Technical Customer Experience Manager
Core
Serve as a trusted technical partner and advocate for customers in regulated cGMP environments, coordinating complex quality matters and driving service recovery.
Role type
Technical Customer Experience Manager (Customer Advocacy)
Builds
Customer trust, effective service recovery, and cross-functional alignment for biopharmaceutical clients
Domain
Life Sciences / Biopharmaceuticals / cGMP
Deliverable
client delivery
Required skills
cGMP knowledge, Quality Management Systems, CAPA, root cause analysis, risk assessment, investigations, change control, stakeholder alignment, analytical problem-solving
Preferred skills
Lean, Six Sigma, project management, electronic Quality Management Systems, Lead Auditor certification
Technologies
electronic Quality Management Systems
Responsibilities
Coordinate product-quality complaints, investigations, technical inquiries, change notifications, and regulatory documentation; Review investigation reports and provide feedback; Champion Voice of the Customer to identify trends and drive improvements; Provide leadership through influence across matrixed teams (Quality, Manufacturing, Engineering, Supply Chain, Commercial, Technical)
Seniority
Senior, hands-on IC
