Supervisor Complaint Handling

Abbott • Alameda, CA

1d • $100,000 - $200,000 • 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 is an onsite opportunity based out of Alameda, CA.

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 weekly case loads for Complaint Evaluation and Closure 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 blood glucose meters and data management systems.
• 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.

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