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Customer Quality Manager


Baltimore/Washington D.C.


Manufacturing & Production


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Intralox is a division of Laitram, L.L.C., with an extensive portfolio of innovative conveyance solutions and services that improve lives and optimize businesses worldwide.  

Our global workforce of over 3,000 employees in 20+ countries consist of reliable problem solvers, continuously developing and directly delivering solutions that have driven our customers’ growth worldwide for more than 45 years.

Intralox was founded on the principle of doing the right thing, by treating customers, employees, and suppliers with honesty, fairness, and respect.  We invest heavily in these values and aim to practice our business philosophy principles every day, which is why we have been consistently recognized for innovation and workplace excellence. We believe in the power of a good idea no matter where it comes from, using trust as the foundation to how we work, and that self-managed people are our greatest asset.


  • Lead the development & deployment of the quality strategy for Intralox to maintain brand standards across all channels. Work with quality leadership on strategic vision & escalation matrix.
  • Develop and implement a quality functional organization structure capable of supporting strategic vision and lead the efforts to integrate quality into processes.
  • Build a competency of structured problem solving throughout the organization, leveraging appropriate quality tools based on the situation (DMAIC, Lean, 6-sigma, etc.)
  • Manage key customer quality related operational metrics and lead periodic reviews with cross functional teams to evaluate results and establish action plans to close the gaps in performance.
  • Own the Quality alert & escape management process. Ensure timely escalation & communication of customer quality escapes and work with cross functional teams to ensure compliance.
  • Demonstrated experience with the practical application of quality tools, 8D/DMAIC, Six Sigma, Lean manufacturing methodologies, Shainin/Red X method, etc.
  • Strong working knowledge of complex blueprint reading, statistical methods, problem solving, 5S/LPA, CAPA, SPC, APQP, MSA, GD&T, Customer QBRs, quality standards, quality audits and continuous improvement tools.
  • Represent the voice of the customer on quality related topics to improve and sustain customer quality satisfaction
  • Provide customer quality support by understanding customer quality requirements and expectations
  • Build up and maintain customer relationships, especially customers’ quality teams, to understand their needs and effective resolution to the issues
  • Identify potential improvement areas between customers’ expectations and Intralox’s performance and work with cross functional teams to make our customer successful
  • Review/update Quality Assurance Plans with respective customers. Drive closure of customer complaints and reduction of incoming customer complaint rate.
  • Assign customer complaints to respective departments and facilitate problem solving with those teams and drive effective closures
  • Analyze customer complaint data to determine issues that need RCCA and report out to leadership team in a timely manner
  • Identify training needs and development plans for team, SMART goals setting and conduct performance review and define succession plans.
  • Coach and mentor individuals and teams on designated process, product, and data owners to measure, manage and improve processes. Supervise Plant Quality Engineering team.
  • Support other strategic quality initiatives to achieve business objective and quality organizational goals as assigned.


  • Engineering degree with 15 years of experience in manufacturing environment with 7 years in quality transformation leadership role.
  • Exceptional people leader who embraces diversity and inclusion with successful experiences leading transformational change at all levels.
  • Passionate leader Change agent with strong credibility and influence in the organization.
  • Self-motivated to achieve results through teamwork and collaboration, drive results through managing teams to success, in addition to partnering with others to achieve results.
  • Ability to work fast faced environment to handle multiple competing tasks and demands.
  • Strong communication skills, oral, written and presentation.
  • Strong organization, planning and time management skills to achieve results.
  • Strong personal and professional ethical values and integrity.
  • Proficient in Microsoft office programs.  Minitab, Dashboards, Visual Factory, Power BI, Tableau, ERP, PLM tools and data bases interactions a plus.
  • Lean six sigma black belt certification and certified quality auditor a plus.