> Markdown version of [/jobs/ext/3112647-r-2284-manager-product-stewardship-customer-assurance](https://www.wearedevelopers.com/jobs/ext/3112647-r-2284-manager-product-stewardship-customer-assurance). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # R-2284 Manager, Product Stewardship Customer Assurance - **Company:** Vantage Specialty Chemicals, Inc. - **Location:** Warren, NJ, United States - **Experience:** Experienced - **Salary:** $133,000.0 - $199,000.0 - **Contract:** Permanent contract - **Skills:** Business Process Modeling, Power BI, Tools for Reporting - **Published:** September 27, 2026 - **Apply:** https://www.juju.com/job/16_fb64af10 ## About the Role Education: Bachelor's degree in biology, Chemistry, Environmental Science, Pharmaceutical Science, or a related technical discipline. Experience: * Eight (8) or more years of experience in product stewardship, regulatory affairs, quality, R&D, technical service, or related functions. * Two (2) or more years of people leadership in a customer-facing technical or compliance environment. * Experience in chemical, specialty ingredients, consumer products, life sciences, or related industries. * Demonstrated experience managing customer inquiries through CRM systems and service management processes. Knowledge, Skills, & Talents * Strong understanding of customer documentation requirements related to product stewardship, regulatory compliance, and quality management system obligations. * Proficiency with CRM platforms, reporting tools, and KPI management; experience with MS Dynamics 365 and Power BI strongly preferred. * Familiarity with global regulatory frameworks, third-party certifications, and evolving customer compliance expectations. * Proven ability to lead, coach, and develop teams while managing priorities, projects, and organizational needs as an individual contributor. * Strong customer service mindset with excellent problem-solving, verbal, and written communication skills. * Ability to influence stakeholders, foster collaboration, and drive alignment across functions and regions. ## Description The Product Stewardship Customer Assurance Manager (PSCA) leads Vantage's global customer response operation for product stewardship inquiries, overseeing the end-to-end CRM caseload and ensuring customer requests are prioritized, coordinated, and resolved with timely, accurate, and compliant responses. The role leads the PSCA team and coordinates cross-functional support across Regulatory, Quality, Technical Service, Product Stewardship, R&D, Commercial, and Supply Chain, with a strong focus on customer satisfaction, service levels, operational efficiency, and continuous process improvement., This is a global manager-level role responsible for leading the Product Stewardship Customer Assurance function and managing the end-to-end customer response operation for product stewardship-related inquiries. The role includes direct team leadership, CRM caseload oversight, cross-functional response coordination, stakeholder engagement, performance tracking, and continuous improvement of customer assurance processes across regions. Customer Response Operations * Lead the global Product Stewardship Customer Assurance (PSCA) function for customer inquiries related to regulatory, quality, technical, product safety, and compliance matters. * Own the end-to-end customer response process, ensuring inquiries are efficiently routed, managed, and resolved from receipt through closure. * Ensure customers receive accurate, complete, and timely responses that meet defined service levels, expectations, and follow-up needs. * Serve as the escalation point for complex or urgent inquiries while driving a customer-centric operating model focused on responsiveness, accountability, and service excellence. CRM Caseload Management * Own the global CRM caseload for PSCA inquiries, ensuring cases are prioritized, assigned, tracked, and closed effectively. * Balance team workload to ensure efficient case progression, coverage, and achievement of response targets. * Monitor volumes, aging, response times, backlog, and service levels to ensure performance objectives are met. * Maintain CRM discipline, controls, and visibility into case status, priorities, workload distribution, timelines, documentation, and closure. Cross-Functional Response Coordination * Coordinate integrated customer responses by engaging subject matter experts across Regulatory, Product Stewardship, Technical Service, Quality, R&D, Commercial, Supply Chain, and other functions. * Drive timely information gathering, stakeholder alignment, and consistent responses that meet customer commitments. * Serve as the central coordination point between internal experts and customer-facing teams, removing barriers and ensuring follow-up through completion. Team Leadership * Lead, coach, and develop PSCA specialists responsible for customer inquiry management and documentation support. * Set team priorities, performance expectations, service standards, and capability-building plans. * Build a culture of ownership, responsiveness, collaboration, customer focus, and effective cross-functional coordination. Performance Management & Continuous Improvement * Establish and monitor KPIs for response and resolution times, SLA attainment, backlog, customer satisfaction, and case quality. * Analyze trends to improve responsiveness, workflow efficiency, resource utilization, and customer experience. * Lead initiatives to streamline processes, standardize responses, and scale service delivery. * Maintain dashboards and reporting that provide visibility into operational effectiveness and customer service outcomes. Stakeholder Engagement * Partner with Commercial, Regulatory, Quality, Product Stewardship, R&D, and other functions to align priorities and improve customer support processes. * Represent the voice of the customer by identifying recurring inquiry trends and opportunities to improve processes, documentation, and service delivery. * Support strategic initiatives that enhance customer experience, operational scalability, and performance. Success Measures * Achievement of CRM response and resolution SLAs, with reduced backlog and case aging. * Improved customer satisfaction, responsiveness, and response quality. * Effective coordination and closure of cross-functional inquiries. * Operational efficiency, productivity, team engagement, and performance against service goals. ## Related Videos - [Beyond Dashboards: Fixing Text-to-SQL with Semantic RAG](https://www.wearedevelopers.com/videos/2036-beyond-dashboards-fixing-text-to-sql-with-semantic-rag) - [Minimising the Carbon Footprint of Workloads](https://www.wearedevelopers.com/videos/1198-minimising-the-carbon-footprint-of-workloads) - [Solving Architectural Entropy With Runnable Diagrams](https://www.wearedevelopers.com/videos/100144-solving-architectural-entropy-with-runnable-diagrams) - [One Pipeline, Three Regulator - SBOM Compliance for the Developer](https://www.wearedevelopers.com/videos/100169-one-pipeline-three-regulator-sbom-compliance-for-the-developer) - [Blueprints for Success: Steering a Global Data & AI Architecture](https://www.wearedevelopers.com/videos/1577-blueprints-for-success-steering-a-global-data-ai-architecture) - [REST, GraphQL, gRPC, and more: A comparison of modern API styles](https://www.wearedevelopers.com/videos/100247-rest-graphql-grpc-and-more-a-comparison-of-modern-api-styles) ## Related Articles - [How We Built a Worry-Free System That Runs for 10+ Years – And What We’d Do Again](https://www.wearedevelopers.com/magazine/751-how-we-built-a-worry-free-system-that-runs-for-10-years-and-what-we-d-do-again) - [Events like RSAC Get You CISOs. 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