Mgr Product Complaints

Job Summary

Job Description

MAJOR RESPONSIBILITIES

• Oversee investigation quality, ensuring adherence to Medline’s standards and regulatory requirements
• Identify and execute continuous improvement initiatives to strengthen compliance, streamline efficiency, and ensure consistency in complaint handling across diverse teams with distinct needs
• Prepare reports and analyze complaint data to deliver actionable insights, enabling stakeholders to make informed decisions
• Partner with key stakeholders, such as divisional QA and/or product management, to ensure the complaint team’s processes and output effectively supports business needs
• Engage with internal and external customers by addressing inquiries, clarifying processes, and providing guidance on procedures
• Support internal and external audits related to complaint management and compliance

Management Responsibilities:

• Manage and direct day-to-day activities of complaint teams to enable optimum performance and productivity
• Allocate resources, manage schedules, and ensure compliance goals are met
• Recruit, train, and develop professional employees, teams, and/or individual contributors through supervisors to support business objectives and long-term growth
• Drive results of direct and indirect reports through clear expectations, continuous performance evaluation, and job appraisal while fostering engagement via structured goal setting, feedback, reviews

MINIMUM JOB REQUIREMENTS

Education & Work Experience

• Bachelor’s degree and at least 4 years of product complaint resolution experience OR High School Diploma or equivalent and at least 6 years of product complaint resolution experience.

Knowledge / Skills / Abilities

• Experience processing all relevant details, understanding and prioritizing their importance and drawing clear and concise conclusions.

• Experience using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates.

• Experience with analyzing and reporting data in order to identify issues, trends, or exceptions to drive improvement of results and find solutions.

• Experience taking the steps to ensure the assignment/project is accomplished within tight timeframes.

  Experience with MS Office Suite and SAP.

Work Experience

• At least 2 years of experience managing people, including hiring, developing, motivating and directing people as they work.

• Experience in Medical Device, Pharmaceutical, Food, Cosmetic, or Personal Products Industries.

DISCLAIMER

All duties and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This position description in no way states or implies that these are the only duties to be performed by an employee occupying this position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor(s)/manager(s).

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Medline Industries, LP, and its subsidiaries, offer a competitive total rewards package, continuing education & training, and tremendous potential with a growing worldwide organization.

The anticipated salary range for this position:

The actual salary will vary based on applicant’s location, education, experience, skills, and abilities. This role is bonus and/or incentive eligible. Medline will not pay less than the applicable minimum wage or salary threshold.

Our benefit package includes health insurance, life and disability, 401(k) contributions, paid time off, etc., for employees working 30 or more hours per week on average. For a more comprehensive list of our benefits please click here. For roles where employees work less than 30 hours per week, benefits include 401(k) contributions as well as access to the Employee Assistance Program, Employee Resource Groups and the Employee Service Corp.

We’re dedicated to creating a Medline where everyone feels they belong and can grow their career. We strive to do this by seeking diversity in all forms, acting inclusively, and ensuring that people have tools and resources to perform at their best. Explore our Belonging page here.

Medline Industries, LP is an equal opportunity employer. Medline evaluates qualified individuals without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, neurodivergence, protected veteran status, marital or family status, caregiver responsibilities, genetic information, or any other characteristic protected by applicable federal, state, or local laws.