Quality Operations Services Manager

Summary The Quality Operations Services Manager is responsible for the end-to-end oversight, delivery, continuous improvement, and expansion of Quality Management services and Commercial Quality operational services delivered through the Istanbul service center. The role acts as the primary operational lead for Quality Event management, CAPA management, audit remediation, reporting and analytics services, operational governance, and service transitions. The position ensures compliant, efficient, and high-quality service delivery while driving operational excellence, process optimization, automation, data-driven decision making, and continuous improvement across Commercial Quality. The role is accountable for onboarding new operational services into the Istanbul delivery model and building sustainable, scalable service capabilities that support Commercial Quality globally.

Service Delivery & Operations Management Lead delivery of Quality Management and Commercial Quality operational services. Manage workload, service performance, priorities, risks, and escalations. Ensure services are delivered in accordance with Pfizer quality standards, procedures, and timelines. Serve as the primary operational point of contact for stakeholders and service governance activities. Lead onboarding of new Commercial Quality operational services transitioning from external vendors into the Istanbul service model. Establish scalable operational processes, service documentation, governance, and performance measures for newly onboarded services. Quality Event, CAPA & Audit Management Oversee the operational support for Quality Events, investigations, root cause analysis, CAPA management, Effectiveness Checks, and closure activities. Lead operational coordination of audit response and remediation activities. Ensure compliance with procedural timelines, quality requirements, and documentation standards. Support complex investigations, audit observations, and escalations. Ensure effective use of eQMS and related quality systems. Reporting, Analytics & Data Stewardship Own Commercial Quality operational reporting and analytics services. Create, maintain, and enhance dashboards, reports, and data visualizations supporting CQ operations and leadership decision-making. Collaborate with stakeholders to understand reporting requirements and deliver actionable, data-driven insights. Maintain recurring and ad-hoc reporting processes utilizing data from Program Inventory (Pi), GCMA, eQMS, SharePoint, and other Commercial Quality systems. Drive continuous enhancement of reporting capabilities through automation, AI-enabled solutions, data integration, and visualization improvements. Ensure quality, accuracy, consistency, and governance of operational reporting assets. Operational Excellence & Continuous Improvement Drive process standardization, simplification, automation, and operational efficiency initiatives. Identify opportunities to improve service quality, scalability, compliance, and customer experience. Lead implementation of digital, reporting, and AI-enabled solutions supporting CQ operations. Establish and maintain process documentation, training materials, and knowledge management resources. Leadership & Stakeholder Management Coordinate and guide internal and external resources delivering Quality Management and Commercial Quality services. Build strong partnerships with Commercial Quality Leads, Process Owners, Digital teams, vendors, and cross-functional stakeholders. Lead service transitions, onboarding, knowledge transfer, and capability-building activities. Communicate service performance, operational risks, capacity needs, and improvement opportunities to leadership. Foster a culture of collaboration, accountability, innovation, and continuous improvement.

Bachelor's degree in Life Sciences, Social Sciences, Business, Analytics, or a related field. Minimum 3 years of experience in