Sr. Manager Complaint Vigilance

Kenvue is currently recruiting for: 
 
Senior Manager, Complaint Vigilance

This position reports into Director, Global Complaint Vigilance and is based at Summit, NJ or Markham Ontario.

Who we are
At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in 
science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® 
and BAND-AID® that you already know and love. Science is our passion; care is our talent. Our global team is made by 
22,000 diverse and brilliant people, passionate about insights, innovation and committed to deliver the best products 
to our customers. With expertise and empathy, being a Kenvuer means to have the power to impact life of millions of 
people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have 
brilliant opportunities waiting for you! Join us in shaping our future–and yours.

Salary: 
Role reports to: Director, Global Complaint Vigilance 
Location: Summit, NJ 
Travel %: This position may require up to 20% travel domestically and internationally

What you will do
The Senior Manager, Complaint Vigilance is responsible for developing improvements to the complaint processing 
system, compiling metrics and trending product quality complaints, interfacing with regulatory bodies, mentoring 
team behavior, managing staff to resolve complaints, and ensuring all regulatory requirements are met: 

Key Responsibilities

• Lead and oversee the Complaint Vigilance team to ensure timely and accurate handling of complaints
• Develop and implement innovative strategies to improve complaint resolution processes
• Collaborate with cross-functional teams to identify trends and root causes of complaints
• Provide guidance and mentorship to junior team members to enhance their skills and knowledge
• Stay updated on regulatory requirements and industry best practices to ensure compliance
• Lead and oversee the development of innovative solutions to enhance the complaint processing system
• Implement advanced systems for analyzing and predicting trends in product quality complaints
• Collaborate with regulatory authorities, quality control systems, and external auditors to ensure compliance and 
  best practices
• Coach and empower team members to excel in managing product quality complaints and driving departmental 
  growth
• Direct the resolution of complaints for all products with a focus on exceeding regulatory requirements
• Review and assess incoming complaints for timely reporting and provide necessary follow-up to external 
  customers
• Provide strategic direction and guidance for the efficient investigation and resolution of product quality 
  complaints

What we are looking for

Required Qualifications

• Minimum 8-10 years of experience in complaint vigilance or related field
• University/Bachelor of Science Degree or Equivalent in a relevant discipline
• Demonstrated expertise in Pharmaceutical, Medical Device and/or Cosmetic product industry and in managing a 
  complaint system
• Strong communication skills, both verbal and written, to effectively convey ideas and strategies
• Proven track record of successfully managing complaint resolution processes
• Experience in leading cross-functional teams and driving business growth and innovation

Desired Qualifications

• Strong leadership and communication skills to effectively lead a team
• Proven track record of influencing decision-making at executive levels both internally and externally
• Ability to think critically and problem-solve in a fast-paced environment
• Ability to navigate through ambiguity, c