Senior Manager, Customer Focused Quality

Requisition ID:  31669  

 

At Terumo Blood and Cell Technologies, our 7,000+ global associates proud to come to work each day, knowing that what we do impacts the lives of patients around the world.

 

We make medical devices and related products that are used to collect, separate, manufacture and process various components of blood and cells. With our innovative technologies and service offerings, we touch a patient’s life every second of every day and are committed to continuing to increase the number of patients we serve.

 

With some of the best and brightest minds in the industry, an unmatched global footprint, comprehensive benefits and a distinct culture, Terumo Blood and Cell Technologies is a great place to work, grow and be part of a team that is focused on making a difference. Consider joining our team and unlock your potential. 

We are seeking a dynamic and proactive Customer-focused Sr Manager to join our Quality Organization to focus on supporting our newest product platform, Rika. As a pivotal member of our team, you will be responsible for ensuring the success and satisfaction of our Rika customers in their quality-related interactions and experiences with this product. You will work closely with both our customers, internal commercial teams, and internal quality teams (manufacturing quality, contract manufacturing, supplier quality, complaints team, commercial quality, etc) to drive value, resolve issues, and drive continuous improvement.

 

Responsibilities:

• Customer Engagement: Build and nurture relationships with key customers, serving as their primary point of contact for quality-related concerns, feedback, and inquiries. Proactively engage with customers to understand their needs, challenges, and goals.
• Quality Advocacy: Act as an advocate for customers within the quality department, communicating their needs, issues, and suggestions effectively. Collaborate with cross-functional teams to address quality or quality process concerns and ensure the delivery of high-quality products or services.
• Customer Strategy: Develop and implement strategies to drive customer satisfaction in the context of quality, including creating and executing plans that enhance the customer experience and satisfaction with the Rika product line.
• Issue Resolution: Address customer issues or concerns promptly and effectively. Investigate quality-related complaints or inquiries, work with internal teams to resolve issues, and communicate solutions to customers in a timely manner.
• Feedback Collection and Analysis: Gather feedback from customers regarding their quality experiences, analyze trends, and present insights to the quality team to drive process improvements and product/service enhancements.
• Performance Metrics: Define, track, and report on key performance indicators related to customer success in the quality department. Use data to measure customer satisfaction, identify areas for improvement, and showcase success.

 

Qualifications:

• Bachelor’s degree in a relevant field (Quality Management, Business, or a related discipline).
• 5+ years of proven experience in a customer-facing role, preferably in a quality-focused environment in the medical device industry.
• 3+ years of cross-functional and/or direct leadership experience managing teams, such as clinical, training, complaint handling, or marketing teams. 
• Strong understanding of quality management principles and practices, quality management systems, and FDA regulations.
• Exceptional communication and interpersonal skills with the ability to engage with customers and internal stakeholders at all levels.
• Analytical mindset with the ability to derive insights from customer feedback and data. Comfortable and familiar with tools such as Excel, PowerBI, complaint data, etc. Ability to synthesize data and present it clearly, concisely, and compellingly.
• Proactive problem-solving skills and the ability to collaborate effectively with cross-functional teams.

 

This role offers an exciting opportunity to make a significant impact on both customer satisfaction and the continuous improvement of our quality processes. The ideal candidate will be passionate about customer success, dedicated to driving quality excellence, and thrive in a dynamic, collaborative environment.

 

PHYSICAL REQUIREMENTS

General Labor Environment requirements include: use of personal protective equipment, reading, speaking, hearing, walking, bending, standing, stretching/reaching, hand/finger dexterity, and occasional lifting up to 50 pounds, or transporting up to 500 pounds via carts or mechanized equipment.

 

The physical demands described here are representative of those that must