Role located in our NEW Playa Vista, CA office
JOB SUMMARY:
The Director of Customer Experience (CX) and Quality Assurance (QA) will develop and deliver a “best in class” unified digital and quality customer experience across multiple touchpoints with the VinFast US website, applications, and vehicles.
This role will work alongside our CSO and product owners to understand our service mission and translate it into a meaningful physical and digital experience for our clients and internal stakeholders, while continuously improving and enhancing the customer experience from the behavior and voice of the customer.
RESPONSIBILITIES & KEY ACTIVITIES:
Leadership
Develop, lead, and execute strategic vision for holistic VinFast CX.
Lead CX and Quality organization towards continuous improvement culture while providing deliverables during VinFast development system Gate reporting Synthesize input from multiple sources and data points, including business and engineering teams, technology partners, and government regulatory bodies (NHTSA, CARB, EPA) to ensure our compliance and long-term commitment to zero defects and great client service Pan suitable and appropriate quality checkpoints, considering availability of SW & IT tools, HW resources, such as smartphones, tablets, and test vehicles, and cross-functional dependencies to craft and validate top-notch client journeys while launching a vehicle in highly regulated US market.
Develop and nurture highly effective collaborative relationships across Engineering, Product, Operations and Sales teams to deliver a world class support experience Communicate quality information throughout the organization by creating a cross functional team to drive a standardized quality reporting process Partner with our global and regional teams, product management and engineering teams on the exploration and execution of product developments to improve customer experience and vehicle product efficiencies
Process, Performance & KPIs
Collaborate on creation of vehicle validation test plan and E2E client journey UAT test plan Leverage data, partnerships, and technology to develop solutions that proactively report QA KPIs and SLAs related to highly regulated automotive industry, for external entities such as NHTSA, CARB and EPA, and internal stakeholders, like, Global Aftersales and Manufacturing Quality departments in Australia and Vietnam respectively Ensures that all quality and customer experience goals are met or exceeded and implement plans to close any identified gaps from expectations and to demonstrate continuous improvement.
Provide continuous improvement and lean culture development for the Quality, Tech Support and Digital Tech groups within Service division Through multinational and -cultural collaboration, define, coordinate, and implement a Quality Management System that ensures the US market’s seamless integration into global operations processes Ensure that our Quality Assurance organization has the capabilities to execute and collaborate on the quality targets and business strategies in our Quality Management System Ensure Quality Management System and all Regulatory compliance elements are in line with ISO 26262 Functional Safety Specifications and effectively implemented in all phases of the operations and engineering process Determine applicable quality standards and regulations and provide guidance and quality oversight to ensure ongoing compliance.
Develop departmental key performance indicators and analyze for opportunities to optimize department performance and improve customer experience Set SLA and procedures for the quality department to resolve product issues, ensuring staff adhere to expected practices and are customer obsessed with a goal of customer satisfaction.
Drive and measure to ensure service level expectations are met by staff
MINIMUM REQUIREMENTS:
Bachelor’s Degree in Computer Science, Electrical Engineering or Mechanical Engineering preferred 10+ years of experience leading large agile projects in a dynamic and regulated environment with demanding cost, timing, and customer considerations Quality Systems and/or Risk Management experience including primary responsibility for performance improvement activities, regulatory compliance, conflict resolution, leadership, and risk management activities Action-oriented, customer-focused, with familiarity of automotive industry quality requirements and demands Successful track record of working with cross-functional teams to deliver an integrated digital and/or QA experience Highly effective communication, presentation, and interpersonal skills Previous experience leading and participating in global teams preferred Previous experience in consumer goods with omni-channel experience delivering digitally connected consumer experiences through retail and ecommerce preferred Familiarity with Wi-Fi/LTE/GPS.
Travel required 25%, or more, in US and globally
Vinfast is an Equal Opportunity Employer that does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
All employment is decided based on qualifications, merit, and business need.