Quality Customer Interface Manager

As a Regional Customer Interface Quality Manager (SEA & AU/NZ), you will serve as the primary Quality interface between Commercial teams and customers across Southeast Asia and Australia/New Zealand and Lonza’s CHI manufacturing network.

You will be responsible for ensuring customer Quality requirements, inquiries, technical requests, complaints and escalations are effectively coordinated and resolved in a timely and compliant manner. Acting as the Voice of the Customer, you will work across a regional, cross-functional environment to drive quality improvements and strengthen customer partnerships.

This is a fully site‑based role. Working together in person supports close, real‑time collaboration and the technical precision needed to manufacture medicines to the highest quality and safety standards.

This role requires approximately 50% regional travel to support customers and business needs across Southeast Asia and Australia/New Zealand.

What you’ll get

• An agile career and dynamic working culture.
• An inclusive and ethical workplace.
• Compensation programs that recognize high performance.
• A variety of benefits dependent on role and location.
• The full list of our global benefits can be found here: https://www.lonza.com/careers/benefits.

What you’ll do:

• Serve as the primary Quality contact for Commercial teams and customers across SEA and AU/NZ.
• Address customer Quality inquiries, technical requests and requirements in compliance with GMP, regulatory standards and Lonza policies.
• Liaise with customers, Commercial teams and CHI manufacturing sites to coordinate complaints, escalations, investigations and CAPA.
• Monitor complaint trends, analyze Quality data and identify risks and continuous improvement opportunities.
• Act as the Voice of the Customer, driving regional Quality improvements and process standardization.
• Maintain accurate customer-facing Quality documentation and establish regional reporting and trending tools.
• Present Quality performance insights to stakeholders and lead cross-functional initiatives within a matrix environment.
• Support customer Quality meetings, reviews and audits as required.

What we’re looking for: 

• Bachelor's degree in pharmacy, Pharmaceutical Sciences, Life Sciences, Biotechnology, Chemistry, or related scientific discipline.
• 5–10 years of relevant experience in Quality Assurance, Customer Quality or a related Quality function within the pharmaceutical, biotechnology or regulated life sciences industry.
• Experience working with customers and/or Commercial teams in a regulated environment.
• Strong understanding of pharmaceutical Quality Management Systems and applicable GMP requirements.
• Experience managing customer complaints, Quality investigations, root cause analysis and CAPA.
• Strong stakeholder management and communication skills, with the ability to work effectively with both technical and commercial audiences.
• Demonstrated ability to influence and drive outcomes within a matrix organization without direct authority.
• Strong written and verbal English communication skills.
• Additional ASEAN language capability would be an advantage.

About Lonza

At Lonza, our people are our greatest strength. With 30+ sites across five continents, our globally connected teams work together every day to manufacture the medicines of tomorrow. Our core values of Collaboration, Accountability, Excellence, Passion, and Integrity reflect who we are and how we work together. Everyone’s ideas, big or small, have the potential to improve millions of lives, and that’s the kind of work we want you to be part of.

Innovation thrives when people from all backgrounds bring their unique perspectives to the table. At Lonza, we value diversity and are committed to creating an inclusive environment for all employees. If you’re ready to help turn our customers’ breakthrough ideas into viable therapies, we look forward to welcoming you on board.

Ready to shape the future of life sciences? Apply now.