Lead - AFH & KHI and Brand Quality

Job Description

Job Purpose

AFH/KHI & Brand Quality will provide Quality direction and build collaborative relationships with Marketing and Sales Business units, R&D, Engineering, Supply Chain and the Business Units, so that Quality Assurance better protects the Quality of the products End to End (E2E) through the Innovation funnel, into supply chain and into trade. The role will apply Quality Functional knowledge with its team, to ensure the risk to the Product is eliminated, and the Brand learnings of consumer behavior are integrated. The HBQ will educate the stakeholders on what it is that Quality Assurance does and how QA assures product quality in the business together with the Brand, monitor and improve key consumer performance metrics that will help to grow the business. The role will set the quality strategy for execution on Innovation as well as Market & Brand quality and implement routines and systems. Be the direct contact for quality problem notification and resolution to the Brands and from the Brands as they are in trade. Drive change in the use of Consumer measurable data such as consumer complaint reviews, Consumer Praise, market insights, etc. with the Brands ensuring that when changing consumer behavior or expectations occur, they are translated into revised quality requirements.

This role plays a key role in contributing to our vision of growing sustainably and delighting more consumers by ensuring the quality and protection of our brands. This position also plays an important role aligned with our values "we are consumer obsessed, we own it, and dare to do better every day".

Job Success:

• 30-50% Consumer Complaint reduction
• Zero Customer Complaint
• AFH/KHI 50% Reduction Customer Complaints
• AFH/KHI Cuttings >90%
• 100% Customer Quality Requirements Implemented
• Advantage or Other Survey Results top 10
• 99% FPQS met on Shelf

Essential Functions & Responsibilities

• Develop and lead the strategy for Brand Quality in all aspects of the business, including in the retail business in alignment with other Corporate Functions and Corporate Quality across all factories and Innovations.
• Develop and lead the FSQ strategy plan.
• Leads and develops talent and skills in the organization in achieving results in the role to drive the End-to-End approach to quality.
• Learn the industry specialized tools in Quality by Design; FMEA, pFMEA, Technical Risk Assessments, Quality Mapping, etc. and deploy in order build and sustain a QA-to-Brand and Brand-to-QA partnering relationship.
• Leads the effort in Consumer and Customer Complaint Reductions (including non-FRCC complaints) and/or optimization Cross-Functionally.
• Establish the method and means to track performance and develop objective goals in market and through Innovation.
• Lead the communication of quality problem notification/resolution to the Brand and vice versa. Actively pursue timely response and final preventive resolution to quality issues.
• Review, address, and respond to all AFH complaints meeting current thresholds (>100cs, a FS issue)
• Role will prioritize escalations as needed by the AFH Sales Team allowing some limited flexibility on Hypercare.
• Role will improve QA performance on customer score cards with the ability to track complaints, respond in a timely manner, and collaborate with the plant to drive CAPA.
• Works directly with BU QA, plant, SCO, R&D teams to drive to root cause and prevent repetitive complaints.
• KHI portion of the role will be dedicated to supporting KHI commercialization and complaint efforts.
• Commercialization meetings will be prioritized, and QA will be an active role ensuring food safety or quality risks clearing ID'd in early stages of development
• Current KHI Active projects: 23
• Role will review, address, and respond to all AFH complaints. (>100cs, 4 totes / barrels, or a FS issue)
• Role will prioritize escalations as needed by the KHI Sales Team allowing some limited flexibility on Hypercare.
• Role works directly with BU QA, plant, SCO, Sales, and R&D teams to ensure projects stay on track and complaint investigations are thorough and not repeated.
• Participate in product line reviews and standards management, Consumer Relevant Quality Standards, or Brand aligned acceptable quality limits.
• Learn and understand the Brand's mission, values, and consumer requirements; build the quality design and execution.
• Manage and lead interactions between customers and the AFH/KHI team from a quality perspective, actively listening to the voice of the customer to strengthen our brands.
• Investigate, analyze, track and manage complaints as well as ensure the correct management of escalations, using influencing and negotiation skills.
• Ensure the implementation of customer requirements by providing feedback to areas (internal and external plants, Logistics, R&D and others).
• Evaluate competitors (comparing with our products).
• Work with Commercial team to develop the Quality strategy for each brand.

Expected Experience & Required Skills

• BS/MS in Science or Engineering (Chemistry, Pharmacy or Food Technology preferred) or equivalent through experience and additional training. Additional formal training in Quality Management a plus.
• Minimum of 5 years of experience in Brand Quality or Customer Services, preferable in Quality Assurance, within the Consumer Goods industry (including Food, Cosmetics, Packaged Goods, or Pharmaceuticals.)
• Experienced in the use of quality tools with a sound statistical base: Quality Management systems, process mapping, tooling qualification, FMEA and others. Knowledge of packaging manufacturing processes is a plus.
• Strong people leadership and management experience in hiring, training and developing outstanding talent.
• Strong collaboration skills with a proven ability to build and maintain strong and effective relationships with cross-functional, cross-cultural project teams, internal and external customers, and business partner.
• Information Management/Computer Skills - has solid knowledge in the use and features of the suite of Microsoft packages (especially Access and Excel). Can work with integrated databases and generate neatly formatted numerical and graphical reports.
• Communications - is able to communicate (verbal and written) clearly, accurately and effectively in formal and informal settings. Listens well in one-on-one and group settings. Realizes when information needs to be communicated to appropriate parties.
• Interpersonal - knows how to develop and maintain collaborative relationships with Directors and employees at all levels. Able to participate on team projects by contributing ideas that add value and completing team assignments. Is able to give and receive feedback constructively and modify behavior accordingly.
• Project Management - is able to set goals on projects in collaboration with others. Remains organized while conducting various activities and coordinates own work efforts to stay on schedule. Recognizes when projects are not meeting expectations and offers recommendations.
• Cognitive - can independently arrive at good solutions on simpler problems and works with others to solve more complex problems. Makes well-informed decisions and recognizes the need for new or modified approaches. Designs and completes basic quantitative and qualitative analyses to evaluate and display various types of information and data. Reviews information for accuracy and completeness and draws accurate conclusions from data.
• Personal Effectiveness - can be counted on to honor commitments and follow through. Builds stable, trusting relationships. Strives for quality and continuous improvement as a way of doing business and consistently demonstrates high ethical standards. Manages time and effectively balances multiple competing priorities while setting challenging and aggressive goals.

Work Environment & Schedule

This position is considered a Normal office environment with moderate travel to customer locations, stores, manufacturing facilities, etc.; offices are open workspaces Additionally, this role requires full time some flexibility as needed.

Our Total Rewards philosophy is to provide a meaningful and flexible spectrum of programs that equitably support our diverse workforce and their families and complement Kraft Heinz' strategy and values.

New Hire Base Salary Range:
$137,400.00 - $171,700.00

Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.

The compensation offered will take into account internal equity and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors

Benefits: Coverage for employees (and their eligible dependents) through affordable access to healthcare, protection, and saving for the future, we offer plans tailored to meet you and your family's needs. Coverage for benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

Wellbeing: We offer events, resources, and learning opportunities that inspire a physical, social, emotional, and financial well-being lifestyle for our employees and their families.

You'll be able to participate in a variety of benefits and wellbeing programs that may vary by role, country, region, union status, and other employment status factors, for example:

• Physical - Medical, Prescription Drug, Dental, Vision, Screenings/Assessments
• Social - Paid Time Off, Company Holidays, Leave of Absence, Flexible Work Arrangements, Recognition, Training
• Emotional - Employee Assistance Program , Wellbeing Programs, Family Support Programs
• Financial - 401k, Life, Accidental Death & Dismemberment, Disability

Location(s)
Chicago/Aon Center, Glenview R&D Center

Kraft Heinz is an Equal Opportunity Employer - Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes. In order to ensure reasonable accommodation for protected individuals, applicants that require accommodation in the job application process may contact NAZTAOps@kraftheinz.com for assistance.