Sr Manager, Customer Quality Excellence





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Job Description

Reporting to the VP of Quality Management, the Senior Manager, Customer Quality Excellence is responsible for driving effective management of customer quality escalations and critical customer issues. This role serves as the voice of the customer within the Quality organization, ensuring rapid resolution of customer concerns while identifying and leading systemic improvements that enhance product quality, reliability, and customer confidence. This role will also collaborate with instrument companies to support troubleshooting of quality issues and effectively navigate changes to either blood collection products or instruments that can impact compatibility.

The incumbent partners closely with Commercial, Customer Service, Operations, R&D, Regulatory Affairs, Medical Affairs, and Quality teams to proactively identify emerging quality risks, manage high-priority customer escalations, and convert customer feedback into actionable improvements. Through strong leadership, data-driven decision making, and cross-functional collaboration, this role strengthens customer trust, accelerates complaint resolution, and improves overall customer experience.

Responsibilities

• Serve as the quality leader for high-impact customer escalations and critical customer issues.
• Establish and maintain global escalation processes, governance, and response expectations.
• Ensure timely investigation, communication, containment, root cause determination, and resolution of significant customer concerns.
• Act as the BD quality representative for executive-level customer interactions related to product quality events.

• Develop mechanisms to capture, analyze, and communicate customer feedback and quality concerns.
• Transform customer insights into strategic recommendations that improve products, processes, and customer experience.
• Partner with commercial and customer-facing teams to understand emerging customer needs and expectations.

• Partner with Manufacturing, Supplier Quality, Regulatory Affairs, Medical Affairs, Commercial, and Customer Service teams to ensure alignment on customer-related quality priorities.
• Provide leadership updates and executive reporting regarding customer quality performance, trends, and key risks.
• Support customer visits, audits, and strategic customer engagements as required.

Qualifications

• Typically requires a bachelor’s degree in science, engineering, or a related discipline, along with a minimum of eight years of progressive Quality leadership experience.

• Experience in complaint handling, customer quality, quality systems, CAPA, investigations, and risk management required.
• Candidates with direct experience in a reference laboratory or other healthcare or diagnostic laboratory environment are strongly preferred.
• Experience leading Lean, Six Sigma, or operational excellence programs, including certification in at least one problem-solving methodology (Six Sigma, 8D, Lean) preferred.

At BD, we are committed to supporting our associates’ well-being, development, and success through a performance-based culture. For this position, BD offers a competitive compensation package along with the following benefits specific to this role:

· Annual Bonus

· Potential Discretionary LTI Bonus

· Potential reimbursement of phone use

Health and Well-being Benefits

· Medical coverage

· Health Savings Accounts

· Flexible Spending Accounts

· Dental coverage

· Vision coverage

· Hospital Care Insurance

· Critical Illness Insurance

· Accidental Injury Insurance

· Life and AD&D insurance

· Short-term disability coverage

· Long-term disability insurance

· Long-term care with life insurance

Other Well-being Resources

· Anxiety management program

· Wellness incentives

· Sleep improvement program

· Diabetes management program

· Virtual physical therapy

· Emotional/mental health support programs

· Weight management programs

· Gastrointestinal health program

· Substance use management program

· Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit

Retirement and Financial Well-being

· BD 401(k) Plan

· BD Deferred Compensation and Restoration Plan

· 529 College Savings Plan

· Financial counseling

· Baxter Credit Union (BCU)

· Daily Pay

· College financial aid and application guidance

Life Balance Programs

· Paid time off (PTO), including all required State leaves

· Educational assistance/tuition reimbursement

· MetLife Legal Plan

· Group auto and home insurance

· Pet insurance

· Commuter benefits

· Discounts on products and services

· Academic Achievement Scholarship

· Service Recognition Awards

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