The Manager, Product Stewardship Customer Assurance (PSCA) leads Vantage’s global customer response operation for product stewardship-related inquiries, serving as the central coordination point for requests involving regulatory, quality, technical service, product safety, and compliance documentation. The role ensures customer inquiries are appropriately routed, coordinated, and resolved through timely, accurate, and consistent responses. The Manager oversees the end-to-end CRM caseload, leads a team of PSCA specialists, and coordinates responses across Regulatory, Quality, Technical Service, Product Stewardship, R&D, Commercial, and Supply Chain. Position Scope
This is a global manager-level role responsible for leading the Product Stewardship Customer Assurance function, overseeing CRM case management, cross-functional coordination, team leadership, performance tracking, and continuous improvement of customer response processes.
Essential Duties and Responsibilities:
Customer Response Operations Lead the global PSCA function for customer inquiries related to regulatory, quality, technical, product safety, and compliance matters. Manage the customer response process from intake through resolution, ensuring inquiries are efficiently routed, prioritized, and closed. Ensure customers receive accurate, complete, and timely responses that meet established service levels. Serve as an escalation point for complex or urgent inquiries. CRM Caseload Management Own the global CRM caseload, ensuring cases are prioritized, assigned, tracked, and closed effectively. Monitor case volumes, aging, response times, backlog, and service levels. Ensure effective workload distribution and visibility across the team. Cross-Functional Response Coordination Coordinate customer responses by engaging SMEs across Regulatory, Product Stewardship, Technical Service, Quality, R&D, Commercial, Supply Chain, and other functions. Lead, coach, and develop PSCA specialists responsible for customer inquiry management and documentation support. Establish team priorities, performance expectations, and service standards. Foster a culture of ownership, collaboration, responsiveness, and customer focus. Performance Management & Continuous Improvement Monitor KPIs including response and resolution times, SLA attainment, backlog, customer satisfaction, and case quality. Identify opportunities to improve workflows, efficiency, responsiveness, and customer experience. Education Bachelor’s degree in Biology, Chemistry, Environmental Science, Pharmaceutical Science, or a related technical discipline. Experience 8+ years of experience in Product Stewardship, Regulatory Affairs, Quality, R&D, Technical Service, or related functions.2+ years of people leadership in a customer-facing technical or compliance environment. Experience in chemical, specialty ingredients, consumer products, life sciences, or related industries. Knowledge, Skills, & Talents Strong understanding of product stewardship, regulatory compliance, quality requirements, and customer documentation needs. Proficiency with CRM platforms, reporting tools, and KPI management; MS Dynamics 365 and Power BI strongly preferred. Familiarity with global regulatory frameworks and customer compliance requirements. Proven ability to lead and develop teams while managing multiple priorities. Strong customer service mindset, problem-solving, communication, and stakeholder management skills. Ability to collaborate across functions and regions and drive alignment toward timely customer solutions.
Pay and Benefits:
The estimated base pay range for this position is: $130,000 - $180,000 annually. Actual pay will be determined based on education, certifications, experience, qualifications, skills and geographic location. This position is eligible to participate in a short-term incentive program. Vantage offers a comprehensive benefits package to eligible employees, including: Life and AD&D insurance Accident, hospital indemnity and critical illness insurance Short- and long-term disabilityEAP, identity theft protection Paid time off, Parental Leave 401(k) with company match Vantage is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other protected category.
