Customer Quality Programs Manager (Costco) in El Paso TX

Flagstone Foods
Customer Quality Programs Manager (Costco)
Job ID: 
El Paso TX
Not Specified
Not Specified
Job Types:
QA/Lab Manager

Flagstone Foods:

Company Overview: Flagstone Foods is one of the largest manufacturers and distributors of private label healthy snacks in North America, holding the leading market position in the nut, trail mix and dried fruit categories. Our 900+ employees are in the Minneapolis headquarters and plants in Robersonville, North Carolina, El Paso, Texas, and Dothan, Alabama. These facilities source, process, package and distribute nuts, trail mixes and other wholesome snacks to premier retail customers across the country.

Background: In August 2019, Atlas Holdings purchased Flagstone Foods, reestablishing the organization as a standalone business. Headquartered in Greenwich, Connecticut and founded in 2002, Atlas and its affiliates own and operate 20 platform companies which employ more than 18,000 associates at more than 150 facilities worldwide. Atlas has a long and distinguished record of strengthening and growing companies, investing both the human and financial capital needed to create long-term, sustainable value.

POSITION: Customer Quality Program Manager (Costco)


Position Summary:

The role Customer Quality Program Manager (Costco) acts as the primary customer point of contact for quality focused on improving satisfaction through quality improvement initiatives. The quality program manager serves as the customers voice throughout the organization and provides cross functional teams the voice of the customer to aid in proactively resolving issues and drive preventative actions to reduce quality issues.

Essential Duties/Responsibilities:

  • Takes a leadership role working with a cross functional team including members from product development, supply chain quality, manufacturing engineering, operations, packaging design and customer support to ensure that customer expectations are well understood and specifications can be measured against and met.
  • Communicates early and often with the Sales Leader assigned to the Costco account and our main contact at the customer.
  • Collect, review, and manage customer satisfaction data and establish data sources to enable publication of analytical results in reports for distribution to customers and/or involved in presenting findings to upper management.
  • Mentors and supports cross functional teams on the customer issue process, including effective investigation techniques, oral responses and report writing.
  • Develops and supports customer quality inputs to the commercialization process, specification development process, and plant trial process to design quality parameters into the product.
  • Identifies and leads implementation of solutions to nonconformities and to satisfy quality issues raised by customers.
  • Improves processes to identify and manage risk in product development, product manufacturing processes to ensure that customer specifications are met routinely.
  • Directly supports the Escalated Product Response Process.
  • Develops and manages programs and procedures for root cause analysis and corrective actions for quality issues identified through customer complaint data.
  • Work is with product development to address design issues and specification parameters impacting product quality.
  • Other job related duties as needed.


  • Bachelor’s degree in a related field.
  • Minimum of 7+ years of work experience in food manufacturing, supply or quality fields focused on consumer data reporting and team leadership
  • Advanced knowledge of customer complaint reporting systems, SAP, and excel data analysis of complaints per million units sold
  • Have excellent analytical and problem-solving skills and knowledge of problem-solving techniques.
  • Skills in analytics and statistics and technical writing
  • Expertise in using food product quality data to improve CPMU (complaints per million units sold) metrics
  • Additional qualifications that could help you succeed even further in this role include:
    • Demonstrated experience implementing and leading statistical process controls and consumer affairs programs that drives product quality improvements
    • Experience leading a consumer affairs team or customer quality team in a food company
    • ASQ certification
    • Project management professional training or certification
    • Experience using SAP and Excel to report data

Physical Requirements:

  • The physical demands described within the Job Responsibilities section of this job description are representative of those that must be met by an employee to successfully perform the essential functions of this job. Other duties or tasks may be assigned as required. Management may modify, change or add to the duties of this description at any time without notice.
  • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is required to:
    • Communicate with others both verbally and in writing.
    • Be independently mobile.
    • Use a computer and keyboard.
    • Communicate with others both verbally and in writing.
    • When working in a Production Plant environment where food safety and PPE is required.
    • When working in a Production Plant may have to lift to 25 lbs. intermittently.

FLSA Designation: Salaried, Exempt and not eligible for overtime.

Work Location: El Paso, TX Available for travel up to 15% of the time

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin.

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