  Advanced degree preferred.
  • Seven to 10 years of combined Customer/Supplier Quality management experience in
  dairy, food, pharmaceutical, or related manufacturing industries.
  • Experience with both consumer and customer complaint management processes.
  • Experience with Supplier Quality Assurance or Process Quality Audit - Auditor
  certification or equivalent.
  • An advanced understanding of quality systems with an emphasis on auditing
  suppliers/vendors• Effective analytical, negotiation, problem-solving, and excellent communication skills,
  attention to detail, and ability to work independently.
  • Organizational skills and strong attention to detail within a fast-paced environment.
  Demonstrated track record of working successfully across functions to achieve shared
  goals, and proven ability to interact cross-functionally.
  • Business acumen. Work effectively and influence all organizational levels. Strong,
  positive team leadership and collaboration skills. Ability to negotiate and maximize
  the effectiveness of resources and influence others internally and externally.
  • Ability to travel up to 30% domestically.
• Nice to Have’s
  A general understanding of manufacturing and quality assurance a plus.
  • Have or develop knowledge of dairy processing and dairy products including Darigold brands
  and products.
  • Familiarity with Supplier Quality management systems like Trace Gains and others.
  • Experience in a consumer care center/call center setting or managing a team in a consumer care
  center.
  Benefits of Working at Darigold
  We understand that as an employee, the benefits that support you and your family in and out of work
  are important. We are proud to offer eligible positions a competitive total rewards package – that
  includes:
  • Employer 401K contribution of up to 9%
  • Comprehensive medical, dental & vision benefits
  • Employer paid life & disability coverage
  • Paid time off and paid holidays
  • 8 weeks of paid parental leave
  • Education assistance
  • Employee assistance program
  • Flexible hybrid working arrangement where applies (up to 2 days/week after initial 90 days and approval by the hiring manager and HR 
• Compensation range: $128,077-$176,106 (individual wage based on previous experience, knowledge and skills)

Our Commitment to Diversity

Achieving our vision to Lead Dairy Forward requires cultivating and supporting a team with varying backgrounds, experiences, and perspectives. We are committed to providing a workplace based on mutual respect where all employees feel included and can bring their best and authentic selves to work every day. We are proud to be an Equal Opportunity Employer and Affirmative Action Employer. We welcome all qualified applicants without regard to race, color, national origin, sex, gender identity and expression, age, sexual orientation, veteran status, disability, marital status, creed, religion, genetic information or any other characteristic protected by federal, state, or local law. As a condition of employment applicants offered a role will be required to successfully pass our pre-employment background screen, receive a negative drug screen result & confirm eligibility to work in the U.S. We participate in E-Verify - please follow the links for details, English / Spanish & view our Right to Work Statement, English / Spanish.