West Pharmaceutical Services

Manage and improve CRM system performance, data quality, and user support, ensuring alignment with business needs. | Experience in CRM administration, data quality management, process improvement, and stakeholder training, with strong analytical and communication skills. | At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?     There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.     We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.  Job Summary This role will be remote but highly prefer the candidate lives either in the Phoenix, AZ or Exton, PA location.   In this role, you will be responsible for contributing towards and delivering to the strategy of West's customer relationship management. You will operate with a high degree of autonomy to ensure the effective management of all related areas such as system maintenance, integrity assurance and continuous improvement activities. You will manage the development and execution of a data quality management program to ensure all system data is accurate and also ensure that all data imported from other platforms meets the data quality requirements. As part of the ongoing system management, you will monitor and interpret system performance metrics, troubleshoot user or system issues, build enhancement proposals and gather stakeholder feedback in addition to ensuring appropriate training of all user groups. This role regularly interfaces with West system users, data governance, and Digital and Transformation.Essential Duties and Responsibilities Manage the specialist team for pricing and costing.Collaborate with cross-functional stakeholders to align contract process.Act as point of contact for ERP system customer master data setup.Lead the cost allocation process for annual pricing process.Lead and develop a process for data collection for tax credit process.Provide support for process improvements to drive efficiencies. First point of contact for users to address questions and queries regarding general system functionality, application, performance, troubleshooting and use.Manage the training and activities of CRM system in order to ensure rapid and effective support for usersCoordinate with regional representatives to ensure global running rules are operationally implemented and working effectively. Ensure that local business requirements are identified, reviewed, and accounted for as necessary in the system, processes, and practices while maintaining compliance with global rules.Coordinates all CRM configuration updates and enhancements with Digital and Technology (Digital and Transformation).Identifies training needs among users and develops training solutions to address these.Manage the development and implementation of the Data Quality Management program for the CRM and associated systems.Has intense curiosity to identify areas for improvement and develop solutions within CRM through the purposeful and regular monitoring and trend analysis of the key data quality metrics.Applies data driven insights to propose corrective and preventative actions (CAPA) to system risks or needs.Works with cross-functional business partners to ensure cleanliness and accuracy of commercially relevant data.Works in a positive and supportive manner with system stakeholders to ensure timely data clean up and compliance with agreed metrics.Develop and manage program dashboards to allow bonus plan participants to have individual real-time visibility of their performance to plan (and may include their historical performance where applicable).This role will work with business leadership to develop and implement short-term incentives (SPIFFs) to drive near-term sales priorities.Other duties as assigned.Education Bachelor's Degree in Business Administration or Information technology or equivalent experience required Work Experience Minimum 3 years experience required with 5-8 years of experience in Sales, Marketing or Sales Operations experience preferred CRM administration, development, and training. required Preferred Knowledge, Skills and Abilities Established analytical skills supported by aptitude in Excel for data analysis and manipulationBusiness acumen in relation to sales and marketing channel processes (Lead Management, Campaign Management, Channel Management, Opportunity Management, Account Management, and Pipeline Management)Excellent analytical, project management and communication skills.Competent in graphical reporting platforms such as Power BIAdvanced skills in Microsoft Word, Excel, Outlook, and PowerPoint.Should have zeal towards customers experience and continuous improvements.Knowledge of security roles and field level security principles and application.Able to comply with the company’s safety and quality policies at all timesGlobal commercial experience in a matrix organization, preferably in a multi-national manufacturing organization.Strong working knowledge of SAP HANA, CRM (i.e., Salesforce) and DocuSign.Ability to prepare and present clear and concise information to all levels of management and staff (including effective visual graphics.)Driven and accountable self-starter, with ability to identify and communicate priorities, and work independently in a fast-paced industry at a rapidly growing organization.Strong organization and detail-oriented skillset, driving towards firm payout deadlines.Able to be aware of all relevant SOPs as per Company policy as they are related to the position covered by this Job Description.Able to maintain the highest standards of discretion and confidentiality.License and Certifications Project Management Upon Hire preferred Travel Requirements 10%: Up to 26 business days per yearPhysical Requirements Sedentary-Exerting up to 10lbs/4kgs of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.Additional Requirements Willingness to work outside of standard business hours to support other global regions as required (20%)Understanding of industry structures, business models and competitive dynamicsMust be able to communicate effectively with written and oral skills, make quick decisions, interpret data, read and write, speak in front of groups, express and exchange ideas, understand direction and adhere to procedures and interpret data, information documents.Capable of communicating fact-based go/no-go decisions to large groups in clear, concise, and comprehensive mannerSelf-starter mindset with intellectual curiosity - Desire to learn new ideas, different opinions, and innovative approaches from external and internal sources and to use them to influence future directionA strong attention to detail and the ability to view scenarios through the eyes of the end user.Comfortable and creative in translating user requirements into tangible system solutionsDesire to learn and expand business competencies, open to new and different ways of working, and innovative approaches from external and internal sourcesAdept at learning new processes quickly and able to assist the business in understanding changes and transitioning to new processesPromotes positive attitude toward new business solutions and demonstrates effective written and verbal communication skillsAble to routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.Organizational skills will enable planning, prioritization and achievement of goals especially of importance for the successful execution of related activities.Must be able to multi-task, work under time constraints, problem solve, and prioritize.Ability to make independent and sound judgments.Observe and interpret situations, analyze and solve problems.      West embraces diversity and equality of opportunity. We foster an environment where all individuals are safe, treated fairly, valued and respected. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, disability status or other applicable legally protected characteristics. Where permitted by law, employment with West Pharmaceutical Services, Inc. or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of post-offer background screening.     #LI-KR1#LI-Onsite

Lead and develop a team of Quality Engineers to ensure product and process quality in a regulated medical device environment, driving continuous improvement and compliance. | Minimum 10 years in Medical Device/GMP industry, with experience in validations, risk management, audits, and team management, plus knowledge of relevant regulations and standards. | This is an onsite position requiring the team member to be onsite 5 days a week. No relocation is provided for this opportunity   Who We Are:   At West, we’re a dedicated team that is connected by a purpose to improve patient lives that has been at the center of our Company for more than a century. Our story began when Herman O. West solved the problem of supplying penicillin in mass quantities to the US Government during World War 2. Through our work to deliver thousands of life-saving and life-enhancing injectable medicines to millions of patients daily, West’s indelible mark on the healthcare industry has just begun. A name started our story. How will yours help write our future?     There’s no better place to join an inclusive community of professionals with opportunities for lifelong learning, growth and development. Supported by benefit programs, we empower the physical, mental, emotional and financial health of our team members and their families.     We believe in giving back to help those in need in the communities where we live and work. And are equally committed to creating a healthier environment and planet through our sustainability efforts.  What We Offer Generous Paid Time Off (PTO): Flexible vacation, personal, and holiday leave ensures employees can maintain a healthy work-life balance and recharge effectively.Inclusive & Collaborative Culture: A global workforce that values diversity, equity, and inclusion—where all voices are heard and respected in a supportive environment.Recognition & Rewards: Performance-based bonuses, service recognition, and employee appreciation initiatives celebrate dedication and impact.Job Summary The Senior Quality Engineering Manager provides strategic and technical leadership for the Quality Engineering function within a regulated medical device manufacturing environment. This role is responsible for leading a team of Quality Engineers and driving excellence in product and process quality from design through commercialization. The manager ensures all quality systems comply with ISO 13485, FDA 21 CFR, and EU MDR requirements, while partnering closely with Operations, Engineering, R&D, and Supply Chain to align quality objectives with business goals. This role will lead process improvement initiatives, strengthen quality management systems, and champion a culture of continuous improvement and collaboration. This position plays a key role in risk reduction, compliance assurance, and delivery of safe, effective, and high-quality products that meet or exceed customer expectations.Essential Duties and Responsibilities Lead and mentor a team of Quality Engineers to ensure consistent delivery of high-quality products that meet or exceed customer expectations. Foster professional growth through coaching, targeted training, performance feedback, and individual development plans. Recruit, develop, and lead high-performing Quality Engineering talent; build organizational capability through mentorship, performance management, and succession planning. Serve as a quality champion across the organization, influencing design, engineering, and manufacturing decisions to embed quality principles from concept through commercialization. Align Quality Engineering priorities with operational and business objectives to achieve strategic alignment. Develop strong cross-functional partnerships with Design Quality Engineering, R&D, Manufacturing, Operations, Corporate Quality, and Supply Chain teams to drive alignment and performance. Collaborate with customers to maintain compliance and strengthen quality partnerships Ensure Quality Systems are compliant with regulatory and company standards (ISO 13485, 21CFR, EU MDR). Review, approve, or author quality documentation, including investigations, SOPs, validation protocols/reports, and device master records. Evaluate, design, and optimize production and process control strategies to achieve both quality and plant objectives. Serve as a Subject Matter Expert during internal and external audits and contribute to audit readiness and execution. Drive continuous improvement initiatives through process optimization, data analytics, and adoption of quality tools and technologies. Develop and implement strategies to control costs, mitigate risks, and enhance productivity while maintaining compliance. Evaluate and implement changes to continuously improve the Quality Management System (QMS), ensuring scalability and effectiveness. Define, monitor, and analyze key Quality metrics (KPIs) to assess performance, compliance, and identify improvement opportunities. Keep current with emerging technologies, regulations, and best practices to ensure proactive compliance and innovation in quality systems. Perform other related duties as assigned in support of quality, operational, and business objectives Education Bachelor's Degree in a related field, such as Engineering or Science, required. Master's Degree with an emphasis in Engineering, Science, or Business, preferred. Work Experience Minimum 10 years of related experience in the Medical Device/GMP industry required. Minimum 5 years of People Management experience preferred. Minimum 5 years of experience working with validations, pFMEA, Risk Management, Root Cause Methodology, CAPA, MSA, Lean Manufacturing, Six Sigma, auditing processes, and project management preferred. Knowledge of Medical Device Regulatory Requirements and MD Standards: 21 CFR Part 820, EU/MDR, ISO 13485, ISO 14791, GMPs, GDP. Preferred Knowledge, Skills and Abilities Organizational skills will enable planning, prioritization and achievement of goals especially of importance for the successful execution of customer visits and business development related activities. Strong knowledge and experience in Quality Systems in Medical Devices/Pharmaceuticals Ability to work effectively with teams and manage multiple tasks to meet deadlines. Demonstrated people skills specific to team building, problem solving and conflict resolution. Project management experience and ability to present project’s progress to upper management. Excellent presentation, writing, verbal, computer, interpersonal and communication skills. Ability to adapt to frequent changes, unexpected events and still yield an effective outcome. Manages competing demands, makes timely and sound decisions, even under conditions of risk. Accepts feedback from others, ability to engender enthusiasm, motivate peers and subordinates and teambuilding. Able to be aware of all relevant standard operating procedures as per Company policy as they are related to the position covered by this Job Description. Support and contribute to Lean Sigma programs and activities towards delivery of the set target. Able to comply with the company’s safety policy at all times. Able to comply with the company’s quality policy at all times. #LI-NJ1 #LI-Onsite  License and Certifications Lean Six Sigma Black Belt certification. preferred CQA/CQE certification. preferred Travel Requirements None: No travel requiredPhysical Requirements Sedentary-Exerting up to 10lbs/4kgs of force occasionally, and/or negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. Sedentary work involves sitting most of the time.            West is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sex, gender identity, sexual orientation, age, marital status, veteran status, or disability status.  If you have a special need that requires accommodation in order to apply to West, please send an email to Apply.Accommodation@westpharma.com.  Where permitted by law, an offer of employment with West Pharmaceutical Services, or any of its subsidiary or affiliate companies, is contingent upon the satisfactory completion of background screening and/or a pre-employment drug screening.