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.

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