Sr Manager, Customer Quality Excellence
Core
Lead management of high-impact customer quality escalations and critical issues, acting as the voice of the customer to drive systemic improvements in product quality and reliability.
Role type
Senior Manager, Customer Quality Excellence
Builds
Global escalation processes, governance frameworks, and strategic recommendations for product/process improvements
Domain
Medical Technology / Healthcare Diagnostics
Required skills
Quality leadership, complaint handling, CAPA, root cause analysis, risk management, cross-functional collaboration, executive reporting, Lean/Six Sigma methodologies
Preferred skills
Reference laboratory experience, Six Sigma/8D/Lean certification, operational excellence program leadership
Technologies
None explicitly stated
Responsibilities
Serve as quality leader for high-impact customer escalations; Establish and maintain global escalation processes; Ensure timely investigation and resolution of significant customer concerns; Partner with Commercial, R&D, and Regulatory teams on quality priorities; Provide leadership updates on customer quality performance and trends.
Seniority
Senior Manager, strategic leadership