QA Manager, Customer Care

Bring more to life.

At Cytiva, one of Danaher’s 15+ operating companies, our work saves lives—and we’re all united by a shared commitment to innovate for tangible impact.

Working at Cytiva means being at the forefront of providing new solutions to transform human health. Our incredible customers undertake life-saving activities ranging from fundamental biological research to developing innovative vaccines, new medicines, and cell and gene therapies.

The QA Manager is responsible for leading customer quality case management, driving effective issue resolution and continuous improvement with global manufacturing sites, expanding localized testing capabilities to meet China customer needs, and leveraging DBS and AI tools to enhance quality processes and operational efficiency.

This role serves as a key interface between customers and cross-functional teams, such as commercial teams, manufacturing sites, and global quality functions to ensure timely, compliant, and customer-focused quality support.

In addition, this role owns the monitoring, development, and continuous improvement of Quality bowlers to ensure alignment with business objectives, customer expectations, and global quality requirements.

What you will do:

1. Customer Satisfaction & Quality Performance

• Own and maintain China QARA operational bowlers and performance dashboards to ensure visibility of quality performance and business impact.
• Establish, monitor, and continuously improve key quality metrics including complaint closure cycle time, on-time corrective and preventive actions (CAPA) completion, customer satisfaction, recurrence rate, investigation turnaround time, and localized testing performance.
• Develop effective visual management tools and performance reporting mechanisms to support management review and business decision-making.
• Lead end-to-end quality case management activities for customer complaints, product quality concerns, and field escalations.
• Drive timely investigation, root cause analysis, CAPA, and communication to customers.
• Act as the quality focal point for complex customer issues and ensure customer satisfaction through proactive follow-up and resolution.
• Develop and optimize complaint handling and escalation processes to improve responsiveness and effectiveness.
• Preferred expertise in Filtration products, including filters, filtration assemblies, and related applications, with the ability to independently assess technical quality risks and support customer investigations.

2. Global Manufacturing Site Collaboration & Continuous Improvement

• Establish strong partnerships with global manufacturing sites and global quality organizations.
• Facilitate investigation of customer complaints and quality issues with manufacturing sites to ensure timely containment and resolution.
• Lead regular quality reviews with manufacturing sites, focusing on customer feedback, product quality trends, and systemic improvements.
• Identify recurring issues and initiate continuous improvement projects to reduce complaint recurrence and improve customer experience.
• Represent China customer quality voice within global quality forums and influence site prioritization based on business impact and customer needs.

3. Localized Testing Capability Development & Project Management

• Identify gaps between global testing capabilities and China customer expectations.
• Develop and manage localized testing programs to support complaint investigations, product verification, and customer requests.
• Collaborate with Product Engineering, Validation, R&D, Technical Support, and external laboratories to establish robust testing methodologies.
• Ensure localized testing activities comply with applicable quality system requirements and global standards.
• Evaluate emerging customer requirements and industry trends to continuously enhance local testing capabilities.
• Drive laboratory capability expansion projects that improve turnaround time, technical support quality, and customer responsiveness.

4. DBS & AI-Driven Quality Excellence

• Apply Danaher Business System (DBS) principles and tools to improve quality processes, case management efficiency, and operational performance.
• Lead Kaizen events, problem-solving initiatives, visual management activities, and bowler reviews.
• Promote a culture of continuous improvement throughout the organization.
• Leverage AI and digital technologies to enhance complaint analysis, document generation, knowledge management, trend monitoring, and reporting.
• Identify opportunities for automation and digitalization to reduce manual workload and improve decision-making quality.
• Develop data-driven approaches to monitor quality performance and accelerate issue resolution.
• Act as a change agent for adoption of AI-enabled quality practices within the China QARA organization.

Who you are:

• Bachelor’s degree or above in Life Sciences, Biotechnology, Engineering, Chemistry, Quality Management, or related disciplines
• Ability to communicate effectively in both Mandarin and English
• 8+ years of experience in Quality Assurance, Quality Engineering, Manufacturing Quality, or Customer Quality within life sciences, biopharmaceutical, medical technology, or related industries
• Demonstrated experience in customer complaint handling, investigation management, and CAPA systems
• Experience working with global manufacturing sites and cross-functional international teams
• Experience in filtration technologies, bioprocess consumables, or single-use technologies is highly preferred

It would be a plus if you also possess previous experience, such as:

• Strong knowledge of GMP, ISO quality systems, risk management
• Excellent root cause analysis and problem-solving capability
• Strong project management and stakeholder influencing skills
• Familiarity with DBS/Lean/Six Sigma methodologies preferred
• Interest and practical experience in AI and digital solutions applied to quality management is a strong plus

Cytiva, a Danaher operating company, offers a broad array of comprehensive, competitive benefit programs that add value to our lives. Whether it’s a health care program or paid time off, our programs contribute to life beyond the job. Check out our benefits at Danaher Benefits Info.

Join our winning team today. Together, we’ll accelerate the real-life impact of tomorrow’s science and technology. We partner with customers across the globe to help them solve their most complex challenges, architecting solutions that bring the power of science to life.

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