Sr Manager Complaint Vigilance

Sr Manager Complaint Vigilance

What we do

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.

Who We Are

Our global team is ~ 22,000 brilliant people with a workplace culture where every voice matters, and every contribution is appreciated.  We are passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact 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. For more information, click here.

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 i