Program Service Specialist

The Program Service Specialist - Deviation Management is responsible for leading the investigation, assessment, resolution, and closure of product quality deviations and failing laboratory test reports across a broad portfolio of consumer packaged goods sold by a major national retailer. Product categories include cosmetics, over-the-counter (OTC) drugs, foods, dietary supplements, personal care products, household products, and general merchandise.

This role serves as the primary point of contact for managing non-conforming product issues identified through laboratory testing, retailer surveillance programs, consumer complaints, regulatory inquiries, supplier investigations, and internal quality reviews. The Deviation Manager ensures timely risk assessment, root cause analysis, corrective and preventive action (CAPA) development, and communication with suppliers, laboratories, and retailer stakeholders to support compliant and defensible disposition decisions.

The ideal candidate possesses strong technical knowledge of quality systems, regulatory requirements, laboratory testing methodologies, and consumer product safety standards, with the ability to balance compliance, business risk, and operational efficiency.

This is a full-time, hybrid (3 days in-office) position located at 200 Highland Corporate Drive, Cumberland, RI.

• Bachelor's degree in Food Science, Chemistry, Biology, Microbiology, Pharmaceutical Sciences, Regulatory Affairs, Quality Assurance, or related scientific discipline.
• 2+ years of experience in quality assurance, quality systems, regulatory compliance, laboratory testing, or deviation management.
• Experience managing product quality investigations within consumer packaged goods, cosmetics, OTC drugs, food, dietary supplements, or related industries.
• Strong understanding of root cause analysis methodologies and CAPA systems.
• Experience reviewing laboratory testing data and technical reports.
• Excellent technical writing, documentation, and communication skills.
• Ability to manage multiple complex investigations simultaneously while meeting deadlines.
• Experience supporting major retailers testing programs
• Knowledge of OTC drug monographs, cosmetic regulations, food safety requirements, and retailer quality programs.

• Experience with supplier qualification programs and third-party manufacturing oversight

  Total Rewards: We understand compensation is an important factor as you consider the next step in your career. The estimated salary range for this position is $64,100- $68,000 and is based on multiple factors, including job-related knowledge/skills, experience, geographical location, as well as other factors. This position is eligible for annual bonus compensation with a target payout of 5% of the base salary. This position also provides health benefits such as medical, dental and vision; wellness benefits such as mental and financial health; and retirement savings (401K) commensurate with the standard rewards offered in each individual location or country. We also provide full-time employees with paid time off including vacation (15 days), holiday and personal days (totaling 12 days), and sick time off (72 hours).  

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Deviation Investigation & Resolution

• Manage the end-to-end lifecycle of deviations, non-conformances, and failing laboratory test reports.
• Evaluate product failures involving chemical, microbiological, physical, labeling, packaging, and performance testing.
• Conduct detailed investigations to determine root cause and assess product impact.
• Review laboratory reports, Certificates of Analysis (COAs), specifications, formulations, manufacturing records, supplier documentation, and historical quality data.
• Determine appropriate product disposition, including release, rework, retesting, market withdrawal, or destruction recommendations.
• Ensure investigations are completed within established service-level expectations and retailer requirements.

Risk Assessment

• Perform risk-based evaluations to determine potential impact on consumer safety, product performance, regulatory compliance, and brand reputation.
• Assess deviations involving:
  • OTC drug active ingredient levels
  • Microbiological contamination
  • Heavy metals and impurities
  • Stability failures
  • Labeling and claims compliance
  • Nutritional discrepancies
• Escalate high-risk findings to senior leadership and retailer stakeholders when necessary.

Cross-Functional Collaboration

• Partner with Product Development, Sourcing, Legal, Supplier Management, and Retail Quality teams.
• Communicate investigation status, risk assessments, and recommended actions to stakeholders.
• Provide technical guidance on product quality and compliance issues.