Quality Customer Care Program Manager

Randstad Enterprise; Jaffrey (NH); On-site; USD 80,000 - 120,000; Full time

Job summary

A leading company in pharmaceutical manufacturing seeks a Quality Customer Care Program Manager in Jaffrey, NH. This role involves enhancing customer experience through effective complaint management and leading teams in compliance with cGMP standards. The ideal candidate will demonstrate strong leadership skills and a commitment to continuous improvement within a regulated environment.

Qualifications

• Minimum 2 years of leadership experience in manufacturing.
• Experience with ISO & FDA regulations is a plus.
• Certifications like Black Belt, Green Belt preferred.

Responsibilities

• Lead and develop staff for effective complaint investigations.
• Drive product improvements through root cause analysis.
• Implement metrics for continuous improvement.

Skills

Leadership

Problem Solving

Communication

Collaboration

Education

Bachelor's degree in Mechanical Engineering

Bachelor's degree in Chemical Engineering

Job description

The Quality Customer Care (QCC) Program Manager is responsible for planning and directing activities to ensure customer complaints and in-process yield defects are investigated and addressed promptly, in full compliance with cGMP standards. This role requires a collaborative leader who can establish and drive departmental goals aligned with business objectives and foster a culture of continuous improvement. The ideal candidate will demonstrate proven leadership skills, motivate and inspire teams, and possess strong communication abilities. Success in this position depends on effective management within a complex, matrixed, and fast-paced environment, making confident, pragmatic, and risk-based decisions, and prioritizing workloads to maintain departmental focus. A high level of intellectual agility, problem-solving skills, and decision-making strength is essential. The QCC Program Manager must also be a team player committed to sharing best practices, driving positive change, and constructively challenging the status quo respectfully and professionally.

Essential Job Functions:

1. Lead, manage, and develop qualified staff to ensure effective complaint and defect investigations.
2. Drive improvements in customer experience, including complaint reduction.
3. Collaborate effectively with business partners such as Technical Services, Customer Service, Quality, Process Engineering, and Operations.
4. Drive product and process improvements through thorough investigations and root cause analysis. Promote risk mitigation and effective process controls.
5. Develop and implement standardized metrics to guide actions and foster continuous improvement (e.g., FPQ, CAPA).
6. Implement and maintain tracking and trending systems to identify potential out-of-trend conditions and proactively mitigate risks.

Who You Are

Minimum Qualifications:

• Bachelor's degree in Mechanical Engineering, Chemical Engineering, or related field, with at least 2 years of leadership experience in a manufacturing setting, demonstrating successful performance.

Preferred Qualifications:

• Experience developing organizational vision, goals, and objectives; track record of driving successful change initiatives with positive business outcomes.
• Experience working with diverse stakeholders across geographies; cultural sensitivity and awareness.
• Understanding or experience with ISO & FDA regulations (such as 21 CFR 820, 210 & 211) is a strong plus.
• Certifications like Black Belt, Green Belt, CQE, CQA, CMQ/OE, CQPA.
• Occasional travel to domestic and international locations (<10%).

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Manufacturing

Industries

• Pharmaceutical Manufacturing