Senior Quality Manager, Customer Advocacy

<p style="text-align:left"><u><b>Work Schedule</b></u></p>Standard (Mon-Fri)<p style="text-align:inherit"></p><p style="text-align:left"><u><b>Environmental Conditions</b></u></p>Office<p style="text-align:inherit"></p><p style="text-align:left"><b><u>Job Description</u></b></p><p style="text-align:inherit"></p><p><b>How will you make an impact? </b></p><p></p><p>The Senior Quality Manager, Customer Advocacy plays a critical role in delivering a consistent, high‑quality 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.</p><p></p><p>The role bridges strategic direction set at the Director level with day‑to‑day execution across sites and divisions, ensuring quality issues, escalations, and improvement commitments are managed effectively, transparently, and with a strong customer focus.</p><p></p><p>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.   </p><p></p><p>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.</p><p></p><p><b>What will you do? </b></p><p></p><p><b>Customer Advocacy &amp; Engagement</b></p><ul><li>Serve as the primary Quality point of contact for assigned strategic and key customers, building strong, trust‑based relationships across all four divisions (BCD, PPA, SUD and FSD).</li><li>Lead customer-facing quality discussions, including issue resolution calls, quality reviews, and routine governance meetings.</li><li>Ensure timely, clear, and aligned communication to customers regarding quality performance, escalated investigations, and improvement actions.</li></ul><ul><li>Represent the Quality organization confidently in customer interactions, escalating risks and opportunities appropriately.</li><li>Working with relevant key partners with the implementation of Change Notifications and Quality Agreements for key customers.</li></ul><p></p><p><b>Quality Issue &amp; Escalation Management</b></p><ul><li>Lead and coordinate the resolution of complex customer quality issues, including complaints, deviations, and escalations.</li><li>Partner with Site Quality, Operations, Technical, and Commercial teams to ensure investigations, root cause analysis, impact assessments, and CAPAs are robust, timely, and customer‑appropriate.</li><li>Track actions to closure, ensuring commitments are met and risks are proactively managed.</li></ul><p></p><p><b>Data, Reporting &amp; Reviews</b></p><ul><li>Conduct track‑and‑trend analysis of customer‑related quality data to identify emerging risks, themes, and improvement opportunities.</li><li>Prepare and present quality performance summaries for customer business reviews and internal management forums.</li><li>Contribute and maintain Executive Briefing Documents and customer-facing materials, ensuring accuracy, consistency, and clarity.</li></ul><p></p><p><b>Quality Improvement &amp; Programs</b></p><ul><li>Support the development and execution of Quality Improvement Plans (QIPs) for key customers, aligned with broader BPG quality strategy.</li><li>Drive standardization of customer advocacy processes, tools, KPIs, and reporting within scope.</li><li>Identify opportunities to improve efficiency, consistency, and customer experience through data, digital tools, and best practices.</li><li>Drive internal actions required to ensure adequate and timely resolution of Customer Quality issues.</li></ul><p></p><p><b>Leadership &amp; Collaboration</b></p><ul><li>Act as a role model for a strong quality culture and a &#34;Making Quality Personal&#34; mindset.</li><li>Collaborate closely with the Director, Quality – Customer Advocacy to provide input on customer trends, risks, and strategic priorities.</li><li>Promote positive customer success.</li></ul><p></p><p><b>Education</b></p><ul><li>Bachelor’s Degree in Science or related field required</li><li>ASQ or similar quality certification (preferred)</li></ul><p></p><p><b>Experience</b></p><ul><li>Minimum of 7-10 years’ experience in pharmaceutical, bioprocessing, or medical device manufacturing.</li><li>Prior experience with product complaints, deviations, CAPA, and root cause analysis.</li><li>Demonstrated experience managing complex customer quality issues and escalations within the company and with Customers.</li><li>Proven track record of direct customer interaction, including leading calls and issuing written reports.</li><li>Knowledge of BPG products and manufacturing processes desirable.  </li></ul><ul><li>Experience interacting with customers including direct verbal interaction and issuing written reports</li></ul><p></p><p><b>Knowledge, Skills, Abilities</b></p><ul><li>Strong written and verbal communication skills, with the ability to translate complex quality topics for varied audiences.</li><li>Solid understanding of applicable quality systems and regulations (e.g., FDA, ISO 13485, MDSAP).</li><li>Effective project management skills, with the ability to coordinate actions across functions and sites.</li><li>Customer‑focused, collaborative, and able to operate confidently in ambiguous or high‑pressure situations.</li><li>Ability to demonstrate business insight and drive growth.</li><li>Ability to travel up to 25%</li></ul><p></p><p style="text-align:inherit"></p><p style="text-align:left"><u><b>Compensation and Benefits</b></u></p>The salary range estimated for this position based in Utah is $118,100.00–$165,000.00.<p style="text-align:inherit"></p><p style="text-align:left">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:</p><ul><li><p style="text-align:left"><span>A choice of national medical and dental plans, and a national vision plan, including health incentive programs</span></p></li><li><p style="text-align:left"><span>Employee assistance and family support programs, including commuter benefits and tuition reimbursement</span></p></li><li><p style="text-align:left"><span>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</span></p></li><li><p style="text-align:left"><span>Retirement and savings programs, such as our competitive 401(k) U.S. retirement savings plan</span></p></li><li><p style="text-align:left"><span>Employees’ Stock Purchase Plan (ESPP) offers eligible colleagues the opportunity to purchase company stock at a discount</span></p></li></ul><p style="text-align:inherit"></p><p style="text-align:left"><span>For more information on our benefits, please visit: </span> <a href="https://jobs.thermofisher.com/global/en/total-rewards" target="_blank"><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span><span class="WKM0">https://jobs.thermofisher.com/global/en/total-rewards</span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></span></a></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p style="text-align:inherit"></p><p></p><p></p><p></p><p></p>