Senior Manager Customer Quality Excellence

Itron is innovating new ways for utilities and cities to manage energy and water. We create a more resourceful world to protect essential resources for today and tomorrow. Join us.

The Senior Manager, Customer Quality Excellence is responsible for managing the interface between customers, Sales, and internal product teams regarding quality, performance, and reliability issues across hardware devices, embedded firmware, and data-driven applications used in water, electricity, and gas metering solutions. This role ensures structured, timely, and transparent communication of customer-reported issues and internal corrective actions within an ISO 9001 Quality Management System. The position is critical to maintaining customer trust in field-deployed smart metering systems, ensuring visibility into issue resolution progress, and aligning expectations between customers and internal engineering and quality teams. This role is key in communicating investigation status, corrective actions, deployment plans, and effectiveness validation updates to customers and Sales stakeholders.

Duties & Responsibilities:

Serve as primary point of contact for customer-reported quality issues across all business units.

Track critical field issues and customer complaints.

Communicate issue status, containment, and resolution timelines to customers and Sales.

Assist in translating technical updates into customer-facing communication.

Lead Corrective Action Communication & Coordination

Communicate corrective action status, release plans, and validation outcomes.

Partner with Sales teams for consistent customer messaging.

Facilitate escalation communications.

Participate in quality review meetings.

Ensure complaint handling meets ISO 9001 requirements.

Maintain audit-ready documentation of customer issues and communications.

Assist in the review of customer-facing reports and dashboards.

Represent the company in industry forums and quality-related conferences to stay abreast of emerging trends and best practices.

Required Skills & Experience:

BS in Technical Discipline such as engineering, science, math

15+ years in Customer Quality, Field Quality, or Technical Support.

ISO 9001 experience required.

Ability to translate technical updates into customer messaging.

Understanding of firmware/hardware lifecycle.

Strong organizational and documentation skills.

Timely and accurate communication of customer issues.

Proven leadership in driving organizational transformation through visible leadership and influence.

Preferred Skills & Experience:

ISO 9001 Lead Auditor Certification or Certified Quality Auditor (CQA) designation.

Experience in IoT, smart metering, utilities, or industrial systems preferred.

Experience with hardware, firmware, and cloud/data systems.

Experience in leading quality initiatives in a highly regulated industry, such as aerospace, automotive, or medical devices.

Itron is committed to building an inclusive and diverse workforce and providing an authentic workplace experience for all employees. If you are excited about this role but your past experiences don't perfectly align with every requirement, we encourage you to apply anyway. In the end, you may be just who we are looking for!

The successful candidate's starting wage will be determined based on permissible, non-discriminatory factors such as skills and experience.

Itron is transforming how the world manages energy, water and city services. Our trusted intelligent infrastructure solutions help utilities and cities improve efficiency, build resilience and deliver safe, reliable and affordable service. With edge intelligence, we connect people, data insights and devices so communities can better manage the essential resources they rely on to live. Join us as we create a more resourceful world: www.itron.com