COMPLAINT MANAGEMENT BUSINESS UNIT MANAGER (PRODUCT INVESTIGATION)

at  Johnson Johnson

t Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com/.
For more than 130 years, diversity, equity & inclusion (DEI) has been a part of our cultural fabric at Johnson & Johnson and woven into how we do business every day. Rooted in Our Credo, the values of DEI fuel our pursuit to create a healthier, more equitable world. Our diverse workforce and culture of belonging accelerate innovation to solve the world’s most pressing healthcare challenges.
We know that the success of our business – and our ability to deliver meaningful solutions – depends on how well we understand and meet the diverse needs of the communities we serve. Which is why we foster a culture of inclusion and belonging where all perspectives, abilities and experiences are valued and our people can reach their potential.
At Johnson & Johnson, we all belong.
We are searching for the best talent for COMPLAINT MANAGEMENT BUSINESS UNIT MANAGER to be in plant Salvarcar.

JOB SUMMARY

Under minimal direction, the Senior Manager, Complaint Handling Unit will be responsible for overseeing the Failure Analysis Lab and/or the Complaint Handling team at the Juarez site. He/she will also be responsible for maintaining Quality processes associated with product complaint handling, procedures, and controls, to ensure that all complaints are processed/investigated in accordance with established company procedures and worldwide regulations and standards.

EXPERIENCE AND EDUCATION

• Bachelor’s degree in Business Administration, Computer Science or Engineering.
• Minimum 8-10 years of experience.
• 2 - 3 years of experience in Quality.

REQUIRED KNOWLEDGE, SKILLS, ABILITIES, CERTIFICATIONS/LICENSES and AFFILIATIONS

• Bilingual English/Spanish (oral and written) preferred.
• Strong effective communication skills.
• International experience.

Under general direction and in accordance with all federal, state and local laws/regulations and Johnson & Johnson Corporate procedures and guidelines, this position:

• Responsible for the accuracy and completeness of data entry into the global complaint handling system to contribute to the achievement of department metrics and MD&D.
• Responsible for proactively identifying failures in the global complaint handling system, where human error may lead to late regulatory reporting and complaint delays, by actively monitoring activities.
• Responsible for collecting and communicating system issues to the system administrator and communicating resolutions to users globally.
• Demonstrates experience working globally, strong multi-regional project team leadership skills.
• Demonstrates strong oral and written communication skills.
• Responsible for the generation and distribution of weekly, monthly and quarterly metrics reports.
• Responsible for the generation and development of reports for supervision.
• Responsible for chairing monthly meeting to review metrics.
• Responsible for communicating business related issues or opportunities to the next level. Responsible for ensuring that subordinates follow all Company guidelines related to Health, Safety and Environmental practices and that all necessary resources are available and in good condition.
• Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies and procedures.
• Perform other duties as assigned as required.