Quality Product Complaints Associate Director

Quality Product Complaints Associate Director

The Quality Product Complaints Associate Director is responsible and accountable for providing quality oversight of the Product Complaint Quality System and the Global Recall and Defect Notification Systems. This role will support quality activities associated within the Compliance team and will partner with various internal and external cross-functional teams including Global Patient Safety, Supply Chain/Trade and Distribution, Medical Information, Guidance and Patient Support, Quality Assurance, Contract Manufacturing Organizations, and external Call Centers. The Associate Director also drives continuous improvement in Vertex quality processes and governance to assure Vertex remains adherent to regulatory expectations and supports QA operational quality oversight and management of complex issues. The role operates with a high degree of autonomy and is expected to influence decision-making, drive risk-based outcomes, and contribute to the ongoing evolution of the Product Complaints quality system.

Key Duties and Responsibilities:

• End-to-end ownership of complaints process
• Complaint handling accountability
• Identify new capabilities, implementing/ delivering improvements
• Identify and implement automation & AI driven solutions to enhance efficiencies and compliance robustness
• Maintain inspection readiness as a steady state
• Lead and provide direction on complex and high-risk investigations
• Lead product complaint investigations, coordinating with CMOs for external investigations, performing Root Cause Analysis, identifying Corrective Actions, and escalating critical issues to senior management.
• Lead the product complaints trending programme, including identification and investigation of adverse trends.
• Support activities associated with the global recall and defect notification processes, including mock recalls, SOP management, evaluation of regulatory intelligence.

Signal detection and risk evaluation

• Proactively identify issues before they manifest as reportable events, recurring trends or regulatory findings
• Development and application of risk threshold and triggers

Decision Authority and Escalation Leadership

• Understand where decision making boundaries lie
• Present risk balanced recommendations instead of data summaries

Cross Functional Influence & Integration

• Strengthen and maintain feedback loops into key partners - e.g. QA operations, MSAT, Device Engineering

Operational Excellence and Continuous Improvement

• Identify opportunities for reducing process complexity (cross-modality integration)
• Ownership and report out of QMR/ QLT data for responsible workstreams

Knowledge and Skills:

Demonstrated working knowledge and application of Good Manufacturing Practice (GMP) and Good Distribution Practice (GDP) including US and international/global regulatory requirements and associated guidance's and standards across multiple modalities (e.g., small molecule, devices/ combination products, biologics, cell and gene).

Strong working knowledge and experience in:

• Product Complaints, Recalls, Field Alerts and Defect Notifications to Health Authorities.
• Risk Management.
• Event/Quality Issue Management process and requirements, including CAPA and Effectiveness Checks.
• Root Cause Analysis and Investigation process tools and techniques.
• Inspection Readiness.
• Strong oral and written communication and interpersonal skills.
• Project Management, Planning and Prioritization skills.
• Technical writing skills.
• Adaptability / flexibility and ability to work in a fast-paced environment and act with urgency.
• Strategic "big picture" thinking while maintaining ability to execute at a tactical level / attention to detail.
• Strong analytical thinking skills, with the ability to translate data into risk-informed insights that drive decision-making.
• Experience advising, coaching, and mentoring junior staff, as well as leading high performing and effective teams.

Education and Experience:

• Master's degree or bachelor's degree in a scientific or allied health field (or equivalent degree).
• 5-8 years of relevant work experience (with Master's Degree) or 10+ years of relevant working experience (Bachelor's degree) or relevant comparable background.

Pay Range:

$148,000 - $222,000

Disclosure Statement:

The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law.

At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.

Flex Designation:

Hybrid-Eligible Or On-Site Eligible

In this Hybrid-Eligible role, you can choose to be designated as: 1. Hybrid: work remotely up to two days per week; or select 2. On-Site: work five days per week on-site with ad hoc flexibility.

Note: The Flex status for this position is subject to Vertex's Policy on Flex @ Vertex Program and may be changed at any time.

Company Information:

Vertex is a global biotechnology company that invests in scientific innovation.

Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.

Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at View email address on click.appcast.io