Global Quality Customer Lead - Remote US

Work Schedule

Environmental Conditions

Job Description

The Global Quality Customer Lead (GQCL) serves as the primary customer-facing Quality leader for assigned strategic accounts across the Drug Product Division. The role partners closely with Site Quality Heads, Site Quality Project Leads, Customer Operations, Commercial partners, and Quality leadership to align account governance, strengthen executive-level customer relationships, and provide proactive visibility to quality risks, trends, and opportunities.

The GQCL is accountable for leading the Quality engagement strategy for assigned accounts, coordinating and communicating quality performance across products and manufacturing sites, and driving harmonization of quality practices to ensure a consistent customer experience. The role supports governance forums and serves as a senior Quality escalation leader in collaboration with Customer Operations and Commercial partners. By enhancing transparency, consistency, and alignment, the GQCL helps position Thermo Fisher Quality as a trusted strategic partner.

How you can make a difference / Key Responsibilities:

• Create a competitive advantage for key strategic accounts by strengthening customer confidence, transparency, and trust in Thermo Fisher Quality.

• Serve as the primary customer-facing Quality leader for assigned strategic accounts, ensuring a consistent and aligned Quality voice across sites, products, and governance forums.

• Build and maintain effective relationships with customer Quality stakeholders, including executive-level contacts where appropriate, to support long-term partnership and strategic alignment.

• Partner with Site Quality Heads, Site Quality Project Leads, Commercial partners, Strategic Account leadership, and Quality leadership to align on customer priorities, governance needs, and risk sensitivities.

• Lead Quality participation in account governance forums, including Joint Steering Committees, Business Review Meetings, and other strategic customer meetings.

• Coordinate and communicate quality performance across products, sites, and functions to provide customers with clear, accurate, and timely updates.

• Develop and maintain account-level Quality health visibility through standard metrics, trends, and early-warning indicators to identify risks before escalation.

• Monitor quality improvement plans, customer commitments, and corrective actions, ensuring plans are structured appropriately, communicated clearly, and delivered on time.

• Provide structured escalation leadership for significant quality issues, coordinating site and functional teams to support timely resolution and customer communication.

• Standardize and elevate customer-facing Quality communications through clear, concise, and insight-driven reporting, dashboards, and governance content.

• Translate customer feedback, recurring themes, and account trends into actions that improve service, strengthen trust, and support continuous improvement.

• Liaise with PSG Strategic Accounts QA Sponsor, Business Unit Leads, and other senior leaders to support executive alignment, customer opportunities, and high-impact escalations.

• Partner with Customer Experience and other cross-functional teams to ensure quality-related customer insights are reflected in account planning, governance, and closed-loop action.

• Support the evolution of the Quality organization from a reactive issue-response model to a more proactive and data-enabled customer engagement capability.

Keys to Success:

Education:

Advanced Degree plus 6 years of experience, or Bachelor's Degree plus 8 years of industry experience in pharmaceutical, medical device, or regulated life sciences industry required.

Experience:

• 10+ years of experience within pharmaceutical industries, including extensive experience in GMP-regulated manufacturing environments and quality operations

• In-depth understanding of GxP regulatory requirements and quality systems supporting clinical and commercial pharmaceutical operations.

• Demonstrated experience leading quality improvement initiatives and driving change management Demonstrated ability to build credibility and trust with customer stakeholders, including senior and executive-level contacts.

• Strong business acumen and understanding of strategic account management, customer governance, and relationship management in a complex global organization.

• Ability to travel 20-25%

Compensation