Merck KGaA

Work Your Magic with us! Start your next chapter and join MilliporeSigma.

Ready to explore, break barriers, and discover more? We know you’ve got big plans – so do we! Our colleagues across the globe love innovating with science and technology to enrich people’s lives with our solutions in Healthcare, Life Science, and Electronics. Together, we dream big and are passionate about caring for our rich mix of people, customers, patients, and planet. That's why we are always looking for curious minds that see themselves imagining the unimaginable with us.

This role does not offer sponsorship for work authorization. External applicants must be eligible to work in the US.

Your Role

The Quality Customer Care (QCC) Program Manager is responsible for planning and directing activities to ensure that customer complaints and in-process yield defects are investigated and addressed in a timely manner, in full compliance with cGMP standards. This role requires a collaborative leader who can establish and drive departmental goals aligned with business objectives and a culture of continuous improvement. The ideal candidate will bring proven leadership skills with the ability to motivate, inspire, and build a high-performing team, along with strong written and verbal communication abilities. Success in this position requires the ability to manage effectively within a complex, matrixed, and fast-paced environment, make confident, pragmatic, and risk-based decisions, and prioritize workloads to maintain departmental focus. A high level of intellectual agility, problem-solving capability, and decision-making strength is essential. The QCC Program Manager must also be a collaborative team player committed to sharing best practices, driving positive change, and constructively challenging the status quo in a respectful and professional manner.

Essential Job Functions:

• Lead, manage and develop qualified staff to ensure effective execution of complaint and defect investigations.
• Drive improvement in customer experience – complaint reduction, etc.
• Provide sound quality input to validation planning and execution, including R&D product transfers.
• Provide support as needed to Quality, Engineering, and Operations groups in troubleshooting and development of process technology and continuous improvement programs. Utilize sound statistical based facts to bring value to the customer.
• Drive product and process improvements through thorough investigations and effective root cause analysis. Drive risk mitigation and effective process controls.
• Develop and implement standardized metrics that guide actions and promote continuous improvement (e.g. FPQ, CAPA, etc.)
• Implement and maintain tracking and trending to identify potential out of trend conditions and proactively mitigate.

Who You Are

Minimum Qualifications:

• Bachelor’s degree in any discipline.
• 2+years’ experience leading an organization in a manufacturing setting with proven track record of successful performance.

Preferred Qualifications:

• Experience developing organizational vision and supporting goals and objectives. Track record of driving successful change initiatives that have resulted in favorable business outcomes.
• Bachelor’s degree in Engineering or Science discipline.
• Experience working with customers and internal/external stakeholders from different geographies. Cultural sensitivity and awareness.
• Understanding or experience with ISO & FDA regulations (such as 21 CFR 820, 210 & 211) a strong plus.
• Black Belt or Green Belt, CQE, CQA, CMQ/OE, CQPA certificate

What we offer: We are curious minds that come from a broad range of backgrounds, perspectives, and life experiences. We believe that this variety drives excellence and innovation, strengthening our ability to lead in science and technology. We are committed to creating access and opportunities for all to develop and grow at your own pace. Join us in building a culture of inclusion and belonging that impacts millions and empowers everyone to work their magic and champion human progress!

Apply now and become a part of a team that is dedicated to Sparking Discovery and Elevating Humanity!