Supervisor, Consumer Quality Insights & Improvement

About the Role

As Supervisor, Consumer Quality Insights & Improvement, you'll lead the team that turns consumer feedback into insight, and insight into action. You'll set how the team investigates quality issues across multiple sources, own the ways of working, and drive improvement projects with engineering, plant, and commercial teams from routine reporting through to the corrective actions that lift product and service quality.

Key accountabilities

Insights & Root-Cause Analysis

• Own the consolidation and analysis of consumer voice from RMA, Voice of Consumer, and Quality Care mailbox inputs into a clear picture of product and service quality.
• Set the standard for root-cause investigation, ensuring recurring quality issues are diagnosed, quantified, and translated into concrete improvement actions.
• Oversee the development and delivery of insightful reports and dashboards that let stakeholders across the organization monitor feedback and track improvement.
• Lead AI or automation initiatives that streamline the team's way of working, building tools and workflows that make insight generation and issue detection faster and more scalable.

Quality Improvement & Coordination

• Lead product-enhancement and corrective-action projects, coordinating stakeholders across overseas and Thailand teams.
• Partner with engineering and manufacturing teams to validate fixes and confirm improvements hold in production.
• Serve as the point of contact for Quality Care, the channel through which we receive feedback from global retail and distribution centers.
• Establish the ways of working, workflows, and framework for tracking Quality Care inputs.
• Act as project manager across improvement actions, securing timelines and keeping status and plans current.

What we're looking for

• Leadership — you take accountability for both projects and people, and raise the team's game.
• Problem-solving — you break problems down, find the root cause, and engineer practical fixes.
• Curiosity — you ask questions, seek improvement, and love driving new things.
• Creativity — you find new answers to old questions and enjoy learning new methods and systems.
• Resilience — you stay steady through setbacks, bounce back quickly, and adapt fast to change.
• Data-driven, with an interest in AI — you extract insight with clear, concrete logic.
• Communication and storytelling — you connect people, build a positive working environment, and turn data into a clear story people can act on.

Qualifications

• Bachelor's degree or above in Engineering, Computer/Data Science, Statistics, or a related field.
• 3-5 years' experience in quality engineering, manufacturing, process improvement, or business/data analysis.
• Experience leading projects or activities with cross-functional teams.
• Experience in a manufacturing environment or interest in the jewelry industry is a plus.
• Professional working proficiency in both English and Thai, written and spoken.