Sr. Specialist, Global Product Quality Complaints

At Bristol Myers Squibb, we are inspired by a single vision – transforming patients’ lives through science. In oncology, hematology, immunology and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

Role Responsibilities

• Perform accurate review, evaluation and assignment of incoming product quality complaints within established timeframes

• Assess reported information for completeness and determine the complaint category/s, release/manufacturing/packaging site, local market and site PQC process owners, and ensure accurate and timely triage of incoming PQCs

• As appropriate facilitate the collection of additional complaint information relevant for the investigation

• Assist in the product return, replacement and reimbursement processes for complaint investigation samples

• Ensure that complaints which require expedited review are identified and escalated to appropriate local markets, sites and senior management promptly per established procedures

• Resolve day-to-day triage assignment inaccuracies and issues

• Perform review and closure of PQCs upon completion of investigations per established procedure and timeframes

• Upon request by PQC HQ Management, perform the following support activities:

  • Periodic product quality complaint metrics

  • Generation of ad hoc reports

  • Reconciliation of complaints received and transferred between organizations (e.g., Pharmacovigilance, Medical Information)

• Provide support during internal/external audits and inspections

• Provide backup coverage for the other day-to-day activities of the PQC HQ department, such as management of PQC general mailbox, SharePoint sites, archival of documents, etc.

• Provide support to Product Surety and Serialization management as requested

Role Requirements:

• Minimum of a Bachelor’s Degree required, Sciences, Pharmacy, Nursing, Chemical or Bio-Medical Engineering or related fields

• Critical thinking to understand and operate under complex global environment.

• Demonstrated experience working with complex processes, detailed, organized, and ability to multi-task, balance conflicting priorities

• Excellent verbal and written communication in English

• Ability to work cross-functionally within the organization with all levels of leadership

• Ability to build strong relationships by being transparent, reliable, and delivering on commitments

#LI-Hybrid

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.

Physical presence at the BMS worksite or physical presence in the field is an essential job function of this role which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and enhances the Company culture.

To protect the safety of our workforce, customers, patients and communities, the policy of the Company requires all employees and workers in the U.S. and Puerto Rico to be fully vaccinated against COVID-19, unless they have received an exception based on an approved request for a medical or religious reasonable accommodation. Therefore, all BMS applicants seeking a role located in the U.S. and Puerto Rico must confirm that they have already received or are willing to receive the full COVID-19 vaccination by their start date as a qualification of the role and condition of employment. This requirement is subject to state and local law restrictions and may not be applicable to employees working in certain jurisdictions such as Montana. This requirement is also subject to discussions with collective bargaining representatives in the U.S.

Our company is committed to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. Applicants can request an approval of accommodation prior to accepting a job offer. If you require reasonable accommodation in completing this application or if you are applying to a role based in the U.S. or Puerto Rico and you believe that you are unable to receive a COVID-19 vaccine due to a medical condition or sincerely held religious belief, during or any part of the recruitment process, please direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

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