Program Quality Manager
Vertiv · Zagreb
We are currently looking for a Program Quality Manager to join our dynamic team in Zagreb, Croatia!
The Program Quality Manager serves as the primary Quality Point of Contact for assigned strategic customers and programs, providing one aligned Quality interface across all projects, BUs, plants, suppliers, sites, and functions supporting the customer. The role owns the customer quality relationship and Voice of Customer, leads customer quality governance, drives customer confidence, consolidates program quality performance, and leads to major customer quality escalations, recovery programs, and cross-project recurrence prevention. The Program Quality Manager works in close partnership with Project Quality Managers, who remain responsible for quality planning and execution within their individual projects, while the Program Quality Manager provides the customer and portfolio perspective across all projects supporting the strategic account.
What kind of work will you be doing?
- Serve as the primary Quality Point of Contact for assigned strategic customers and programs, ensuring one aligned Quality message across all projects, Business Units, plants, suppliers, sites, and functions supporting the customer.
- Own the customer quality relationship and Voice of Customer, translating customer expectations, feedback, concerns, and priorities into coordinated actions across the organization.
- Lead customer quality governance through executive reviews, customer scorecards, escalation reviews, and strategic account quality planning.
- Consolidate quality performance, customer commitments, risks, escalations, and improvement activities across all projects supporting the customer, and provide executive visibility through program quality reporting, dashboards, and executive reviews.
- Lead major customer quality escalations and recovery programs, ensuring effective containment, coordinated execution, clear ownership, and restoration of customer confidence.
- Govern customer-related 8D investigations and drive cross-project recurrence prevention by ensuring corrective actions, lessons learned, and improvement opportunities are systematically deployed and validated across all relevant projects supporting the customer.
- Coordinate cross-functional quality activities across the customer program to ensure alignment with customer commitments, recovery priorities, and strategic account objectives.
- Monitor execution of customer commitments, recovery actions, and improvement plans, and escalate risks, delays, ineffective actions, resource constraints, or decision-making gaps that may impact customer satisfaction or program quality performance.
- Support customer audits, executive quality reviews, and strategic quality improvement initiatives across all projects supporting the customer.
- Build effective relationships with customers and internal stakeholders, promote transparency, accountability, customer focus, and continuous improvement, and perform other duties as assigned by the supervisor.
Qualifications:
- Bachelor's or master's degree in Engineering, Quality Management, Operations, or a related technical field.
- Minimum 8 years of progressive experience in Quality Management, Customer Quality, Program Quality, Project Quality, Engineering, Operations, or a related customer-facing environment.
- Demonstrated experience managing strategic customer relationships, customer quality governance, customer escalations, and executive-level communication.
- Strong knowledge of structured problem-solving and quality improvement methods, including 8D, root cause analysis, corrective and preventive actions, risk management, and lessons learned.
- Experience coordinating quality activities across multiple projects, Business Units, manufacturing locations, suppliers, sites, and functions.
- Ability to interpret quality performance trends and translate customer requirements into improvement priorities and recovery actions.
- Strong customer relationship, communication, influencing, facilitation, negotiation, and stakeholder management skills.
- Ability to lead within a matrix organization and drive actions without direct authority.
- Fluent English and willingness to travel internationally.
- Proficiency in Microsoft Office applications, dashboards, reporting tools, and digital quality systems.
Preferred Qualifications:
- Quality-related certification such as ISO 9001 Lead Auditor, CQE, Lean Six Sigma, or equivalent.
- Experience supporting strategic accounts in infrastructure, industrial, construction, data center, or mission-critical environments.
- Experience with customer scorecards, executive business reviews, customer audits, and multi-project quality governance.
- Experience coordinating quality activities across multiple Business Units and regions.
Physical & Environmental Demands:
- Ability to work in office, factory, supplier, customer, commissioning, and active project-site environments.
- Ability to access operational and construction areas while using required personal protective equipment and complying with applicable HSE requirements.
Time Travel Required:
- 25% Program- and customer-dependent; frequent domestic and international travel may be required.
Who are we?
At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $6.9 billion in sales, a strong customer base and global reach spanning nearly 70 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.
What do we offer?
- Access to internal training and external development opportunities
- Coverage of public transportation costs
- UNIQA supplementary health insurance for added security
- Special occasion bonuses (Easter, Christmas, performance-based rewards, and child-related bonuses)
- Free annual health check-up to support your well-being (Croatia Osiguranje)
- Opportunity to sign up for a Multisport card for an active lifestyle
- Fresh fruit delivered 2 times per week for a healthy start to the week
- Referral bonuses as a thank-you for helping us grow our team
- Financial support for new parents with a non-taxable baby bonus
- Assistance in difficult times with a non-taxable allowance for the loss of an immediate family member
- Professional development through mentorship and training
- International teams and dynamic environment
- Contribution to projects of high technical complexity with modern technical challenges
- Full creative and professional freedom
- Flexible working hours
- Positive, casual, friendly, team-based working atmosphere
- Focus on competence development
If YOU are the person we are looking for, feel free to apply and let's start drafting your future career into a healthy and growing environment!
The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.
OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.
OUR STRATEGIC PRIORITIES
- Customer Focus
- Operational Excellence
- High-Performance Culture
- Innovation
- Financial Strength
OUR BEHAVIORS
- Own It
- Act With Urgency
- Foster a Customer-First Mindset
- Think Big and Execute
- Lead by Example
- Drive Continuous Improvement
- Learn and Seek Out Development
#LI-JŠ1
We are currently looking for a Program Quality Manager to join our dynamic team in Zagreb, Croatia! The Program Quality Manager serves as the primary Quality Point of Contact for assigned strategic customers and programs, providing one aligned Quality interface across all projects, BUs, plants, suppliers, sites, and functions supporting the customer. The role owns the customer quality relationship and Voice of Customer, leads customer quality governance, drives customer confidence, consolidates program quality performance, and leads to major customer quality escalations, recovery programs, and cross-project recurrence prevention. The Program Quality Manager works in close partnership with Project Quality Managers, who remain responsible for quality planning and execution within their individual projects, while the Program Quality Manager provides the customer and portfolio perspective across all projects supporting the strategic account.