Sr Manager, Customer Quality Excellence

Senior Manager, Customer Quality Excellence at a global medical technology company responsible for managing customer quality escalations, driving systemic improvements, and serving as the voice of the customer within the Quality organization. Partners across Commercial, Operations, R&D, and Regulatory Affairs to resolve critical issues and enhance product reliability.

Responsibilities

• Lead management of high-impact customer escalations and critical quality issues
• Establish global escalation processes, governance, and response expectations
• Investigate, communicate, and resolve significant customer concerns with timely root cause determination
• Capture and analyze customer feedback to develop strategic quality improvements
• Partner cross-functionally with Manufacturing, Regulatory Affairs, Commercial, and Customer Service teams

Requirements

• Bachelor's degree in science, engineering, or related discipline
• Minimum eight years of progressive Quality leadership experience
• Experience in complaint handling, customer quality, quality systems, CAPA, and investigations
• Risk management expertise required
• Experience in reference laboratory or healthcare diagnostic laboratory environment strongly preferred
• Certification in problem-solving methodology (Six Sigma, 8D, or Lean) preferred