Senior Manager Quality Complaints

What you will do

Let’s do this. Let’s change the world. In this vital role you will own and implements the end-to-end global complaint process and management system, ensuring appropriate business connection across Amgen. In doing so, the focus is on assuring complaint processes and systems remain fully compliant through the quality operating standards and procedures to current, emerging internal and external requirements. In addition, the team translates information from the market to drive continuous improvement.

The Senior Manager Quality Complaints oversees the complaint management process ensuring compliance with company policies/procedures and regulatory requirements. Senior Manager Quality Complaints supervises a team of Complaint Investigators/Managers conducting standard and advanced investigations and implementing process improvement initiatives.

Ensures execution of the quality complaint process in compliance with the applicable procedures, laws and regulations

Ensures quality of tasks and complaint records

Leads team initiatives/projects

Establishes performance expectations and monitors for daily improvement

Prioritizes workload as needed based on the changing incoming volumes or records

Leads and mentors a team of complaint investigators, providing guidance and support as needed

Raises potential quality issues to management

Monitors team's performance and oversight of staff's performance and development

Assures training is continuously maintained

Accountable for day-to-day operations of the staff members under their supervision

Participates in audits and assessments as required, providing documentation and information on complaint management processes

Fosters a culture of continuous improvement and customer-centricity within the team

Leads the development of strategies/reasons of internal team or cross functional initiatives/projects (e.g., Operational Excellence, Productivity, Continuous Improvement) including project timelines and priorities

Owns and maintains workforce models, training plans, and staff recruiting onboarding/offboarding

What we expect of you

We are all different, yet we all use our unique contributions to serve patients.


Basic Qualifications:

Doctorate degree and 2 years of quality management experience, with focus on complaints handling OR

Master’s degree and 8 to 10 years of quality management experience, with focus on complaints handling OR

Bachelor’s degree and 10 to 14 years of quality management experience, with focus on complaints handling OR

Diploma and 14 to 18 years of quality management experience, with focus on complaints handling experience

Preferred Qualifications:

Quality and manufacturing experience in biotech, medical device or pharmaceutical industry

Leadership skills and the ability to oversee multiple projects simultaneously

Ability to successfully manage workload to timelines

Familiarity with advance project management tools

Ability to operate in a matrixed or team environment with site, functional, and executive leadership

Experience in driving decision making by using DAI principles

Understanding of quality and industry requirements/expectations of a QMS

Understanding of the applicable manufacturing/testing processes (i.e., API, Drug Substance, Drug Product, Packaging, Device manufacturing processes)

Ability to negotiate a strategic position after taking feedback from multiple sources

Demonstrated ability to lead cross-functional teams, consistently deliver on-time, and high-quality results

Building rapport with customers and colleagues to foster a collaborative environment.

Ability to managing disagreements and finding resolutions that satisfy both parties.

Adjust strategies and approaches based on the specifics of each complaint. Ability to work effectively with global, virtual teams.

Grasping reportability and steering through regulatory guidelines and compliance obligations.

View issues from the customer's perspective to better understand their concerns.

Ability to travel +/- 20% of time to domestic and international Amgen sites.

What you can expect of us

As we work to develop treatments that take care of others, we also work to care for your professional and personal growth and well-being. From our competitive benefits to our collaborative culture, we’ll support your journey every step of the way.

In addition to the base salary, Amgen offers competitive and comprehensive Total Rewards Plans that are aligned with local industry standards.

Apply now

for a career that defies imagination

Objects in your future are closer than they appear. Join us.

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