Job ID R-413419 Date posted 12/19/2021

Be part of something bigger at BD. Here, you’ll help us continually improve how we do things every day; to be more efficient, more effective and better serve our customers. You’ll do this within an exceptional team all striving to make sure that everything we do complies with regulations and standards, not just because it’s the right thing to do, but because our products impact people’s quality of life. Here, you’ll put your compliance experience, high expectations and attention to detail to the very best use: advancing the world of health™. At BD, you can make a true difference of one.

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Job Description Summary

As LifeScience Segment Post Market Quality Ops - Manager, you will report to the Director, Post Market Quality Operations, and provide direct management to technical and supervisory staff. The role contributes to strategy and determines tactics required to achieve plant, business unit and functional objectives. Through outstanding communication and effective problem solving, the manager ensures product safety, product quality and compliance with all relevant global regulations and customer expectations. The Manager produces durable and industry leading results by supporting key business drivers in both USA and the Canada Region. RELOCATION PACKAGE IS AVAILABLE. INDIVIDUALS ARE REQUIRED TO BE IN THE OFFICE 1 DAY PER WEEK.

Job Description

Be part of something bigger!

BD is one of the largest global medical technology companies in the world and is advancing the world of health by improving medical discovery, diagnostics and the delivery of care. We have over 65,000 employees and a presence in virtually every country around the world to address some of the most challenging global health issues.

Our vision for Quality at BD

Our Inspire Quality strategy is to become a best-in-class quality organization. Quality is at the core of what we do to provide safe, effective products and services to patients; it is the foundation of patient and customer trust as we continue advancing the world of health.

Job Overview

Key responsibilities will include:

  • Ensure Complaints Management end to end process is in compliance with all applicable regulatory requirements, including all adopted industry standards and BD Corporate Quality and Regulatory Compliance Policies. (i.e. product complaint intake, Global (FDA) MDR reporting, customer communications)
  • Execute E2E complaint management processes across all business units to improve customer experience and reduce escalated issues.
  • Provide leadership directives; mentor and develop associates.
  • Build strong, influential and effective relationships with business, regions, and functional and technical partners to build trust and influence multiple levels within the organization.
  • Ensure complaints management and customer relations group is aligned with “Go to Market” strategy, enhancing the customer experience and ensuring customer excellence.
  • Employ best practices, and apply continuous improvement and IT tools to accelerate Quality excellence.
  • Influence and/or lead initiatives to drive process complaints management optimization, and support the adoption of process initiatives to reinforce the need for change.
  • Proactively engage organizational leadership and communicate project progress, issues and solutions.
  • Lead internal audits, corporate audits and notified bodies audits.

Primary Responsibilities and Duties

  • 25% Engage with quality networks as well as business unit and associates by effectively promoting and aligning organizational goals with the company’s mission and vision. Pursue and actively manage key stakeholder relationships.
  • 20% Ensure function is organized and resourced to fulfill obligations and align with applicable regulations and procedures.
  • 10% Mentor and develop personnel, including dedicated succession planning and contingency management.
  • 10% Continuously evaluate progress toward objectives adapting them to meet customer and business needs.
  • 5% Pursue and maintain a functional knowledge of global regulations.
  • 10% Manage customer impacting issues; prioritize solutions that uphold company standards.
  • 10% May serve as “management representative” for notified bodies and liaison with regulatory authorities and customers by hosting and managing related audits and ensuring effective resolution.
  • 10% As appropriate, serves on Leadership Teams such as ESC (Executive Steering Committee), Plant LT (Leadership Team), Extended Quality LT.
  • Moderate Travel (15%) to Salt Lake City and/or San Antonio site.

About you:

To be successful in this role, you require:

  • High level problem identification, and analysis skills, and the ability to formulate technical and business solutions.
  • Strong product knowledge.
  • Motivation, self-direction, and the ability to prioritize and work with minimal supervision.
  • Teamwork, influence and collaboration skills as well as mentoring and people development skills.
  • The ability to develop and maintain a diverse workforce and work environment.
  • Experience in complaints management, recalls and customer escalated issues.


  • Strong analytical, deductive reasoning and listening skills.
  • Ability to influence without authority and deal effectively with ambiguity.
  • Strong customer service and skills.
  • Strong project management skills.
  • Demonstrated use of computer based analytical, statistical and modeling tools to identify and improve processes; must be proficient in excel, and able to quickly demonstrate proficiency in complaint handling platforms.

Education and experience required:

  • BA or BS degree or 6 years’ relative experience in lieu of a degree.
  • A minimum of 8 years relevant experience or a combination of equivalent education and 10 years proven experience.
  • CAPA investigations experience and extensive knowledge of Quality System standards and regulations including 21 CFR 803 & 820, and ISO 13485/ISO 14971.
  • Strong demonstrated experience in data management and the preparation of materials for meetings and presentations.
  • Advanced knowledge in Excel and Access.
  • Demonstrated abilities in building a tailored complaints communication model and in developing a Customer Escalation Process and Dashboard.

Why join us?

A career at BD means being part of a team that values your opinions and contributions and that empowers you to bring your authentic self to work. Here our associates can fulfill their life’s purpose through the work that they do every day.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. Our Total Rewards program — which includes competitive pay, benefits, continuous learning, recognition, career growth, and life balance components — is designed to support the varying needs of our diverse and global associates.

To learn more about BD visit

Becton, Dickinson and Company is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of 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, or any other protected status.

Primary Work Location

USA TX - San Antonio

Additional Locations

Work Shift


Success Profile

What makes a successful Quality Professional at BD? Check out the top traits we’re looking for and see if you have the right mix.

  • Ambitious
  • Collaborative
  • Goal-oriented
  • Persuasive
  • Results-driven
  • Self-starter

Advancing the world of health™

BD is one of the largest global medical technology companies in the world and is advancing the world of health™ by improving medical discovery, diagnostics and the delivery of care. BD helps customers enhance outcomes, lower costs, increase efficiencies, improve safety and expand access to health care.

BD is unique in how fully dedicated it is to a specific disease state. It makes it clear how the work we do directly impacts the daily lives of the patients we serve.

Eric Rainis
Senior Director Quality Management

To know that our products touch 30 million people with diabetes around the globe is powerful and fuels our teams to deliver best in class products to them each and every day.

Bridget Bagnato
VPGM Injection

It is inspiring to see BD products to be used globally to advance human healthcare.

Yang Zeng
Manager Medical Laboratory



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