Complaints Manager (backfill)

The Complaints Manager will provide leadership to the Complaint Analysts who are responsible for evaluating, investigating and processing customer complaints. The position directs activities associated with complaint owners to ensure timely complaint processing. This position interacts closely with Customer Experience when customer follow-up is required and the Global Complaints Committee when complaints require reporting to regulatory authorities. This is expected to be a working manager role.

Authority & Responsibilities:

• Oversees the daily work activities of the Complaint Analyst team
• Seeks out opportunities to standardize and improve complaint handling processes. Applies continuous improvement methodologies to drive operational excellence, regulatory compliance and business efficiency.
• Monitors staff performance to ensure high quality and accurate complaint records based on regulatory expectations
• Oversees the timely receipt and processing of incoming complaints from a variety of sources, including end-users, providers and other Permobil companies.
• Ensures Complaint Analysts make consistent and accurate complaint determination decisions
• Ensures complaint investigations are processed in a uniform and timely manner, to meet company goals and/or reporting timelines
• Works with Customer Experience to ensure complaint details are accurately recorded and customer follow-up is properly documented
• Works with staff to ensure the successful execution of established policies and procedures for complaint processing
• Collects data and prepares reports on customer complaints
• Supports internal and external audits and health authority inspections
• Provides additional hands on support to complaint analysts in the event of a complaint backlog

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to HR@insightglobal.com.To learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

• Bachelor's Degree
• At least 5 years of experience in a quality assurance role
• Previous people leader experience in a supervisor or manager role

• Experience in complaint handling or customer service preferred
• Experience in the medical device industry preferred

Benefit packages for this role will start on the 1st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.