Quality Product Complaints Associate Director

Company: Vertex Pharmaceuticals
Location: Boston
Posted on: May 23, 2025

Job Description:

Quality Product Complaints Associate Director page is loadedQuality Product Complaints Associate DirectorApply locations Boston, MA time type Full time posted on Posted 2 Days Ago job requisition id REQ-24255Job DescriptionGeneral Summary:The Quality Product Complaints Associate Director is responsible and accountable for providing quality oversight of the Product Complaint Quality System and the Global Recall and Defect Notification Systems. This role will support quality activities associated within the Compliance team and will partner with various internal and external cross-functional teams including Global Patient Safety, Supply Chain/Trade and Distribution, Medical Information, Guidance and Patient Support, Quality Assurance, Contract Manufacturing Organizations, and external Call Centers. The Associate Director also drives continuous improvement in Vertex quality processes and governance to assure Vertex remains adherent to regulatory expectations and supports QA operational quality oversight and management of complex issues. The role requires strong leadership, people management skills and the ability to lead high performing and effective teams.Key Duties and Responsibilities:

• Responsible for activities associated with the product complaint process, including reconciliation, training, complaint sample management, triage, trending, and SOP management, etc.
  • Supports activities associated with the global recall and defect notification processes, including mock recalls, SOP management, evaluation of regulatory intelligence and health of the systems.
    • Manages Suspect Product and Counterfeit investigations and oversees the corresponding processes.
      • Processes incoming clinical and commercial product complaints, including intake, initial evaluation, and triage
        • Leads product complaint investigations, coordinates with CMOs for external investigations, performs Root Cause Analysis, identifies Corrective Actions, and escalates critical issues to senior management
          • Works closely with Vendor Management and Inspection Readiness teams on vendor related investigations and contributes to vendor score carding for applicable CMOs
            • Develops quarterly product complaint trend reports and oversees trending program; initiates trend investigations and evaluates metrics/KPIs to assess quality impact and adverse trends
              • Compiles data and drafts applicable sections of the Annual Product Review (APR)
                • Develops content for quarterly Quality Management Review (QMR) for Product Complaints
                  • Provides training to cross functional teams on the product complaint process and supports training and knowledge management regarding the recall and defect notification processes
                    • Supports global regulatory inspections and inspection readiness activities
                      • Supports quality activities, including deviation and SOP review, QA to GPS business meetings for activities associated with AE/PC reporting, and other activities as needed
                        • Participates in Regulatory Surveillance activities as an SME and evaluates new regulatory intelligence to update processes/procedures as necessary
                          • Responsible for gap assessments related to changes in regulations, Vertex Standards, and new modalities (as applicable)
                            • Responsible for system health, on-time complaint closure and adherence to expectations for the high performing complaint and recall quality systemsKnowledge and Skills:
                              • Demonstrated working knowledge and application of Good Manufacturing Practice (GMP) and Good Distribution Practice (GDP) including US and international/global regulatory requirements and associated guidance's and standards across multiple modalities ( e.g., small molecule, device, biologics).
                                • Strong working knowledge and experience in:
                                  • Product Complaints, Recalls, Field Alerts and Defect Notifications to Health Authorities
                                    • Risk Management
                                      • Event/Quality Issue Management process and requirements, including CAPA and Effectiveness Checks;
                                        • Root Cause Analysis and Investigation process tools and techniques;
                                          • Inspection Readiness
                                            • Strong oral and written communication and interpersonal skills
                                              • Project Management, Planning and Prioritization skills
                                                • Technical writing skills
                                                  • Adaptability / flexibility and ability to work in a fast-paced environment and act with urgency
                                                    • Strategic "big picture" thinking while maintaining ability to execute at a tactical level / attention to detail.
                                                      • Strong analytical thinking skills, with the ability to translate data into risk-informed insights that drive decision-making.
                                                        • Experience advising, coaching, and mentoring junior staff, as well as leading high performing and effective teamsEducation and Experience:
                                                          • Master's degree or bachelor's degree in a scientific or allied health field (or equivalent degree)
                                                            • 5-8 years of relevant work experience (with Master's Degree ) or 10+ years of relevant working experience ( Bachelor's degree_ or relevant comparable background.#LI-LN1Pay Range:$148,000 - $222,000Disclosure Statement:The range provided is based on what we believe is a reasonable estimate for the base salary pay range for this job at the time of posting. This role is eligible for an annual bonus and annual equity awards. Some roles may also be eligible for overtime pay, in accordance with federal and state requirements. Actual base salary pay will be based on a number of factors, including skills, competencies, experience, and other job-related factors permitted by law.At Vertex, our Total Rewards offerings also include inclusive market-leading benefits to meet our employees wherever they are in their career, financial, family and wellbeing journey while providing flexibility and resources to support their growth and aspirations. From medical, dental and vision benefits to generous paid time off (including a week-long company shutdown in the Summer and the Winter), educational assistance programs including student loan repayment, a generous commuting subsidy, matching charitable donations, 401(k) and so much more.Flex Designation:Hybrid-Eligible Or On-Site EligibleFlex Eligibility Status:In this Hybrid-Eligible role, you can choose to be designated as:
                                                              1. Hybrid: work remotely up to two days per week; or select
                                                              2. On-Site: work five days per week on-site with ad hoc flexibility.Note: The Flex status for this position is subject to Vertex's Policy on Flex @ Vertex Program and may be changed at any time.
                                                              Company InformationVertex is a global biotechnology company that invests in scientific innovation.Vertex is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry, ethnicity, disability, veteran status, genetic information, sexual orientation, marital status, or any characteristic protected under applicable law. Vertex is an E-Verify Employer in the United States. Vertex will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law.Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should make a request to the recruiter or hiring manager, or contact Talent Acquisition at ApplicationAssistance@vrtx.comSimilar Jobs (3)Associate Director, Analytical Product Quality (Onsite)locations Boston, MA time type Full time posted on Posted 25 Days AgoAssociate Director, GMP Quality Compliance (Onsite)locations Boston, MA time type Full time posted on Posted 30+ Days AgoAssociate Director, GMP Operational Quality (Hybrid)locations Boston, MA time type Full time posted on Posted 30+ Days AgoVertex is a global biotechnology company that invests in scientific innovation to create transformative medicines for people with serious diseases. The company has approved medicines that treat the underlying causes of multiple chronic, life-shortening genetic diseases - cystic fibrosis, sickle cell disease and transfusion-dependent beta thalassemia - and continues to advance clinical and research programs in these diseases. Vertex also has a robust clinical pipeline of investigational therapies across a range of modalities in other serious diseases where it has deep insight into causal human biology, including APOL1-mediated kidney disease, acute and neuropathic pain, type 1 diabetes, myotonic dystrophy type 1 and alpha-1 antitrypsin deficiency .Founded in 1989 in Cambridge, Mass., Vertex's global headquarters is now located in Boston's Innovation District and its international headquarters is in London. Additionally, the company has research and development sites and commercial offices in North America, Europe, Australia, Latin America and the Middle East. Vertex is consistently recognized as one of the industry's top places to work, including 14 consecutive years on Science magazine's Top Employers list and one of Fortune's 100 Best Companies to Work For. For company updates and to learn more about Vertex's history of innovation, visit www.vrtx.com or follow us on Facebook , Twitter/X , LinkedIn , YouTube and Instagram .The diversity and authenticity of our people is part of what makes Vertex unique, and we recognize that each employee brings diverse perspectives and strengths. By embracing those strengths and celebrating differences, we are fostering an inclusive culture where each of us can bring our authentic selves to work, inspire innovation together, and change people's lives.Our vision is clear: to be the place where an authentic, diverse mix of talent want to come, to stay, and do their best work.
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Keywords: Vertex Pharmaceuticals, Lynn , Quality Product Complaints Associate Director, Executive , Boston, Massachusetts