Head of Customer Care – Plant Operations

About the role

We are seeking an experienced Head of Customer Care to lead our plant’s customer service function. The role combines strategic leadership with hands‑on management to ensure exceptional customer experiences and high‑quality product delivery.

Key responsibilities

• Manage departmental budget and align spending with performance targets.
• Translate corporate strategy into actionable plans and support departmental planning.
• Lead, recruit and develop the customer care team in partnership with HR.
• Set priorities, define goals and provide technical and disciplinary leadership.
• Implement and monitor processes, systems and operational guidelines.
• Drive continuous‑improvement initiatives across processes, equipment and systems.
• Participate in plant‑level and cross‑functional projects to enhance efficiency and quality.
• Ensure production efficiency, delivery performance and product quality standards.
• Oversee quality inspections according to technical specifications and test plans.
• Plan operations, manage shifts and resolve bottlenecks or disruptions.
• Monitor costs, ensure budget compliance and apply corrective actions.
• Guarantee adherence to procedures and HSE regulations.
• Lead customer‑complaint management using KPIs, 8D reporting and closure processes.
• Train teams on complaint‑handling methodologies and quality standards.
• Prepare reports, presentations and take part in customer quality reviews.

Required profile

• Bachelor’s degree or higher in a technical, scientific or specialized field.
• Minimum 5 years of experience in the automotive industry.
• Proficiency in English; German is a plus.
• Strong analytical, problem‑solving and leadership abilities.
• Strategic thinking, results‑driven mindset and high adaptability.

Required skills

• Quality tools expertise (8D, RQMS, Q‑Sys).
• Knowledge of IATF 16949.
• Familiarity with VDA 6.3.
• Understanding of customer‑specific requirements and VW formal quality standards.