Senior Quality Manager, Customer Advocacy

Work Schedule

Standard (Mon-Fri)

Office

The Senior Quality Manager, Customer Advocacy plays a critical role in delivering a consistent, high‑quality customer experience across the Bio Production 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.

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.

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.

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.

• 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).

• Lead customer‑facing quality discussions, including issue resolution calls, quality reviews, and routine governance meetings.

• Ensure timely, clear, and aligned communication to customers regarding quality performance, escalated investigations, and improvement actions.

• Represent the Quality organization confidently in customer interactions, escalating risks and opportunities appropriately.

• Working with relevant key partners with the implementation of Change Notifications and Quality Agreements for key customers.

• Lead and coordinate the resolution of complex customer quality issues, including complaints, deviations, and escalations.

• 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.

• Track actions to closure, ensuring commitments are met and risks are proactively managed.

• Conduct track‑and‑trend analysis of customer‑related quality data to identify emerging risks, themes, and improvement opportunities.

• Prepare and present quality performance summaries for customer business reviews and internal management forums.

• Contribute and maintain Executive Briefing Documents and customer‑facing materials, ensuring accuracy, consistency, and clarity.

• Support the development and execution of Quality Improvement Plans (QIPs) for key customers, aligned with broader BPG quality strategy.

• Drive standardization of customer advocacy processes, tools, KPIs, and reporting within scope.

• Identify opportunities to improve efficiency, consistency, and customer experience through data, digital tools, and best practices.

• Drive internal actions required to ensure adequate and timely resolution of Customer Quality issues.

• Act as a role model for a strong quality culture and a "Making Quality Personal" mindset.

• Collaborate closely with the Director, Quality – Customer Advocacy to provide input on customer trends, risks, and strategic priorities.

• Promote positive customer success.

• Bachelor’s Degree in Science or related field required

• ASQ or similar quality certification (preferred)

• Minimum of 7-10 years’ experience in pharmaceutical, bioprocessing, or medical device manufacturing.

• Prior experience with product complaints, deviations, CAPA, and root cause analysis.

• Demonstrated experience managing complex customer quality issues and escalations within the company and with Customers.

• Proven track record of direct customer interaction,…