Supervisor Complaint Handling

Abbott • Plano, TX

2d • Onsite

About The Position

The Supervisor Complaint Handling is responsible for providing the direct supervision of non-exempt employees in the Complaint Handling Group who evaluate, process and / or close complaint cases from customers. This position works out of our Plano, TX location in the Neuromodulation division. Our Neuromodulation business includes implantable devices compatible with mobile technology to help people who suffer from chronic pain and movement disorders. These non-opioid therapies allow us to provide interventional pain therapy to patients throughout the pain continuum.

Requirements

• Bachelor's Degree or an equivalent combination of education and work experience
• Minimum 4 years of related quality experience
• Previous experience conducting complaint investigations and evaluations within a regulated environment.
• Understanding of product use and application, particularly as it relates to complaint assessment.
• Proven ability to lead, mentor, and manage a large team of non‑exempt employees, including both full‑time and contract staff.
• Strong communication skills with the ability to collaborate effectively across cross‑functional groups such as Customer Support, Medical Events, and Complaint Evaluations.
• Ability to work autonomously, exercise sound judgment, and make decisions regarding escalation needs for additional documentation, investigation, or processing.
• Demonstrated capability to determine when complaints require further action versus when they are ready for closure.

Responsibilities

• Assign and monitor daily complaint cases for QA Specialists.
• Provide coaching, counseling, and ongoing support to team members to strengthen performance and compliance.
• Conduct both formal and informal performance evaluations for direct reports.
• Maintain a comprehensive understanding of all aspects of the complaint handling process.
• Manage team resources to ensure division goals for complaint metrics are consistently met.
• Identify opportunities to improve efficiency, accuracy, and overall effectiveness of complaint handling processes.
• Monitor and communicate quality metrics related to complaint evaluation and investigation documentation completed by internal groups (e.g., Complaint Evaluations Group, Complaint Investigations Group).
• Supervise complaint closure activities for Neuromodulation Division.
• Ensure complaint evaluations and closures are completed accurately, on time, and in alignment with procedures, coding requirements, and documentation standards.
• Oversee people and processes to proactively resolve issues and enhance workflow efficiency.
• Identify trends in product complaints and escalate findings to management promptly.
• Maintain readiness for corporate and FDA audits, ensuring complaint handling activities meet regulatory expectations.
• Mitigate audit risk by ensuring complaints are closed correctly and supported with proper documentation.
• Initiate, own and process complaints cases.

Benefits

• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager