Project Lead - Quality and Customer Experience

Welcome to Cascades!

At Cascades, Sustainable Development means Respecting the True Nature of our 10,000 talents. We put you first:

• Flex and connected mode (telecommuting, flexible schedule)
• Telemedicine, Group insurance
• Employee assistance program (because we care about the physical and mental health of our people)
• Financial Benefits: Profit Sharing Plan, Retirement Plan with company matching, Stock Options & Annual flexible reimbursement program
• Base salary range for this position starts at 85,000 CAD annually, depending on experience

Develop your full potential, sustainably, by applying your expertise within the Operational Excellence team as the Project Lead – Quality and Customer Experience:

** Please note that this position is based in Kingsey Falls, but it can also be located in Saint-Hubert or Eau Claire, Wisconsin depending on your preference. The selected candidate must also be able to travel approximately 20% of the time annually to support our North American facilities.
Responsibilities.

• Investigate customer complaints and perform root cause analyses.
• Prepare and monitor performance indicators related to customer complaints and satisfaction.
• Participate in Voice of the Customer initiatives and ensure alignment with quality objectives.
• Use SAP to trace products, manage non‑conforming material, and support quality processes.
• Coach and train employees on CAPA processes and quality culture.
• Follow up on corrective and preventive actions with managers and ensure their effectiveness.
• Coordinate the resolution of technical issues with various stakeholders.
• Collaborate within the Cascades Quality Pillar Network and share best practices across sites.
• Lead continuous improvement projects in collaboration with operations and logistics.
• Audit quality processes and act as the customer’s voice within operations.

Bring out the best in yourself!

Every day, our colleagues choose to respect their true nature by contributing with passion to our mission. You too, put forward your strengths:

• Bachelor’s degree in engineering, science, or a related field, or any equivalent combination of education and experience (training or certification in quality management, Lean Manufacturing – Green Belt or Black Belt).
• More than 5 years of experience with quality standards, audit processes, and industry regulations.
• Demonstrated leadership and team‑coaching experience.
• Strong cross-functional knowledge of operations, maintenance, and quality processes.
• Excellent analytical, problem‑solving, and ambiguity‑management skills.
• Ability to influence others and gain buy-in for proposed solutions.
• Strong oral and written communication skills, including advanced proficiency in English.
• Strong organizational skills, priority management, and autonomy.
• Knowledge and experience with Lean Manufacturing principles.
• Strong interpersonal skills, ability to collaborate effectively, and a proactive approach to understanding customer needs and translating them into quality improvements.
• Fluent in both English and French, allowing for seamless communication with our units and partners in Québec, English‑speaking provinces, and the United States.

We look forward to meeting you!

About Cascades

Cascades believes in the success of an inclusive organization that values diversity within its team. All qualified candidates will be considered for this position in a fair manner.

To be part of Cascades is to reveal the full potential of materials, people and ideas. We are a source of possibilities since 1964. Cascades have been providing sustainable, innovative and value-creating solutions in packaging, hygiene and recovery. Join 10,000 talents working in a network in almost 70 operating units located in North America.