Manager, Issue Escalation

**Position Summary**:
The Issue Escalation Manager is tasked with managing trial-related quality issues related to Flex staff, serving as the primary contact for escalations and resolutions, including the creation and monitoring of mitigation plans to address systemic issues.

Takes a supportive role in collecting and developing best practices in managing issue escalations regarding Flex staff in MA DU and across the other Delivery Units in Global Development.

This role ensures the performance of Flex staff aligns with organizational standards through oversight and regular engagement.

Regularly meets with MA DU stakeholders to ensure appropriate progress activities and updates. Receives feedback about performance of Flex Staff from MA DU stakeholders and follows up with Flex suppliers.

**Principal Responsibilities**:
Own the Quality Oversight Plan, acting as the primary contact for issue escalation and resolution related to Flex staff.

Monitor Flex staff performance in collaboration with CRO line managers, implementing corrective actions as needed.

Work closely with the Resource Demand Manager and Onboarding Manager to uphold quality standards throughout the resource lifecycle.

**Additional Responsibilities may Include: N/A**

**Principal Relationships**:
Internal: Functional Contacts within J&J (as collaborator and peer) including but are not limited to MA DU Leadership Team, employees from other departments within Global Development, Human Resources; Finance, IT, J&J R&D Procurement and External Alliances.

External: External contacts include but are not limited to external partners including flex suppliers

**Qualifications**:
**Education and Experience Requirements**:
**Required Minimum Education**:
Bachelor’s degree in Quality Management, Life Sciences, or related field

**Required Years of Related Experience**:
Minimum 3 years in quality management or issue resolution within the clinical trial or pharmaceutical industry.

**Required Knowledge, Skills and Abilities**:
Strong problem-solving and communication skills, with experience in quality oversight of contracted resources

Other:
**Percentage Traveled**:
Travel up to 10% of the time, defined by business needs.

**Preferred Related Industry Experience**:
Pharmaceutical, Biopharmaceutical, Biotechnology