Complaint Handling Manager
$78,000–$97,000 year
Hybrid · Aurora, Illinois, United States
Job Summary
Lead, coach, and develop a team of complaint handling specialists; oversee end-to-end complaint handling processes (intake, triage, investigation, root cause analysis, resolution, and customer communication); review investigation plans and corrective actions for accuracy and compliance; analyze complaint data to identify trends and improvement opportunities; define and report KPIs through dashboards and executive-ready reporting; collaborate with Operations, Customer Success, Quality, IT, Customer Support, Legal, and Global Process Owners to resolve escalations and drive continuous improvement.
Required Qualifications
- 5+ years of experience in complaint handling, customer service, quality, or operations within a regulated industry
- Medical technology, medical device, healthcare, or similar regulated industry experience strongly preferred
- Hands-on experience using Salesforce required; SAP experience also required
- Strong analytical skills with the ability to identify trends, interpret data, and provide actionable recommendations
- Strong attention to detail with excellent documentation accuracy
- Effective written and verbal communication skills with the ability to partner across cross-functional teams
- High school diploma required; associate or bachelor’s degree preferred
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