Senior Manager, Complaint Handling

Working Location: CALIFORNIA, SAN JOSE; MINNESOTA, BROOKLYN PARK

Workplace Flexibility: Hybrid

Are you looking for a company that cares about people's lives and health, including yours? Let's inspire healthier lives, together.

Olympus, a leading medical technology company, has focused on making people's lives better for over 100 years.

Our Purpose is to make people's lives healthier, safer, and more fulfilling.

Our Core Values are reflected in all we do: Integrity - Empathy - Agility - Unity - Long-Term View

We deliver on our purpose and our core values by staying True to Life.

Job Description

This management position will be responsible for the Complaint Handling process, including but not limited to complaint ownership in the system, customer response letters, communication with the customers (e.g. physicians, sales representatives, etc.), and quality escalation decisions. You will lead a team of complaint handling analysts and managers to drive business process excellence and regulatory compliance.

Job Duties

• Provide direction to individuals who handle complaints, perform data analysis, and manage metrics.
• Supervise and coach a team of analysts to achieve team metrics, department objectives and organizational goals.
• Provide guidance and training to staff, assist them in attaining career goals, motivate individuals to achieve results, and recruit and maintain a high-quality staff.
• Oversee Complaint Handling process and drive continues improvement efforts.
• Analyze and provide complaint data reports for Quarterly Management Review (QMR), Clinical Experience Report (CER), Periodic Safety Update Report (PSUR), Regulatory Additional Information requests, among others.
• Influence Sr. Leadership on potential improvements or enhancements to the quality system and processes.
• Maintain and enhance cross-functional team relationships within the legal manufacturers, and distribution centers across the entire Olympus network.
• Serves as Subject Matter Expert (SME) for all internal and external audits for complaint investigation process.
• Coach sound, systematic problem-solving methodologies in identifying, prioritizing, communicating, and resolving quality issues.
• Lead team and projects to successful conclusions while achieving strategic milestones.
• Foster a diverse workplace that enables all participants to contribute to their full potential in pursuit of organizational objectives.
• Develop future leaders through partnerships and mentoring.
• Monitor compliance with company policies and procedures (e.g., compliance with FDA, ISO, MDR regulations).

Job Qualifications

Required:

• Bachelor's degree in an engineering discipline, data science, or STEM discipline.
• Minimum of 7 years of experience in Post Market, Design Assurance, Quality Engineering, or equivalent.
• Minimum of 5 years of experience supervising people.
• Occasional Travel Required for meetings and projects, and to periodically meet with employees in other part of the country.

Preferred:

• Passionate about leading people to bring out their best.
• Proven ability to get the day-to-day tasks completed efficiently to make time for individuals to develop professionally and personally, and to engage in projects that drive their passion(s).
• Strong communicator (written and verbal) who can effectively communicate up, down, and across a global organization.
• Proven mindset of proactive continuous improvement

* * The anticipated base pay range for this full-time position working at this location is $135,000-$189,000 per year, plus potential for annual bonus (subject to plan eligibility and other requirements). Olympus considers a variety of factors when determining actual compensation for this position, including level of experience, working location, and relevant education and certifications.

#LI-Hybrid

Why join Olympus?

Here, people matter-our health, our happiness, and our lives.

• Competitive salaries, annual bonus and 401(k)* with company match
• Comprehensive Medical, Dental, Visions coverage effective on start date
• 24/7 Employee Assistance Program
• Free virtual live and on-demand wellness classes
• Work-life balance supportive culture with hybrid and remote roles
• 12 Paid Holidays
• Educational Assistance
• Parental Leave and Adoption Assistance
• Volunteering and charitable donation match programs
• Diversity & Inclusion Programs including Colleague Affinity Networks
• On-Site Child Daycare, Cafe, Fitness Center**

* US Only

* *Limited locations

We care about your health and financial well-being and offer the resources you need to feel vital, confident and ready for wherever life takes you. Learn more about our benefit offerings at https://www.olympusamerica.com/careers/benefits-perks.

About us:

Our Medical business uses innovative capabilities in medical technology, therapeutic intervention, and precision manufacturing to help healthcare professionals deliver diagnostic, therapeutic, and minimally invasive procedures to improve clinical outcomes, reduce costs, and enhance the quality of life for patients and their safety.

Headquartered in Tokyo, Japan, Olympus employs more than 31,000 employees worldwide in nearly 40 countries and regions. Olympus Corporation of the Americas, a wholly owned subsidiary of Olympus Corporation, is headquartered in Center Valley, Pennsylvania, USA, and employs more than 5,200 employees throughout locations in North and South America. For more information, visit www.olympusamerica.com.

Olympus is dedicated to building a diverse, inclusive and authentic workplace

We recognize diversity in people, views and lifestyle choices and emphasize the importance of inclusion and mutual respect. We strive to continue to foster empathy and unity in the workplace so that our employees can fully contribute and thrive.

Let's realize your potential, together.

Olympus requires all US new hires to be "fully vaccinated" against COVID-19, as defined by the Centers for Disease Control and Prevention (CDC), on or before their first day of work. Individuals who have been offered employment who have a disability, medical condition, or sincerely-held religious belief that prevents them from being vaccinated against COVID-19 are required to request and be granted a reasonable accommodation prior to their first day of work.

It is the policy of Olympus to extend equal employment and advancement opportunity to all applicants and employees without regard to race, color, national origin (including language use restrictions), citizenship status, religious creed (including dress and grooming practices), age, sex (including pregnancy, childbirth, breastfeeding, medical conditions related to pregnancy, childbirth and/or breastfeeding), gender, gender identity and expression, sexual orientation, marital status, disability (physical or mental) and/or a medical condition, genetic information, ancestry, veteran status or service in the uniformed services, and any other characteristic protected by applicable federal, state or local law.

Posting Notes: || United States (US) || California (US-CA) || San Jose ||

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