Quality Customer Interface SEA Manager

Lonza; New York (NY); On-site; Confidential; Full time

Benefits offered by this job

Career growth opportunities

Inclusive workplace

Competitive benefits

Job summary

Lonza seeks a Regional Customer Interface Quality Manager to coordinate customer quality requirements and inquiries across SEA and AU/NZ, acting as the Voice of the Customer within the Quality organization.

The role is site-based and drives CAPA, investigations, and continuous improvement across the Lonza CHI manufacturing network, ensuring GMP compliance and strong stakeholder partnerships.

Qualifications

• Bachelor's degree in pharmacy, pharmaceutical sciences, life sciences, biotechnology, chemistry, or related field.
• Minimum 5–10 years in QA, customer quality or related function in pharma/biotech.

Responsibilities

• Serve as the primary Quality point of contact for Commercial teams and customers across SEA and AU/NZ.
• Partner with Commercial teams to address customer quality requirements and technical requests.
• Coordinate timely responses to customer quality inquiries per Lonza standards and regulatory requirements.
• Act as the key Quality liaison between Commercial teams, customers and CHI manufacturing sites.
• Coordinate customer quality complaints, escalations and investigations with stakeholders and timelines.
• Support root cause investigations and CAPA implementations.
• Monitor complaint trends and identify recurring issues and risks.
• Translate customer feedback into actionable improvement initiatives as Voice of the Customer.
• Drive continuous improvement and standardization with Site Quality and cross-functional teams.
• Ensure customer-facing quality documentation is accurate and compliant.
• Establish and maintain regional quality reporting and trending tools.
• Analyze quality data to identify proactive improvement opportunities and risk reduction.
• Prepare quality performance updates for regional stakeholders.
• Lead cross-functional discussions within a matrix organization.
• Support customer quality meetings, reviews and audits.
• Ensure activities comply with QMS, GMP, and Lonza policies.

Skills

Quality Assurance

Customer Interaction

GMP Knowledge

Stakeholder Management

English Communication

Education

Bachelor's degree in Pharmacy or Life Sciences

Tools

Quality Management System (QMS)

CAPA Tracking

Job description

As a Regional Customer Interface Quality Manager (SEA & AU/NZ), you will serve as the primary Quality interface between Commercial teams and customers across Southeast Asia and Australia/New Zealand and Lonza's CHI manufacturing network.

You will be responsible for ensuring customer Quality requirements, inquiries, technical requests, complaints and escalations are effectively coordinated and resolved in a timely and compliant manner. Acting as the Voice of the Customer, you will work across a regional, cross-functional environment to drive quality improvements and strengthen customer partnerships.

This is a fully site-based role. Working together in person supports close, real-time collaboration and the technical precision needed to manufacture medicines to the highest quality and safety standards.

What you'll get

• An agile career and dynamic working culture.
• An inclusive and ethical workplace.
• Compensation programs that recognize high performance.
• A variety of benefits dependent on role and location.

The full list of our global benefits can be found here: careers/benefits (careers/benefits) .

What you'll do

• Serve as the primary Quality point of contact for Commercial teams and customers across SEA and AU/NZ.
• Partner with Commercial teams to understand and address customer Quality requirements, inquiries and technical requests.
• Coordinate timely and accurate responses to customer Quality inquiries in accordance with Lonza Quality standards and applicable regulatory requirements.
• Act as the key Quality liaison between Commercial teams, customers and CHI manufacturing sites across the regional network.
• Coordinate customer Quality complaints, escalations and investigations, ensuring appropriate stakeholders are engaged and actions are progressed within agreed timelines.
• Support root cause investigations and the implementation of effective corrective and preventive actions (CAPA).
• Monitor customer complaint trends and identify recurring issues, emerging risks, and opportunities for improvement.
• Act as the Voice of the Customer within the Quality organization by translating customer feedback and business needs into actionable improvement initiatives.
• Partner with Site Quality and cross-functional teams to drive continuous improvement and standardization across the manufacturing network.
• Ensure customer-facing Quality documentation, responses and information are accurate, current and compliant with applicable requirements.
• Establish and maintain regional Quality reporting and trending tools to provide visibility of customer complaints, inquiries, trends and improvement initiatives.
• Analyze Quality data and trends to identify opportunities for proactive improvement and risk reduction.
• Prepare and present Quality performance updates and relevant insights to Regional Quality and business stakeholders.
• Lead and facilitate cross-functional discussions and initiatives within a matrix organization.
• Support customer Quality meetings, reviews and audits as required.
• Ensure all activities are performed in accordance with applicable Quality Management Systems, GMP requirements, and Lonza policies.

What we're looking for

• Bachelor's degree in pharmacy, Pharmaceutical Sciences, Life Sciences, Biotechnology, Chemistry, or related scientific discipline.
• 5-10 years of relevant experience in Quality Assurance, Customer Quality or a related Quality function within the pharmaceutical, biotechnology or regulated life sciences industry.
• Experience working with customers and/or Commercial teams in a regulated environment.
• Strong understanding of pharmaceutical Quality Management Systems and applicable GMP requirements.
• Experience managing customer complaints, Quality investigations, root cause analysis and CAPA.
• Strong stakeholder management and communication skills, with the ability to work effectively with both technical and commercial audiences.
• Demonstrated ability to influence and drive outcomes within a matrix organization without direct authority.
• Strong written and verbal English communication skills.
• Additional ASEAN language capability would be an advantage.

About Lonza

At Lonza, our people are our greatest strength. With 30+ sites across five continents, our globally connected teams work together every day to manufacture the medicines of tomorrow. Our core values of Collaboration, Accountability, Excellence, Passion, and Integrity reflect who we are and how we work together. Everyone's ideas, big or small, have the potential to improve millions of lives, and that's the kind of work we want you to be part of.

Innovation thrives when people from all backgrounds bring their unique perspectives to the table. At Lonza, we value diversity and are committed to creating an inclusive environment for all employees. If you're ready to help turn our customers' breakthrough ideas into viable therapies, we look forward to welcoming you on board.