Sr Manager Complaint Vigilance

Sr Manager Complaint Vigilance 私たちがしていること

Kenvueで、日常のケアの並外れた力を実感します。100年以上にわたる伝統を基盤に、科学に根ざした当ホテルは、ニュートロジーナ®、アヴェーノ®、タイレノール®、リステリン®、ジョンソンズ®、バンドエイド®など、すでにお馴染みのアイコニックなブランドを展開しています。科学は私たちの情熱です。ケアは私たちの才能です.

私たちのグローバルチームは~22,000人の優秀な人々で、すべての声が重要で、すべての貢献が評価される職場文化を持っています。私たちは洞察に情熱を注いでいます。 革新とお客様に最高の製品を提供することに取り組んでいます。専門知識と共感力を持つKenvuerであることは、毎日何百万人もの人々に影響を与える力を持つことを意味します。私たちは人を第一に考え、熱心に気を配り、科学で信頼を勝ち取り、勇気を持って解決します。そして、素晴らしい機会があなたを待っています!私たちと一緒に、私たちの、そしてあなたの未来を形作りましょう。

Director Global Complaint Vigilance

North America, United States, New Jersey, Summit

ハイブリッド

The Sr. Manager, Complaint Vigilance is responsible for leading the global complaint handling and adverse event reporting processes, developing improvements to complaint systems, managing and mentoring your team, and ensuring timely investigation and resolution of all customer complaints while maintaining regulatory compliance:

• Lead and oversee the design, implementation, and management of global complaint vigilance frameworks that ensure compliance with regulatory and quality standards while proactively identifying and mitigating risks across multiple channels.
• Drive continuous improvement initiatives by analyzing root causes, deploying creative solutions, and enhancing complaint processing systems to improve efficiency, accuracy, and exceed regulatory standards.
• Develop and implement advanced metrics, predictive analytics models, and AI-driven tools to monitor trends, anticipate complaint patterns, and streamline complaint intake, categorization, and resolution workflows.
• Provide strategic leadership, mentorship, and inspiration to build and sustain a high-performing, cross-functional complaint management team aligned with organizational goals and adopting cutting-edge technologies and methodologies.
• Collaborate closely with regulatory authorities, quality control teams, external auditors, and other stakeholders to ensure adherence to compliance requirements and coordinate appropriate follow-up actions.
• Manage timely investigation, resolution, and communication of customer complaints across all product lines, championing a culture of accountability, continuous learning, and innovation within the complaint vigilance department.
• Represent the department as SME or SPOC for internal and external audits supporting both front room and back-room activities.
• Represent the organization in industry forums and regulatory discussions to shape the future landscape of complaint vigilance.
• Supports CAPA, compliance, quality and business objectives by overseeing completion of ad hoc complaint data analysis project and queries
• Responsible for communicating business related issues or opportunities to next management levels

• Bachelor’s degree or equivalent qualification in a relevant field is required; advanced degrees are a plus.
• Minimum of 8-10 years of progressive experience in complaint management, complaint vigilance, or related quality assurance roles within regulated industries.
• Proven expertise in designing, managing, and resolving customer complaint systems.
• Strong leadership capabilities with experience managing teams and driving cross-functional collaboration.
• Excellent communication skills, both verbal and written, to effectively engage with stakeholders, regulators, and cross-functional teams.

• Strong foundation in regulatory compliance and risk management principles.
• Proven expertise in leveraging data analytics and AI tools to transform complaint management and reporting.
• Exceptional leadership skills with a track record of building innovative teams and fostering a culture of continuous improvement.
• Demonstrated experience in people leadership across different geographies.
• Strong strategic thinking and problem-solving abilities, capable of navigating complex regulatory environments.
• Exceptional analytical skills with the ability to interpret complex data and forecast business impacts effectively.
• Demonstrated ability to influence senior leadership and key stakeholders at multiple organizational levels.
• Proven track record of navigating…