Senior Director, Enterprise Voice of Customer Activation Systems
Ashley Furniture Industries, Arcadia, FL, United States
Senior Director, Enterprise Voice of Customer Activation Systems
About Ashley Furniture
Ashley Furniture is the world's largest furniture manufacturer and retailer, committed to delivering quality home furnishings and exceptional value to our customers. As we continue to grow and evolve, we're investing in enterprise-wide continuous improvement initiatives that ensure our products meet the highest standards of quality across our global supply chain.
Job Summary The Senior Director, Enterprise Voice of Customer (VOC) Activation Systems is responsible for designing, implementing, and optimizing systems to systematically assemble, structure, analyze, and activate all voice of customer data streams across the organization.
This executive leader ensures quality-related feedback and service data from all stages of the product lifecycle are collected, consolidated at the SKU level, structured for advanced analytics, and funneled into actionable intelligence. This role is critical in driving continuous improvement and project activation by turning complex customer feedback data into clear, AI-ready insights that fuel Ashley's quality initiatives.
Key Responsibilities
System Design for Data Assembly: Lead the creation of systems to collect all VOC data, including product returns, allowances, credits, replacement part orders, wholesale/retail returns, in-home service calls, shop repairs, and all forms of product quality feedback.
SKU-Level Quality Data Architecture: Develop and refine processes to attribute quality feedback precisely at the SKU level—including causes, defect locations, and types—enabling deep root cause analytics.
Reporting and AI-Ready Data Structuring: Ensure reporting systems present current and historical quality data in formats accessible for both leadership consumption and AI-driven interrogation, supporting predictive and prescriptive analytics.
Advanced Analytics & Intelligence Integration
Advanced Defect Analytics: Build systems to categorize and analyze defects, identifying patterns by location, defect type, and likely root cause to drive the prioritization of quality initiatives.
Quality Intelligence System Integration: Develop automated scripts and workflows to query Ashley's Quality Intelligence System, distinguishing between common and uncommon defects.
Continuous Improvement Project Alignment: Institute systems that cross-reference defects with ongoing or prior continuous improvement initiatives, ensuring unresolved issues prompt project inception or are recorded against existing projects.
Project Activation and Issue Escalation: Oversee automated and manual workflows to create new improvement projects for unresolved issues, accurately linking new findings to active project burndown lists.
Leadership & Stakeholder Engagement
Collaborate and communicate effectively with executive, technical, and operational partners to ensure system adoption, data integrity, and continuous improvement across the enterprise.
Core Competencies Aligned to Ashley Values Successful leaders at Ashley consistently demonstrate:
Integrity & Transparency – Forthright, honest communication and ethical decision-making
Execution Discipline – Relentless follow-through and attention to detail
Hands-On Ownership – Willingness to "get dirty," inspect work, and solve real problems
Leadership at Every Level – Ability to lead initiatives and influence outcomes regardless of title
Customer & Business Mindset – Focus on delivering what is promised and driving measurable impact
Boundaryless Collaboration – Works for the greater good of the enterprise, not functional silos
Continuous Improvement – Learns the business deeply and improves how work gets done
Qualifications Education
Bachelor's degree in Data Science, Engineering, Information Systems, Business Analytics, or related field
Master's degree (MBA, MS Data Science, MS Engineering) strongly preferred
Experience
10+ years of progressive leadership experience in data strategy, quality analytics, or Voice of Customer (VOC) systems
Extensive experience designing and implementing enterprise-wide data collection and analytics architectures
Proven track record connecting data insights to operational continuous improvement projects
Experience in manufacturing, retail, or consumer goods industries preferred
Skills & Certifications
Deep expertise in data architecture, advanced analytics, and AI-ready data structuring
Strong understanding of product quality metrics, defect categorization, and root cause analysis
Proficiency in enterprise data visualization and BI tools (Power BI, Tableau, etc.)
Exceptional executive communication skills with the ability to translate complex data concepts into actionable business strategies
Strong cross-functional leadership and stakeholder management capabilities
Familiarity with Quality Management Systems (QMS) and continuous improvement frameworks (Six Sigma, Lean)
What We Offer
Comprehensive health, dental, and vision insurance
401(k) with company match
Collaborative and innovative work environment
Opportunity to shape data strategy and customer experience at the world's largest furniture manufacturer
Equal Employment Opportunity Statement Ashley Furniture is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
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Job Summary The Senior Director, Enterprise Voice of Customer (VOC) Activation Systems is responsible for designing, implementing, and optimizing systems to systematically assemble, structure, analyze, and activate all voice of customer data streams across the organization.
This executive leader ensures quality-related feedback and service data from all stages of the product lifecycle are collected, consolidated at the SKU level, structured for advanced analytics, and funneled into actionable intelligence. This role is critical in driving continuous improvement and project activation by turning complex customer feedback data into clear, AI-ready insights that fuel Ashley's quality initiatives.
Key Responsibilities
System Design for Data Assembly: Lead the creation of systems to collect all VOC data, including product returns, allowances, credits, replacement part orders, wholesale/retail returns, in-home service calls, shop repairs, and all forms of product quality feedback.
SKU-Level Quality Data Architecture: Develop and refine processes to attribute quality feedback precisely at the SKU level—including causes, defect locations, and types—enabling deep root cause analytics.
Reporting and AI-Ready Data Structuring: Ensure reporting systems present current and historical quality data in formats accessible for both leadership consumption and AI-driven interrogation, supporting predictive and prescriptive analytics.
Advanced Analytics & Intelligence Integration
Advanced Defect Analytics: Build systems to categorize and analyze defects, identifying patterns by location, defect type, and likely root cause to drive the prioritization of quality initiatives.
Quality Intelligence System Integration: Develop automated scripts and workflows to query Ashley's Quality Intelligence System, distinguishing between common and uncommon defects.
Continuous Improvement Project Alignment: Institute systems that cross-reference defects with ongoing or prior continuous improvement initiatives, ensuring unresolved issues prompt project inception or are recorded against existing projects.
Project Activation and Issue Escalation: Oversee automated and manual workflows to create new improvement projects for unresolved issues, accurately linking new findings to active project burndown lists.
Leadership & Stakeholder Engagement
Collaborate and communicate effectively with executive, technical, and operational partners to ensure system adoption, data integrity, and continuous improvement across the enterprise.
Core Competencies Aligned to Ashley Values Successful leaders at Ashley consistently demonstrate:
Integrity & Transparency – Forthright, honest communication and ethical decision-making
Execution Discipline – Relentless follow-through and attention to detail
Hands-On Ownership – Willingness to "get dirty," inspect work, and solve real problems
Leadership at Every Level – Ability to lead initiatives and influence outcomes regardless of title
Customer & Business Mindset – Focus on delivering what is promised and driving measurable impact
Boundaryless Collaboration – Works for the greater good of the enterprise, not functional silos
Continuous Improvement – Learns the business deeply and improves how work gets done
Qualifications Education
Bachelor's degree in Data Science, Engineering, Information Systems, Business Analytics, or related field
Master's degree (MBA, MS Data Science, MS Engineering) strongly preferred
Experience
10+ years of progressive leadership experience in data strategy, quality analytics, or Voice of Customer (VOC) systems
Extensive experience designing and implementing enterprise-wide data collection and analytics architectures
Proven track record connecting data insights to operational continuous improvement projects
Experience in manufacturing, retail, or consumer goods industries preferred
Skills & Certifications
Deep expertise in data architecture, advanced analytics, and AI-ready data structuring
Strong understanding of product quality metrics, defect categorization, and root cause analysis
Proficiency in enterprise data visualization and BI tools (Power BI, Tableau, etc.)
Exceptional executive communication skills with the ability to translate complex data concepts into actionable business strategies
Strong cross-functional leadership and stakeholder management capabilities
Familiarity with Quality Management Systems (QMS) and continuous improvement frameworks (Six Sigma, Lean)
What We Offer
Comprehensive health, dental, and vision insurance
401(k) with company match
Collaborative and innovative work environment
Opportunity to shape data strategy and customer experience at the world's largest furniture manufacturer
Equal Employment Opportunity Statement Ashley Furniture is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.
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