Customer Experience Quality Governance Specialist

Job Type:

Regular

People are at the heart of our success. Our culture encourages collaboration, transparency, and accountability in order to generate value and achieve sustainable results. Being part of the team means committing to an environment where everyone’s impact truly matters.

We believe that teamwork—collaborating and sharing perspectives—is essential to achieving the best results.

An environment where collaboration is encouraged and valued:

• Salary range 004: $69,500 - $86,900 (Salary will be determined based on skills, education, training & experience related to the position.)

• Medical, Dental, Vision, Life, Short and Long-term Disability Insurance 

• 401(k) with 7% company contributions 

• 3 weeks Paid Time Off

• Paid holidays and 2 floating holidays

• Paid parental leave

• Advancement Opportunities

• Monday - Friday

How you will contribute to collective success:

We are looking for a CX Quality Governance Specialist in Eden Prairie, MN or Appleton, WI.

The Quality Governance Specialist – CX Cheese supports the delivery of a consistent, high-quality customer experience by strengthening CX governance, process visibility, and cross-functional coordination across complaint, labeling, and material-related activities for the U.S. Cheese business. This role partners with Customer Experience, Global Quality, Plant QA, Logistics, Regulatory, and Sales to support consistency and completeness of customer-facing documentation and coordination across quality-related processes. The position also supports material creation and change initiatives by coordinating required technical and quality inputs to ensure completeness and alignment prior to system submission.

• Complaint Governance & Response Quality
  • Monitor and assess Z1 (plant-related) and Z5 (logistics-related) complaint records for consistency, completeness, and alignment with CX standards and customer expectations.
  • Identify gaps or inconsistencies in complaint documentation and coordinate follow-up with appropriate teams.
  • Facilitate follow-up with Quality, Plant, or Logistics teams when documentation or responses are incomplete or delayed.
  • Identify recurring complaint patterns by plant, product, or issue type and elevate systemic risks to CX leadership. Provide solutions and coordinate with key stakeholders to build and ensure a customer-centric response.
  • Support development of consistent, customer-aligned response frameworks in partnership with CX and Quality.

• Quality Documentation Management & Sales Support
  • Facilitate access to quality-related documentation (e.g. certificates, supplier forms, audit materials) to support customer and sales requests, ensuring alignment with Quality-controlled sources.
  • Route incoming quality-related customer inquiries internally to appropriate technical, plant, regulatory, or logistics stakeholders.
  • Track documentation request trends to identify recurring customer requirements or gaps in available resources.
  • Support coordination of customer documentation requests in alignment with Quality and Regulatory teams.
     
• Label & Specification Governance Monitoring
  • Coordinate intake and cross-functional alignment for customer-driven label changes in accordance with established governance processes.
  • Partner with Commercial Quality/Q info, Regulatory, Plant QA, and CX to gather required inputs and documentation to support label updates.
  • Support validation of alignment across customer requirements, specifications, and plant capabilities in partnership with Quality and Regulatory.
  • Confirm required inputs and approvals are obtained prior to submission.
  • Identify and escalate risks related to specification or labeling misalignment prior to customer impact.
  • Track and report trends related to label deviations, late-stage changes, or governance bypasses.

• Material Creation & Change Governance Support
  • Serve as the CX Quality & Technical liaison for material creation and change requests.
  • Gather required plant, QA, regulatory, and technical inputs necessary to support new material setups or modifications.
  • Coordinate and validate that required inputs (specifications, labeling requirements, and supporting documentation) are complete and aligned prior to Evolve submission.
  • Identify and escalate inconsistencies, risks, or missing information before system submission.
  • Track recurring material setup challenges and recommend process improvements to reduce downstream corrections or customer impact.

• Quality Data Integrity & Trend Visibility
  • Monitor complaint data integrity and classification consistency in collaboration with Global Quality to support accurate and aligned trend analysis
  • Analyze recurring issues and emerging risks across plants, products, and logistics channels, incorporating both quality and broader CX performance indicators (e.g., OTIF, service-related impacts)
  • Generate summary reporting and insights based on CX leadership needs, complementing existing Quality reporting and highlighting customer experience trends across functions
  • Support preparation of materials for recurring cross-functional quality and customer experience review discussions.

• Cross-Functional Collaboration & Continuous Improvement
  • Serve as a liaison between CX, Global Quality, Plant QA, Logistics, Regulatory, and Sales for quality-related matters impacting customer experience.
  • Participate in cross-functional quality review discussions to address systemic issues.
  • Support continuous improvement initiatives aligned with Operational Excellence and Simplification priorities.

The type of team player who fits in:

• College diploma in related field preferred.
• Equivalent combination of education and/or experience may be considered.
• Minimum three (3) years of experience in in a food manufacturing environment preferred, preferably in quality assurance.
• Experience supporting commercial, master data, or quality processes within SAP Required.
• Strong Critical Thinking Skills
• Problem Solving Skills
• Analytical Mindset

A role for those who know that the best results are built through teamwork.

#CH-1

Agropur welcomes people from all backgrounds and origins. We are proud to be an employer with a diverse community and are committed to providing a respectful and inclusive experience for all employees and applicants. We will work with candidates who request accommodation. Please note that an adequate knowledge of French is required for positions in Quebec. Agropur uses artificial intelligence technology to assist our recruiters in screening, assessing, or selecting applicants for this position. 

In this text, the use of the masculine gender to designate persons is intended only to lighten the text.