Manager, Quality Engineering Product Surveillance

The Manager, Quality Engineering Product Surveillance is a key leadership role responsible for advancing product quality, strengthening customer confidence, and supporting Repligen's ISO 9001 Quality Management System. Reporting to the QA Director, this individual will lead a team focused on quality investigations, continuous improvement, and cross-functional problem solving while fostering a culture of accountability, collaboration, and operational excellence.

This hands-on leader will partner closely with Engineering, Manufacturing, Quality, and Customer-facing teams to address complex quality challenges, drive sustainable improvements, and ensure timely resolution of product-related issues. The ideal candidate brings strong quality systems expertise, a passion for developing people, and the ability to influence across functions while maintaining a strong focus on customer success, team development, and business results.

This role is expected to model our Leadership Behaviors—Integrity & Compliance, Customer Focus, Collaboration, Courage, Team Empowerment, and Accountability & Results—in all aspects of work.

Responsibilities:

Lead and support the ongoing management and maintenance of the electronic complaint management system, ensuring data integrity, efficiency, and compliance with established processes.

Provide day-to-day leadership for complaint handling activities, establishing priorities, managing escalations, removing roadblocks, and ensuring timely, high-quality execution across the team.

Lead complex, cross-functional investigations involving Quality, Manufacturing, Engineering, and Customer-facing teams to identify root causes and drive effective resolution of product and service failures.

Champion a proactive approach to problem-solving by driving corrective and preventive actions that address root causes, reduce risk, and prevent recurrence.

Build strong partnerships with customers by participating in investigation discussions, communicating findings, and providing clear, timely updates on corrective actions and quality improvements.

Develop, coach, and empower team members to confidently execute complaint handling activities while strengthening their understanding of quality system requirements, customer expectations, and ISO 9001 principles.

Drive accountability through the monitoring, analysis, and communication of complaint metrics and key performance indicators, leveraging trend data to identify opportunities for continuous improvement.

Serve as a trusted liaison between customers, Production, Engineering, and Quality teams, fostering collaboration and alignment to achieve the best possible outcomes for both customers and the business.

Support strategic customer priorities and escalations by balancing customer needs, business objectives, and quality requirements with sound judgment and a sense of urgency.

Lead, develop, and retain a high-performing Quality team through coaching, feedback, talent development, and performance management.

Plan and deploy quality resources effectively to meet business demands while maintaining high standards for customer responsiveness, compliance, and operational excellence.

Demonstrate courage and leadership in addressing complex quality issues, making data-driven decisions, and driving improvements that strengthen both customer confidence and product quality.

Education & Experience Bachelor's degree in Engineering, Life Sciences, or a related field.
7+ years of Quality Assurance and Quality Management Systems experience.

Minimum of 3 years of leadership experience.

Strong knowledge of ISO 9001 requirements and quality management system principles.

Demonstrated expertise in complaint handling, CAPA, root cause analysis, and continuous improvement…