Divisional Quality Manager - Claims

Avery Dennison Corporation (NYSE: AVY) is a global materials science and digital identification solutions company that provides a wide range of branding and information solutions that optimize labor and supply chain efficiency, reduce waste, advance sustainability, circularity and transparency, and better connect brands and consumers. Our products and solutions include labeling and functional materials, radio frequency identification (RFID) inlays and tags, software applications that connect the physical and digital, and a variety of products and solutions that enhance branded packaging and carry or display information that improves the customer experience. Serving an array of industries worldwide — including home and personal care, apparel, general retail, e-commerce, logistics, food and grocery, pharmaceuticals and automotive — we employ approximately 34,000 employees in more than 50 countries. Our reported sales in 2023 were $8.4 billion. Learn more at www.averydennison.com.

At Avery Dennison, some of the great benefits we provide are:

• Health & Wellness benefits starting on day 1 of employment
• Paid parental leave
• 401K eligibility
• Tuition reimbursement
• Employee Assistance Program eligibility / Health Advocate
• Paid vacation and Paid holidays

Avery Dennison, Label and Graphic Materials is seeking a Quality Manager to join the Divisional Quality Team in our headquarters office in Mentor, Ohio. The Manager will lead and provide direction to a team of Customer Quality Engineers to deliver world class quality services for Avery Dennison Customers internally and externally.  The primary goals include driving Employee Engagement, Safety, Customer Service, product quality and claims process improvements. This role reports to the Sr. Divisional Quality Manager.

Activities may include, but are not limited to:

• Work autonomously to Lead a Team of Customer Quality Engineers that enter, investigate and disposition Customer quality claims.

• Lead improvements in our claim handling processes to deliver and sustain high Customer satisfaction. 

• Develop and implement the critical leading metrics to report, monitor or adjust resourcing to deliver results 

• Lead and improve our Management for Daily Improvement (MDI) and other lean sigma tools and processes.

• Perform general management duties, exercising usual authority concerning Team, performance appraisals, promotions and performance management. Responsible for training and development employees, estimating resource/labor needs, assigning work, meeting completion dates, interpreting and ensuring consistent application of organizational policies. 

• Develop and maintain a succession plan for your Team

• Act as a team role model and change-agent. Positively lead and influence team members to partner together to achieve individual and business goals. Model and promote the Corporation’s Code of Business Ethics and Values

• Maintain compliance to the ISO9001 Quality Management System.  Create and implement new ISO procedures, work instructions and documents.

• Complete data analysis to determine root cause and to identify priority projects.

• Complete Corrective Action effectiveness reviews / audits

• When required work directly in the system to, complete claim entry, investigations such as lot trace to bring claims to closure 

• Partner with the  physical lab and the analytical lab to streamline processes

• Develop and execute cross-functional strategic initiatives to deliver against defined milestones

• Develop and lead a training process within the team.

• Audit claim entries to ensure accuracy for proper claim investigation 

• Speak directly with Customers to ensure a positive Customer experience during claim processing and to gain feedback on our processes and their experience. 

• Lead and resolve claim related issues with Customers, Sales leaders, Marketing, Customer Service, Manufacturing plants and suppliers

• Perform data analysis, lot trace and containment activities

• Provide vacation coverage for Sr. Quality Manager and DIV Quality Supervisor.

• BS degree in STEM, Mechanical, Chemical, or Industrial Engineering. 

  • Consideration may be given for a candidate with demonstrated and successful pressure-sensitive manufacturing management experience in coating, finishing or converting in lieu of bachelor's degree.)

• Minimum 5 years manufacturing experience

• Minimum 2 years leading people preferred

• Minimum 2 years of working in a ISO 9001:2015 quality environment preferred

• Travel < 5% (Customer travel, manufacturing site support, internal audits)

• This position will be on site, full time in HQ office in Mentor, OH; when not traveling to Customers or our manufacturing sites. This role currently allows for working ½ day remote per week, which is aligned with the schedule of the Customer Quality Engineers.

  • Note: The Team of Customer Quality Engineers works on site every day to physically evaluate claim samples and coordinate on site testing of claim samples.

• Proven ability to create SMART objectives with milestones (improvement project plans).

• Proven ability to effectively communicate to Customers

• Demonstrated experience creating procedures, processes, programs, and practices under ISO 9001 (or a similar quality system) to ensure continuous improvement, conformance, and efficiency of the quality system.

• Strong statistical analysis and problem solving skills. 

• Experience handling multiple responsibilities with minimal direction.

• Lean and Six Sigma certification preferred

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status, or other protected status. EEOE/M/F/Vet/Disabled. All your information will be kept confidential according to EEO guidelines.

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