Sr Manager Complaint Vigilance Role reports to: Director Global Complaint Vigilance Location: North America, United States, New Jersey, Summit Work Location: Hybrid What you will do 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 What’s in it for you Annual base salary for new hires in this position ranges: $153,850.00 - $217,200.00 This takes into account a number of factors including work location, the candidate’s skills, experience, education level & other job-related factors. - Competitive Benefit Package* - Paid Company Holidays, Paid Vacation, Volunteer Time & More! - Learning & Development Opportunities - Kenvuer Impact Networks - This list could vary based on location/region *Note: Total Rewards at Kenvue include salary, bonus (if applicable) and benefits. Your Talent Access Partner will be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the recruitment & hiring process.