Manager, Product Quality & Complaint Management
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Overview
Schedule
Full-time
Career level
Director
Remote
On-site
Compensation
$110,858-$156,358/year
Benefits
Health Insurance
Dental Insurance
Vision Insurance
Job Description
The Manager, Product Quality & Complaint Management is a key leadership role responsible for advancing product quality, strengthening customer confidence, and supporting Repligen's ISO 9001 Quality Management System. Reporting to the QA Director, this individual will lead a team focused on quality investigations, continuous improvement, and cross-functional problem solving while fostering a culture of accountability, collaboration, and operational excellence.This hands-on leader will partner closely with Engineering, Manufacturing, Quality, and Customer-facing teams to address complex quality challenges, drive sustainable improvements, and ensure timely resolution of product-related issues. The ideal candidate brings strong quality systems expertise, a passion for developing people, and the ability to influence across functions while maintaining a strong focus on customer success, team development, and business results.This role is expected to model our Leadership Behaviors—Integrity & Compliance, Customer Focus, Collaboration, Courage, Team Empowerment, and Accountability & Results—in all aspects of work.
Responsibilities:
- Leadandsupporttheongoingmanagementandmaintenanceoftheelectroniccomplaintmanagementsystem,ensuringdataintegrity,efficiency,andcompliancewithestablishedprocesses.
- Provideday-to-dayleadershipforcomplainthandlingactivities,establishingpriorities,managingescalations,removingroadblocks,andensuringtimely,high-qualityexecutionacrosstheteam.
- Leadcomplex,cross-functionalinvestigationsinvolvingQuality,Manufacturing,Engineering,andCustomer-facingteamstoidentifyrootcausesanddriveeffectiveresolutionofproductandservicefailures.
- Championaproactiveapproachtoproblem-solvingbydrivingcorrectiveandpreventiveactionsthataddressrootcauses,reducerisk,andpreventrecurrence.
- Buildstrongpartnershipswithcustomersbyparticipatingininvestigationdiscussions,communicatingfindings,andprovidingclear,timelyupdatesoncorrectiveactionsandqualityimprovements.
- Develop,coach,andempowerteammemberstoconfidentlyexecutecomplainthandlingactivitieswhilestrengtheningtheirunderstandingofqualitysystemrequirements,customerexpectations,andISO9001principles.
- Driveaccountabilitythroughthemonitoring,analysis,andcommunicationofcomplaintmetricsandkeyperformanceindicators,leveragingtrenddatatoidentifyopportunitiesforcontinuousimprovement.
- Serveasatrustedliaisonbetweencustomers,Production,Engineering,andQualityteams,fosteringcollaborationandalignmenttoachievethebestpossibleoutcomesforbothcustomersandthebusiness.
- Supportstrategiccustomerprioritiesandescalationsbybalancingcustomerneeds,businessobjectives,andqualityrequirementswithsoundjudgmentandasenseofurgency.
- Lead,develop,andretainahigh-performingQualityteamthroughcoaching,feedback,talentdevelopment,andperformancemanagement.
- Plananddeployqualityresourceseffectivelytomeetbusinessdemandswhilemaintaininghighstandardsforcustomerresponsiveness,compliance,andoperationalexcellence.
- Demonstratecourageandleadershipinaddressingcomplexqualityissues,makingdata-drivendecisions,anddrivingimprovementsthatstrengthenbothcustomerconfidenceandproductquality.
Education & Experience
- Bachelor's degree in Engineering, Life Sciences, or a related field.
- 7+ years of Quality Assurance and Quality Management Systems experience.
- Minimum of 3 years of leadership experience.
- Strong knowledge of ISO 9001 requirements and quality management system principles.
- Demonstrated expertise in complaint handling, CAPA, root cause analysis, and continuous improvement methodologies.
- Experience working with electronic quality management systems.
- Proven ability to lead teams, influence cross-functional partners, and drive results with minimal supervision.
- Experience leading internal and external quality audits.
- Strong collaboration and stakeholder management skills across multiple functions and organizational levels.
- Excellent organizational skills and attention to detail.
- Proficiency with business and manufacturing software applications, including word processing, presentations, spreadsheets, databases, and internet-based tools.
- Strong technical writing, communication, and presentation skills.
- Ability to effectively communicate with both internal and external stakeholders.
- Salesforce.com experience is a plus.
Our mission is to inspire advances in bioprocessing as a trusted partner in the production of biologic drugs that improve human health worldwide. Focused on cost and process efficiencies, we deliver innovative technologies and solutions that help set new standards in bioprocessing. The estimated base salary range for this role, based in the United States of America is $110,858-$156,358. Compensation decisions are dependent on several factors including, but not limited to an individual's ,qualifications, location, internal equity, and alignment with market data. Additionally, employees are eligible to participate in one of our variable cash programs (bonus or commission) and eligible roles may receive equity as part of the compensation package. We offer a wide range of benefits such as paid time off, health/dental/vision, retirement benefits and flexible spending accounts. All compensation and benefits information will be confirmed in writing at the time of offer.
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FAQs About Manager, Product Quality & Complaint Management Jobs at Repligen Corporation
What is the work location for this position at Repligen Corporation?
This job at Repligen Corporation is located in Marlborough, Massachusetts, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Repligen Corporation?
Candidates can expect a pay range of $110,858 and $156,358 per year.
What employment applies to this position at Repligen Corporation?
Repligen Corporation lists this role as a Full-time position.
What experience level is required for this role at Repligen Corporation?
Repligen Corporation is looking for a candidate with "Director" experience level.
What benefits are offered by Repligen Corporation for this role?
Repligen Corporation offers following benefits: Health Insurance, Dental Insurance, Vision Insurance, Paid Vacation, 401k Matching/Retirement Savings, and Health & Wellness Programs for this position. Actual benefits may vary depending on the employer's policies and employment terms.
What is the process to apply for this position at Repligen Corporation?
You can apply for this role at Repligen Corporation either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.