Sr Manager, Customer Quality Excellence

We are the people who give possibilities purpose

BD is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities.

Job Description

Reporting to the VP of Quality Management, the Senior Manager, Customer Quality Excellence is responsible for driving effective management of customer quality escalations and critical customer issues. This role serves as the voice of the customer within the Quality organization, ensuring rapid resolution of customer concerns while identifying and leading systemic improvements that enhance product quality, reliability, and customer confidence. This role will also collaborate with instrument companies to support troubleshooting of quality issues and effectively navigate changes to either blood collection products or instruments that can impact compatibility.

The incumbent partners closely with Commercial, Customer Service, Operations, R&D, Regulatory Affairs, Medical Affairs, and Quality teams to proactively identify emerging quality risks, manage high-priority customer escalations, and convert customer feedback into actionable improvements. Through strong leadership, data-driven decision making, and cross-functional collaboration, this role strengthens customer trust, accelerates complaint resolution, and improves overall customer experience.

Responsibilities

• Serve as the quality leader for high-impact customer escalations and critical customer issues.
• Establish and maintain global escalation processes, governance, and response expectations.
• Ensure timely investigation, communication, containment, root cause determination, and resolution of significant customer concerns.
• Act as the BD quality representative for executive-level customer interactions related to product quality events.

• Develop mechanisms to capture, analyze, and communicate customer feedback and quality concerns.
• Transform customer insights into strategic recommendations that improve products, processes, and customer experience.
• Partner with commercial and customer-facing teams to understand emerging customer needs and expectations.

• Partner with Manufacturing, Supplier Quality, Regulatory Affairs, Medical Affairs, Commercial, and Customer Service teams to ensure alignment on customer-related quality priorities.
• Provide leadership updates and executive reporting regarding customer quality performance, trends, and key risks.
• Support customer visits, audits, and strategic customer engagements as required.

Qualifications

• Typically requires a bachelor’s degree in science, engineering, or a related discipline, along with a minimum of eight years of progressive Quality leadership experience.

• Experience in complaint handling, customer quality, quality systems, CAPA, investigations, and risk management required.
• Candidates with direct experience in a reference laboratory or other healthcare or diagnostic laboratory environment are strongly preferred.
• Experience leading Lean, Six Sigma, or operational excellence programs, including certification in at least one problem-solving methodology (Six Sigma, 8D, Lean) preferred.

At BD, we are committed to supporting our associates’ well-being, development, and success through a performance-based culture. For this position, BD offers a competitive compensation package along with the following benefits specific to this role:

· Annual Bonus

· Potential Discretionary LTI Bonus

· Potential reimbursement of phone use

Health and Well-being Benefits

· Medical coverage

· Health Savings Accounts

· Flexible Spending Accounts

· Dental coverage

· Vision coverage

· Hospital Care Insurance

· Critical Illness Insurance

· Accidental Injury Insurance

· Life and AD&D insurance

· Short-term disability coverage

· Long-term disability insurance

· Long-term care with life insurance

Other Well-being Resources

· Anxiety management program

· Wellness incentives

· Sleep improvement program

· Diabetes management program

· Virtual physical therapy

· Emotional/mental health support programs

· Weight management programs

· Gastrointestinal health program

· Substance use management program

· Musculoskeletal surgery, cancer treatment, and bariatric surgery benefit

Retirement and Financial Well-being

· BD 401(k) Plan

· BD Deferred Compensation and Restoration Plan

· 529 College Savings Plan

· Financial counseling

· Baxter Credit Union (BCU)

· Daily Pay

· College financial aid and application guidance

Life Balance Programs

· Paid time off (PTO), including all required State leaves

· Educational assistance/tuition reimbursement

· MetLife Legal Plan

· Group auto and home insurance

· Pet insurance

· Commuter benefits

· Discounts on products and services

· Academic Achievement Scholarship

· Service Recognition Awards

· Employer matching donation

· Workplace accommodations

Other Life Balance Programs

· Adoption assistance

· Backup day care and eldercare

· Support for neurodivergent adults, children, and caregivers

· Caregiving assistance for elderly and special needs individuals

· Employee Assistance Program (EAP)

· Paid Parental Leave

· Support for fertility, birthing, postpartum, and age-related hormonal changes

Leave Programs

· Bereavement leaves

· Military leave

· Personal leave

· Family and Medical Leave (FML)

· Jury and Witness Duty Leave

Why Join Us?

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of healthcare. At BD, you’ll discover a culture in which you can learn, grow and thrive.

We believe that when people connect in person, we learn faster, collaborate more deeply, and build a stronger culture. Join us and enjoy a culture where face-to-face collaboration supports your learning, your progress, and your success.

To learn more about BD visit https://bd.com/careers.

Becton, Dickinson, and Company is an Equal Opportunity Employer. We evaluate applicants without regard to race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, and other legally protected characteristics.

Required Skills

Optional Skills

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Primary Work Location

USA NJ - Franklin Lakes

Additional Locations

Work Shift

At BD, we reward, support and develop our associates through our comprehensive Total Rewards program. We are committed to attracting and retaining high quality talent by providing reward and recognition opportunities that promote a performance-based culture, as well as a competitive package of compensation and benefits programs. You can learn more on our career site under "Our Commitment to You."

Our salary or hourly rate ranges reward associates fairly and competitively. We regularly review these ranges and factors, such as location, contribute to the range displayed.

Our pay is based on the role and the necessary skills and education to perform it successfully. The salary or hourly rate offered is determined by the role's specific requirements, including any applicable step rate pay system at the work location. Salary or hourly pay ranges are influenced by labor laws and Collective Bargaining Agreement (CBA) requirements applicable to the work location which may also affect the workplace arrangement of the role.

Salary Range Information

$172,000.00 - $275,200.00 USD Annual