Sr Manager Complaint Vigilance

Sr Manager Complaint Vigilance

O que fazemos

At Kenvue, percebemos o extraordinário poder do cuidado diário. Construída com base em mais de um século de herança e enraizada na ciência, somos a casa de marcas icônicas - incluindo NEUTROGENA®, AVEENO®, TYLENOL,® LISTERINE,® JOHNSON'S® e BAND-AID® que você já conhece e ama. A ciência é a nossa paixão; O cuidado é o nosso talento.

Quem somos

Nossa equipe global é de ~ 22.000 pessoas brilhantes com uma cultura no local de trabalho onde cada voz é importante e cada contribuição é apreciada. Somos apaixonados por insights, inovação e comprometidos em entregar os melhores produtos aos nossos clientes. Com experiência e empatia, ser um Kenvuer significa ter o poder de impactar milhões de pessoas todos os dias. Colocamos as pessoas em primeiro lugar, nos importamos ferozmente, ganhamos confiança com a ciência e resolvemos com coragem - e temos oportunidades brilhantes esperando por você! Junte-se a nós para moldar nosso futuro - e o seu. Para obter mais informações, clique em aqui.

Role reporta para:

Director Global Complaint Vigilance

Location:

North America, United States, New Jersey, Summit

Local de trabalho:

Híbrido

O que você fará

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:

Key Responsibilities

• 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

What we are looking for

Required Qualifications

• 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.

Desired Qualifications

• 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 ambiguity and complexity while maintaining focus on business objectives.

• Commitment to embodying leadership behaviors that foster innovation, integrity, and operational excellence.

• Demonstrated ability to anticipate industry trends and implement forward-thinking complaint vigilance strategies.

#LI-SR1

O que você ganha com isso

$153,850.00 - $217,200.00

Isso leva em consideração vários fatores, incluindo local de trabalho, habilidades do candidato, experiência, nível de educação e outros fatores relacionados ao trabalho.

A Kenvue tem orgulho de ser um empregador de oportunidades iguais. Todos os candidatos qualificados serão considerados para o emprego com base no mérito, independentemente de raça, cor, religião, sexo, orientação sexual, identidade de gênero, idade, nacionalidade ou status de veterano protegido e não serão discriminados com base na deficiência.