Specialist, Global Product Quality Complaint Triage & Network

Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.

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As the Specialist for Global Product Quality Complaint Triage, you will be responsible for the accurate and timely review, evaluation, and assignment of incoming Product Quality Complaints (PQCs) in a dynamic, high-volume environment. Reporting to the Associate Director of Global Product Quality Complaints, you will work closely with various stakeholders across the organization to ensure compliant and efficient management of PQCs. Your role will involve maintaining a thorough understanding of applicable procedures and PQC intake routes, managing PQC mailboxes, and liaising with investigation sites to deliver high-quality, comprehensive investigation reports. You will apply critical thinking and risk-appropriate timelines to expedite the processing of critical complaints, ensuring timely escalations and accurate assessments. Your responsibilities will also include supporting continuous improvement initiatives, being audit-ready, and providing subject matter expertise during audits and inspections. Additionally, you will engage proactively with both upstream and downstream partners to resolve issues and support the overall quality management system. Your ability to prioritize, manage multiple tasks, and maintain collaborative relationships with stakeholders globally will be essential in driving the success of the PQC processes.

Responsible for accurate & timely review, evaluation and assignment of incoming Product Quality Complaints (PQCs) in a fast-paced, high-volume, high-complexity environment within established performance requirements (within one business day, >99% Right First Time).

Responsible to maintain high level knowledge and understanding of applicable procedures appropriate to processing of Product Quality Complaints for BMS products (Pharmaceutical, Biological, Devices, Combination products).

Responsible to maintain expert knowledge and understanding of PQC intake routes and maintain collaborative partnerships with stakeholders for intake of PQCs.

Responsible to manage PQC mailboxes as a source of intake for PQCs.

Responsible to maintain knowledge of BMS product network, product portfolio, and PQC defect categories with respect to BMS products, commensurate to delivery of timely and right first time processing of Product Quality Complaints from receipt and through to investigation assignment.

Ensure that critical thinking and risk-appropriate timelines are applied to the triage and processing of PQCs. Expedite category complaints will be managed with due urgency. Responsible to deliver timely escalations to investigation sites, market quality, and senior management as appropriate.

Responsible to liaise with investigation sites to deliver high quality, on-time, comprehensive investigation reports for BMS Quality approval.

Responsible to assess reported information for accuracy and completeness, and to facilitate the collection of required data and information to support timely assessments and investigations.

Apply critical thinking in the receipt & review of sample photographs, and in the determination of sample return requirements in support of complaint investigations.

Assess provided information and secure required additional information as required to support product replacement and/or reimbursement processes where applicable.

Engage proactively, collaboratively & timely with upstream partners (Medical Information, Worldwide Patient Safety Case Intake & Processing, Third Party Service providers eg Call Centers etc) and with downstream partners (investigation sites, market Quality etc) to resolve triage assignment inaccuracies and issues to deliver timely resolution and support timely investigation processes.

Use risk & time appropriate communication means to engage with and resolve issues with upstream & downstream partners (phone, TEAMs preferred over email).

Escalate to PQC management unexpected/undesired trends observed during processing of PQC records.

Apply proactive means to support continuous improvement of the triage & network processes for PQC. Engage actively with stakeholders and PQC management to continuously improve applicable performance metrics.

Perform review and closure of designated PQC record types as prescribed in PQC procedures.

Be PQC inspection & audit-ready at all times.

Provide Subject Matter Expert (SME) support during audits and inspections for PQC.

Act as PQC SME for continuous improvement projects.

Perform activities related to owner role for specified investigation types, eg Suspect Product, Product Quality Complaints, Lack of Effect, Serialization etc

As required by PQC management and Network Quality Leadership:

• Provide inputs and insights to metrics assessments for PQC intake, triage, due diligence activities, sample/photo retrieval, investigation assignments, RFT processing through investigation completion, adherence to timelines etc
• Receive feedback and align collaboratively on improvements and/or process changes to support Right First Time processing of PQC records
• Generate ad-hoc reports from VEEVA Infinity related to Product Quality Complaints
• Complete & document reconciliation of PQCs received and transferred between intake and processing partners as prescribed by BMS procedures. Highlight & escalate irregularities to PQC management for timely resolution. Maintain evidence of all reconciliations in eQMS are required by applicable procedures.
• Maintain accurate and current data in PQC Sharepoint sites
• Support timely archival of PQC related documents
• Provide support to Network Quality, Distribution Quality, Product Surety, Serialization Operations, Serialization Quality Operations organizations
• Participate in PQC Community of Practice, Local Process Owner Community of Practice

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

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