Product Complaint Manager

SUMMARY OF ROLE:

The Product Complaint Manager is responsible for the end-to-end lifecycle of product feedback and quality issues. This role will lead the complaint process from initial intake and determination through investigation, regulatory reportability assessment, and complaint closure, including 14-day customer letters where required, while maintaining regulatory compliance. This role will also drive trending of post-market data and translate into actionable data for Management and cross-functional stakeholders.  

RESPONSIBILITIES:

Intake Leadership & Guidance 

• Triage Oversight: Own the intake process for all incoming product feedback, distinguishing between general inquiries and events meeting the formal complaint definition per internal procedures. 

• Complaint Initialization: Ensure each confirmed complaint is properly opened, coded and assigned within the complaint management system per internal procedures. 

• Workflow Management: Monitor queue status and throughput; ensure no reportable events or high severity complaints are delayed at intake. Ensure reportable complaints are reported within the mandated regulatory requirements.  

Investigation, Reportability & Closure 

• Investigation Oversight: Manage the end-to-end investigation process, ensuring technical teams identify failure modes and that documentation meets audit-ready standards. Maintain investigation completeness cycle time within SLA targets. 

• MDR Assessment: Lead the assessment of adverse events for FDA reportability per internal procedures. Ensure Medical Device Reports (MDRs) are submitted accurately and within statutory timelines. 

• EU Vigilance Reporting: Oversee EU MDR Vigilance reporting as applicable to Element Science regulatory scope and authorized representative obligations. 

• Complaint Closure: Ensure each complaint is closed with complete investigation findings, root cause determination, risk assessment and appropriate regulatory assessment. Maintain closure cycle time within SLA targets. 

• Risk Management: Evaluate whether complaint trends necessitate an escalation to the Corrective and Preventive Action (CAPA) system or other risk-based containment measures. 

Post-Market Analysis & Metrics 

• Complaint Metrics: Responsible for publishing weekly, monthly and quarterly complaint metrics for internal stakeholders and Management Review. 

• Trend Analysis: Perform Post-Market Surveillance (PMS) analysis to identify emerging risks or "signals" that were not previously identified in the Risk Management File. Escalate findings promptly. 

• Cross-Functional Reporting: Present findings to Executive Leadership and Quality Management Reviews, providing actionable insights that influence Engineering, Clinical and Manufacturing priorities. 

DMEPOS Compliance  

• CMS Quality Standards: Ensure the complaint management system remains in alignment with CMS DMEPOS Quality Standards as implemented through Element Science CHAP accreditation, specifically regarding the timely resolution of grievances and the documentation of beneficiary interactions. 

QUALIFICATIONS:

• Bachelor's degree in Engineering, Life Sciences, or a related technical field. 

• 5+ years in Quality Assurance or Regulatory Affairs within a regulated industry (Medical Device, Biotech, or Pharma) with 2+ years of managing direct reports. 

• Preferred experience with Class III PMA devices and/or AI/ML Software as Medical Device (SaMD) 

• Familiarity with CMS DMEPOS Quality Standards. 

• Demonstrated experience linking complaint trends to CAPA initiation and risk management file updates. 

• Deep expertise in FDA 21 CFR Part 803 (MDR), Part 820, and ISO 13485/14971, including hands-on experience with authoring MDRs. 

• Working knowledge of EU MDR Vigilance reporting obligations. 

• Experience managing complaints in a validated electronic management system or quality management system (e.g. Salesforce, Master Control, ETQ or equivalent) 

• Proficiency in statistical trending, complaint metrics, and data visualization tools, including excel. 

• Ability to present complex post-market data clearly to management and cross-functional stakeholders.

The salary for this exempt-level position will be based on experience and qualifications within an established pay range.

• Pay range: $140,000 - $160,000

BENEFITS:

Element Science offers a very competitive salary and benefits package including, but not limited to:

• Stock Options
• 90% employer-paid medical, dental, and vision insurance
• Company-paid Basic Life Insurance
• 401(k) retirement plan (Traditional and Roth)
• Competitive Paid Time Off
• Paid Holidays
• FSA (Flexible Spending Accounts)
• HSA (Health Savings Account)
• Employee Assistance Program through PEO