Sr. Associate, Complaints

Alcon • Fort Worth, TX

22h • Onsite

About The Position

At Alcon, we're passionate about enhancing sight and helping people see brilliantly. With more than 25,000 associates, we innovate fearlessly, champion progress, and act swiftly to impact global eye health. We foster an inclusive culture, recognizing your contributions and offering opportunities to grow your career like never before. Together, we make a difference in the lives of our patients and customers. Are you ready to join us? This role is part of Alcon's Quality & Regulatory Affairs function, a team that ensures our products comply with global, local, and internal regulations and meet the strictest standards of quality as we help people see brilliantly. The Sr. Associate, Complaints (Professional Path) is primarily responsible for managing technical and adverse event complaint records for Alcon devices and over-the-counter products. You will handle complaint intake, follow-up, triage, and system entry, ensuring compliance with regulations and maintaining quality standards. This role plays a critical part in safeguarding patient safety, supporting post‑market surveillance, and driving continuous quality improvements. Specifics Include: Perform specialized tasks and conduct independent research to optimize complaint resolution outcomes Make decisions within the scope of assigned tasks Handle inbound calls, emails, online chats, or facsimiles to address customer complaints, document all relevant information, and deliver resolutions that support regulatory and customer service requirements Track and maintain records of complaints, product feedback, and resolution information, escalating issues as necessary Adhere to Good Practice (GxP) regulations by strictly following Standard Operating Procedures (SOPs) and maintaining accurate and complete documentation Ensure rigorous quality control, complete all required training, and meet individual job requirements to contribute to overall compliance of the organization Actively support internal audits, external inspections, and regulatory submissions by ensuring complaint records are complete and audit‑ready Commitment to continuous improvement and regulatory adherence Collaborate cross‑functionally with quality engineering, manufacturing, and R&D teams to support investigations and trend analysis

Requirements

• Bachelor’s Degree or Equivalent years of directly related experience (or high school +10 yrs; Assoc.+6 yrs; M.S.+0 yrs)
• The ability to fluently read, write, understand and communicate in English
• 2 Years of Relevant Experience
• Work hours: Exempt: Monday – Friday: 40 hours per week
• Location: Onsite
• Travel Requirement: 0%
• Sponsorship & Relocation: Not Authorized

Nice To Haves

• Experience with complaint or deviation systems, including post‑market surveillance or vigilance reporting
• Root cause analysis and data‑driven problem‑solving (5 Whys, Fishbone, Excel pivots/charts, trend analysis)
• Ability to interpret technical and manufacturing data to support investigations
• Strong quality mindset with solid understanding of FDA and other regulatory frameworks
• Clear technical writing skills with strong analytical, critical-thinking, and compliance awareness
• Collaborative, professional, and solution‑oriented work style

Responsibilities

• Perform specialized tasks and conduct independent research to optimize complaint resolution outcomes
• Make decisions within the scope of assigned tasks
• Handle inbound calls, emails, online chats, or facsimiles to address customer complaints, document all relevant information, and deliver resolutions that support regulatory and customer service requirements
• Track and maintain records of complaints, product feedback, and resolution information, escalating issues as necessary
• Adhere to Good Practice (GxP) regulations by strictly following Standard Operating Procedures (SOPs) and maintaining accurate and complete documentation
• Ensure rigorous quality control, complete all required training, and meet individual job requirements to contribute to overall compliance of the organization
• Actively support internal audits, external inspections, and regulatory submissions by ensuring complaint records are complete and audit‑ready
• Commitment to continuous improvement and regulatory adherence
• Collaborate cross‑functionally with quality engineering, manufacturing, and R&D teams to support investigations and trend analysis

Benefits

• Alcon provides a robust benefits package including health, life, retirement, flexible time off for exempt associates, PTO for hourly associates, and much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 1-10 employees