Medical Device Complaints Team Lead

The Medical Device Complaints Team Lead is responsible for overseeing the day-to-day operations of the complaints handling team, ensuring timely and compliant processing of customer complaints related to medical devices. This role supports quality and regulatory requirements by driving accurate complaint documentation, investigation coordination, and team performance management while maintaining excellent customer communication standards.

The ideal candidate has strong leadership experience, knowledge of medical device complaint management processes, and the ability to manage a small to mid-sized team in a fast-paced healthcare or shared services environment.

Key Responsibilities

• Lead, coach, and manage a team handling medical device complaints and customer-reported product issues
• Monitor daily operations to ensure timely complaint intake, documentation, escalation, and resolution
• Ensure compliance with company procedures, quality standards, and applicable medical device regulations
• Review complaint records for completeness, accuracy, and proper documentation
• Coordinate with Quality, Regulatory, Clinical, and Operations teams for complaint investigations and resolution
• Track team performance metrics, service levels, and productivity targets
• Conduct regular coaching sessions, performance discussions, and quality reviews
• Support root cause analysis and trend reporting for recurring complaint issues
• Prepare reports, presentations, and operational updates using Microsoft Excel and PowerPoint
• Handle escalated or high-priority complaints professionally and efficiently
• Identify process improvement opportunities to enhance customer experience and operational efficiency
• Ensure proper maintenance of complaint records and confidentiality of sensitive information

Qualifications

• Bachelor’s degree in Nursing, Pharmacy, Life Sciences, Healthcare, or any related field
• At least 5 years of experience in leading small or mid-sized teams
• Experience in medical device complaints management, complaint handling, pharmacovigilance, or healthcare quality operations
• Strong understanding of complaint management processes within the medical device industry

Preferred Qualifications

• Experience in shared services, BPO, pharmaceutical, or medical device industry
• Familiarity with FDA, ISO 13485, MDR, or post-market surveillance processes
• Experience handling customer escalations and quality investigations
• Background in healthcare, clinical support, or quality assurance is an advantage