Senior Quality Manager, Customer Advocacy

Work Schedule

Environmental Conditions

Job Description

How will you make an impact

The Senior Quality Manager Customer Advocacy plays a critical role in delivering a consistent highquality customer experience across the BioProduction Group. Reporting into the Director Quality Customer Advocacy this role serves as the operational and tactical lead for customer-facing quality activities acting as a trusted partner to key customers while driving internal alignment execution and continuous improvement.

The role bridges strategic direction set at the Director level with daytoday execution across sites and divisions ensuring quality issues escalations and improvement commitments are managed effectively transparently and with a strong customer focus.

This position provides support across four BPG divisions BCD PPA SUD and FSD ensuring consistent customer engagement alignment of Quality expectations and proactive improvement across the network.

While the role retains tactical responsibility for coordinating the resolution of Quality escalations and driving execution whilst working strategically to influence executive-level discussions customer partnerships and long-term Quality improvement strategies that shape how Thermo Fisher is viewed as a trusted supplier and partner.

What will you do

Customer Advocacy & Engagement

• Serve as the primary Quality point of contact for assigned strategic and key customers building strong trustbased relationships across all four divisions (BCD PPA SUD and FSD).
• Lead customer-facing quality discussions including issue resolution calls quality reviews and routine governance meetings.
• Ensure timely clear and aligned communication to customers regarding quality performance escalated investigations and improvement actions.

• Represent the Quality organization confidently in customer interactions escalating risks and opportunities appropriately.
• Working with relevant key partners with the implementation of Change Notifications and Quality Agreements for key customers.

Quality Issue & Escalation Management

• Lead and coordinate the resolution of complex customer quality issues including complaints deviations and escalations.
• Partner with Site Quality Operations Technical and Commercial teams to ensure investigations root cause analysis impact assessments and CAPAs are robust timely and customerappropriate.
• Track actions to closure ensuring commitments are met and risks are proactively managed.

Data Reporting & Reviews

• Conduct trackandtrend analysis of customerrelated quality data to identify emerging risks themes and improvement opportunities.
• Prepare and present quality performance summaries for customer business reviews and internal management forums.
• Contribute and maintain Executive Briefing Documents and customer-facing materials ensuring accuracy consistency and clarity.

Quality Improvement & Programs

• Support the development and execution of Quality Improvement Plans (QIPs) for key customers aligned with broader BPG quality strategy.
• Drive standardization of customer advocacy processes tools KPIs and reporting within scope.
• Identify opportunities to improve efficiency consistency and customer experience through data digital tools and best practices.
• Drive internal actions required to ensure adequate and timely resolution of Customer Quality issues.

Leadership & Collaboration

• Act as a role model for a strong quality culture and a Making Quality Personal mindset.
• Collaborate closely with the Director Quality Customer Advocacy to provide input on customer trends risks and strategic priorities.
• Promote positive customer success.

Education

• Bachelors Degree in Science or related field required
• ASQ or similar quality certification (preferred)

Experience

• Minimum of 7-10 years experience in pharmaceutical bioprocessing or medical device manufacturing.
• Prior experience with product complaints deviations CAPA and root cause analysis.
• Demonstrated experience managing complex customer quality issues and escalations within the company and with Customers.
• Proven track record of direct customer interaction including leading calls and issuing written reports.
• Knowledge of BPG products and manufacturing processes desirable.

• Experience interacting with customers including direct verbal interaction and issuing written reports

Knowledge Skills Abilities

• Strong written and verbal communication skills with the ability to translate complex quality topics for varied audiences.
• Solid understanding of applicable quality systems and regulations (e.g. FDA ISO 13485 MDSAP).
• Effective project management skills with the ability to coordinate actions across functions and sites.
• Customerfocused collaborative and able to operate confidently in ambiguous or highpressure situations.
• Ability to demonstrate business insight and drive growth.
• Ability to travel up to 25%

Compensation and Benefits

This position may also be eligible to receive a variable annual bonus based on company team and/or individual performance results in accordance with company policy. We offer a comprehensive Total Rewards package that our U.S. colleagues and their families can count on which includes:

• A choice of national medical and dental plans and a national vision plan including health incentive programs

• Employee assistance and family support programs including commuter benefits and tuition reimbursement

• At least 120 hours paid time off (PTO) 10 paid holidays annually paid parental leave (3 weeks for bonding and 8 weeks for caregiver leave) accident and life insurance and short- and long-term disability in accordance with company policy

• Retirement and savings programs such as our competitive 401(k) U.S. retirement savings plan

• Employees Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount

For more information on our benefits please visit: Experience:

Manager