Sr Manager, Customer Quality Excellence
BD
Summary
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.
Job description
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.
Requirements
- Bachelor’s degree in science, engineering, or a related discipline
- Minimum of eight years of progressive Quality leadership experience
- Experience in complaint handling, customer quality, quality systems, CAPA, investigations, and risk management
- Direct experience in a reference laboratory or other healthcare or diagnostic laboratory environment strongly preferred
- Experience leading Lean, Six Sigma, or operational excellence programs
- Certification in at least one problem-solving methodology (Six Sigma, 8D, Lean) preferred
Benefits
- Annual Bonus
- Discretionary LTI Bonus
- Medical, Dental & Vision
- Health Savings Accounts
- Flexible Spending Accounts
- Life & AD&D Insurance
- Short-term Disability
- Long-term Disability
- 401(k) Plan
- Paid Time Off
- Tuition Reimbursement
- Paid Parental Leave
- Adoption Assistance
- Pet Insurance
- Commuter Benefits
Company overview
BD (Becton, Dickinson and Company) is one of the world's largest global medical technology companies, founded in 1897 and headquartered in Franklin Lakes, New Jersey. As a Fortune 500 company, BD specializes in developing, manufacturing, and selling medical devices, instrument systems, and reagents across three primary segments: BD Medical, BD Life Sciences, and BD Interventional. The company's extensive product portfolio includes medical equipment such as syringes, needles, infusion systems, diagnostic instruments, flow cytometers, and surgical devices. With over 70,000 employees worldwide and operations in virtually every country, BD focuses on advancing healthcare through innovations in medical discovery, diagnostics, and care delivery. The company has a rich history of pioneering medical technologies, including the first insulin injection device, the Vacutainer blood collection system, and numerous safety-engineered medical devices. BD's mission centers on improving clinical therapy for patients and enhancing clinical processes for healthcare providers while addressing global health challenges through strategic partnerships and continuous innovation.