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Divisional Quality Manager - Claims

Company Description

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

Job Description

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.

Qualifications

  • 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

Additional Information

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.

Reasonable Accommodations Notice

If you require accommodations to view or apply for a job, alternative methods are available to submit an application. Please contact (440) 534-6000 or [email protected] to discuss reasonable accommodations.

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Average salary estimate

$90000 / YEARLY (est.)
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$80000K
$100000K

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What You Should Know About Divisional Quality Manager - Claims, Avery Dennison

Are you ready to take your career to the next level? At Avery Dennison Corporation, we are on the lookout for a talented Divisional Quality Manager - Claims to join our dynamic team in Mentor, Ohio! As part of our Label and Graphic Materials division, you’ll be leading a team of Customer Quality Engineers who are dedicated to delivering world-class quality services to our valued customers both internally and externally. Your main mission will be to enhance employee engagement, uphold safety standards, elevate customer service, and drive improvements in product quality and claims processing. This role offers the exciting challenge of autonomously overseeing the investigation and resolution of customer quality claims. You’ll implement critical metrics, leverage lean sigma tools, and maintain compliance with ISO 9001 standards—all while developing a succession plan for your team. With your strong leadership skills, you will positively influence your team to exceed individual and business objectives while modeling our corporation's values. Join us at Avery Dennison, where your contributions will make a significant impact, and enjoy our comprehensive benefits package that supports your health and well-being from day one!

Frequently Asked Questions (FAQs) for Divisional Quality Manager - Claims Role at Avery Dennison
What are the responsibilities of a Divisional Quality Manager - Claims at Avery Dennison?

As a Divisional Quality Manager - Claims at Avery Dennison, your key responsibilities include leading a team of Customer Quality Engineers, overseeing the investigation of customer quality claims, and driving improvements in claim handling processes to enhance customer satisfaction. You will also be tasked with developing critical reporting metrics, ensuring compliance with ISO 9001 standards, and executing cross-functional strategic initiatives.

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What qualifications are required for the Divisional Quality Manager - Claims position at Avery Dennison?

To qualify for the Divisional Quality Manager - Claims position at Avery Dennison, candidates need a BS degree in a STEM field or relevant manufacturing experience in pressure-sensitive manufacturing management. Additionally, a minimum of 5 years of manufacturing experience and 2 years of leadership experience are preferred, along with familiarity with ISO 9001 quality environments.

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How does the Divisional Quality Manager - Claims role contribute to customer satisfaction?

The Divisional Quality Manager - Claims role at Avery Dennison directly contributes to customer satisfaction by leading efforts to investigate quality claims and streamline processes. By resolving issues effectively and communicating with customers during claim processing, the manager fosters a positive customer experience and implements initiatives that drive overall quality improvements.

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What is the work environment like for the Divisional Quality Manager - Claims at Avery Dennison?

The work environment for the Divisional Quality Manager - Claims at Avery Dennison is collaborative and fast-paced, based at our headquarters in Mentor, Ohio. The position allows for some remote work while ensuring that customer quality engineers are available on-site daily to evaluate and test claim samples. Team dynamics are bolstered through engagement in lean sigma practices and continuous improvement initiatives.

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What opportunities for professional growth are available for the Divisional Quality Manager - Claims at Avery Dennison?

At Avery Dennison, opportunities for professional growth for the Divisional Quality Manager - Claims include leadership development, skills training in ISO compliance, and exposure to various operational processes. The company promotes career advancement through structured succession planning, employee training programs, and support for continuous learning.

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Common Interview Questions for Divisional Quality Manager - Claims
What strategies would you implement to improve customer quality claims at Avery Dennison?

To improve customer quality claims, I would first analyze existing processes for inefficiencies using lean techniques. I would engage team members in brainstorming sessions to identify areas for improvement, develop SMART objectives, and implement regular reviews and adjustments based on performance metrics to ensure continued progress.

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Can you describe your experience with ISO 9001 quality management systems?

In my previous roles, I have developed and maintained compliance with ISO 9001 standards by creating procedures and processes that enforce continuous improvement. I believe in conducting thorough training and audits to ensure a comprehensive understanding of the system is upheld by the entire team.

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How do you measure the success of a quality improvement initiative?

The success of a quality improvement initiative can be measured by establishing clear metrics before implementation. This includes analyzing customer feedback, reduction rates in quality claims, and improvements in production efficiency. A follow-up review post-implementation allows for assessing the impact and necessary adjustments.

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What role does team engagement play in achieving quality objectives?

Team engagement is critical as it fosters collaboration, innovation, and ownership of quality initiatives. By involving team members in decision-making, recognizing their contributions, and promoting open communication, we create a motivated workforce committed to achieving quality objectives.

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How do you handle difficult customer interactions related to quality claims?

In handling difficult customer interactions, I emphasize active listening to fully understand their concerns. I would remain calm, acknowledge their frustrations, and outline the steps we’ll take to investigate the issue. Establishing clear communication ensures customers feel valued and informed throughout the process.

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What tools do you leverage for data analysis in quality management?

I utilize a range of statistical analysis tools such as Minitab and Excel, alongside quality management software, to evaluate data trends and insights thoroughly. This allows me to pinpoint root causes of issues and effectively drive quality improvement initiatives.

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How would you develop a training program for your team?

I would start by identifying the specific skill gaps within the team and aligning training sessions with our strategic goals. Utilizing a mix of hands-on learning, workshops, and mentorship can enhance knowledge retention and performance in real-world situations.

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Can you discuss a time when you successfully led a team through a quality improvement project?

Certainly! In my last position, I led a team in reducing product returns due to quality defects. By implementing a root cause analysis and engaging the team in brainstorming solutions, we developed actionable strategies that decreased returns by over 15% within six months.

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What are your thoughts on Six Sigma methodology?

I find Six Sigma to be an invaluable approach for quality management. Its data-driven nature and emphasis on process improvement resonate with my belief in leveraging statistical methods to identify and eliminate defects, thereby enhancing overall product quality.

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How do you prioritize tasks when leading a team of Quality Engineers?

I prioritize tasks by evaluating the urgency and impact on customer satisfaction and production. Creating a transparent workflow with clear deadlines allows my team to focus on high-priority tasks while remaining adaptable to any urgent quality issues that may arise.

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We are a global company with locations in over 50 countries, and we employ approximately 36,000 people worldwide. We provide branding and information labeling solutions, including pressure-sensitive materials, radio-frequency identification (RFI...

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DATE POSTED
December 5, 2024

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