About the Role

The Program Manager, Select Services - Quality supports the development, implementation, and continuous improvement of quality systems, customer quality processes, audit readiness, CAPA, documentation control, KPI reporting, supplier quality, traceability, and recall readiness across the Select Services Quality Division.

This role is designed for a practical quality systems professional who can help build usable infrastructure, strengthen documentation and process discipline, and support both internal and external clients. The position will help translate food safety, quality, customer, regulatory, and GFSI requirements into clear processes, tools, documentation, dashboards, and routines that improve consistency, compliance, customer confidence, and business performance.

This is a hands-on quality systems and execution-focused role that combines internal quality support, multi-site process improvement, customer quality support, and external-facing consulting assistance. The position partners with Operations, Quality, Supply Chain, Procurement, Regulatory, Commercial, customers, and external stakeholders to improve quality performance and reduce food safety and business risk.

Essential Duties and Responsibilities

Quality Systems and Infrastructure

• Support and help lead the development, improvement, and standardization of quality management systems, policies, procedures, templates, trackers, and related controls.

• Help create practical quality tools that can be used consistently across internal operations, customer engagements, and consulting projects.

• Support and maintain documentation control processes, including SharePoint or other approved systems used to organize and manage quality records.

• Help define and implement standard work for quality systems, customer quality, CAPA, audit readiness, complaint response, supplier quality, and traceability.

• Partner with internal and external stakeholders to identify quality system gaps and develop practical action plans.

• Serve as a key resource for quality systems, customer quality, CAPA, documentation, audit readiness, and related process-improvement work.

Customer Quality, CAPA, and Issue Resolution

• Support customer quality processes, including complaint investigations, customer communication, corrective action follow-up, and trend analysis.

• Help lead root cause analysis and CAPA processes, including corrective action development, verification of effectiveness, and repeat-issue prevention.

• Analyze customer complaints, supplier issues, nonconformances, audit findings, and other quality data to identify trends and improvement opportunities.

• Partner with Operations, Quality, Supply Chain, Procurement, Regulatory, and Commercial teams to resolve customer and supplier quality issues.

• Help ensure quality concerns are addressed in a timely, practical, and well-documented manner.

• Support customer-facing communication related to quality issues, corrective actions, audit responses, and follow-up items as needed.

Audit, Compliance, and Readiness Support

• Support internal, customer, third-party, regulatory, GFSI, SQF, and BRC audit readiness activities.

• Assist with audit preparation, document review, corrective action follow-up, and audit response processes.

• Support traceability exercises, mock recalls, food safety event readiness, and crisis-management documentation.

• Help translate audit findings and compliance requirements into clear corrective actions, training, and process improvements.

• Maintain awareness of applicable food safety, regulatory, customer, and quality system requirements.

• Support timely follow-up and documentation for audit findings, nonconformances, and corrective action commitments.

Metrics, Reporting, and Continuous Improvement

• Develop and maintain quality KPIs, dashboards, and reporting tools to help leaders identify trends, prioritize risk, and drive improvement.

• Monitor quality system performance indicators, including complaints, CAPA status, audit findings, supplier issues, traceability results, and recurring deviations.

• Use data and continuous improvement tools to identify root causes and recommend practical improvements.

• Support leadership reporting by translating quality metrics into clear business insights and recommended actions.

• Help create repeatable quality reporting tools for internal teams and external client engagements.

• Support continuous improvement efforts that reduce risk, improve consistency, and strengthen quality system performance.

Select Services Consulting and Client Support

• Support Select Services consulting engagements as a quality systems and customer quality resource.

• Assist with consulting work in areas such as quality system development, documentation control, audit readiness, customer quality processes, CAPA, supplier quality, traceability, and KPI reporting.

• Translate quality and regulatory expectations into practical recommendations, tools, procedures, and training for clients and internal stakeholders.

• Represent Select Services professionally with customers, clients, and external partners in quality systems and customer quality matters.

• Help develop repeatable Quality Services tools, templates, and support materials for customer and consulting engagements.

• Partner with senior Quality Services leadership to identify opportunities to strengthen or expand quality-related services.

Success Factors & Measures

• Quality systems, documentation, and processes are practical, clear, and consistently used.

• Customer quality issues are supported with timely communication, disciplined investigation, and effective corrective action.

• CAPA processes support measurable improvement and reduced repeat issues.

• Audit readiness improves across supported sites, customers, and consulting engagements.

• Quality KPIs and dashboards provide useful visibility for leaders and support better decision-making.

• Internal and external stakeholders view the role as credible, responsive, organized, and solutions-oriented.

• Quality tools, templates, and processes support the continued development of the Select Services Quality Division.

• Work is completed with strong follow-through, attention to detail, and professional communication.

Direct Supervisory Responsibilities

This role does not have direct supervisory responsibility initially. The position may provide functional guidance, coaching, project support, and process direction to quality team members, site personnel, or client-facing project teams as assigned. Supervisory responsibilities may evolve as the Select Services Quality Division grows.

Qualifications & Experience

Experience

• 8+ years of progressively responsible experience in food safety, quality systems, customer quality, supplier quality, or quality assurance within food manufacturing or related regulated environments.

• Experience with multi-site quality systems, corporate quality, enterprise QMS, or cross-functional quality support strongly preferred.

• Strong experience with quality management systems, documentation control, GFSI/SQF/BRC audit readiness, customer complaint investigations, CAPA, KPI reporting, traceability, and mock recalls.

• Demonstrated ability to develop practical quality tools, dashboards, templates, procedures, and documentation processes.

• Experience working cross-functionally with Operations, Supply Chain, Procurement, Regulatory, Commercial, and Quality teams.

• Experience supporting customer-facing quality work, consulting, or external stakeholder communication preferred.

Preferred Attributes

• Practical judgment with a bias toward action, structure, and follow-through.

• Strong process discipline with the ability to create systems that people can actually use.

• Continuous improvement mindset and comfort using data to identify trends and solve problems.

• Ability to operate in ambiguity and help build structure where it does not yet exist.

• Strong cross-functional influence skills and ability to build trust with plant leaders, customers, suppliers, and internal stakeholders.

• Customer-focused communication style with the ability to manage sensitive quality conversations professionally.

• Strong organizational skills and ability to manage multiple priorities, projects, and stakeholders.

• Willingness to support both internal operations and external-facing Select Services engagements.

• Comfort working in a growing business function where responsibilities may evolve over time.

Preferred Certifications

• HACCP certification

• PCQI certification

• SQF Practitioner, BRC, or comparable GFSI-related certification

• Root cause analysis, Lean, Six Sigma, or continuous improvement training preferred

Work Environment

• Primarily remote or hybrid, with travel required to support internal operating sites, customer needs, audits, training, and Select Services consulting engagements.

• Periodic extended hours may be required during audits, customer issues, food safety events, project launches, or other high-priority situations.

• Work may include office, remote, customer, and manufacturing environments, including areas requiring PPE and compliance with GMP and site safety requirements.