Product Quality Complaint Manager

Product Quality Complaint Manager

What we do

At Kenvue, we realize the extraordinary power of everyday care. Built on over a century of heritage and rooted in science, we’re the house of iconic brands - including NEUTROGENA®, AVEENO®, TYLENOL®, LISTERINE®, JOHNSON’S® and BAND-AID® that you already know and love. Science is our passion; care is our talent.

Who We Are

Our global team is ~ 22,000 brilliant people with a workplace culture where every voice matters, and every contribution is appreciated. We are passionate about insights, innovation and committed to delivering the best products to our customers. With expertise and empathy, being a Kenvuer means having the power to impact millions of people every day. We put people first, care fiercely, earn trust with science and solve with courage – and have brilliant opportunities waiting for you! Join us in shaping our future–and yours. For more information, click here.

Role reports to:

Director Global Complaint Vigilance

Location:

Europe/Middle East/Africa, Czechia, Prague, Prague

Work Location:

Hybrid

What you will do

Kenvue is now part of Kimberly-Clark.

This position reports into Director Global Complaint Vigilance and is based at Czechia.

The Product Quality Complaint Manager is responsible for the execution and oversight of complaint vigilance and supporting day-to-day activities for complaint management for the EMEA region and globally (as needed) including but not limited to:

Key Responsibilities

• Develop and implement strategies for managing complaints and vigilance activities in alignment with regulatory requirements
• Lead a team to investigate and resolve product quality complaints effectively and efficiently
• Analyze complaint data to identify trends and areas for improvement in product quality and customer satisfaction
• Develop and implement strategies to improve complaint handling processes
• Collaborate with cross-functional teams to ensure timely and appropriate responses to complaints
• Provide guidance and training to staff on complaint handling procedures and best practices
• Lead and oversee the development of innovative strategies to enhance the existing complaint processing system
• Implement advanced systems for analyzing and predicting trends in product quality complaints
• Collaborate with regulatory authorities, quality control systems, and external auditors to ensure compliance and best practices
• Direct the resolution of complaints for all products, while ensuring adherence to regulatory standards

Required Qualifications

• Minimum 8 years of experience in complaint management or related field
• Minimum of 3 years of people leadership experience, with direct reports
• Bachelor’s Degree in Science/Engineering or a related discipline
• Strong knowledge of regulatory requirements related to complaint handling and vigilance
• Excellent communication and interpersonal skills to effectively interact with stakeholders
• Proven leadership abilities to manage a team and drive results in a fast-paced environment
• Expertise in product quality complaint management systems is a must
• Proven track record of leading cross-functional teams and driving business growth
• Strong analytical skills to interpret complex business data and make informed decisions
• Ability to influence decision-making at executive levels both internally and externally
• Demonstrated leadership in navigating through ambiguity, conflict, and complexity
• Language Requirement: Czech and English (effectively writing & speaking)

Desired Qualifications

• Preferably with experience in the beauty product industry
• Ability to influence decision-making at executive levels both internally and externally
• Demonstrated leadership in navigating through ambiguity, conflict, and complexity
• Excellent communication skills, both verbal and written

WHAT IS IN FOR YOU

• Competitive Benefit Package Paid Company Holidays
• Paid Vacation, Volunteer Time & More
• Home Office possibilities and working from anywhere (up to 30 days/year) Pension Insurance
• Learning & Development Opportunities
• Meal vouchers, Pluxee benefit cafeteria, Company products with discount Public transportation allowance
• Employee Resource Groups
• Office On-site gym and massages
• Global wellbeing reimbursement, long term illness contribution, Accident, Life, and disability insurance
• Multisport card
• Parental leave and early returning parents program

Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, protected veteran status, or any other legally protected characteristic, and will not be discriminated against on the basis of disability.

If you are an individual with a disability, please check our Disability Assistance page for information on how to request an accommodation.

Award-winning inclusivity

At Kenvue, we foster a culture of belonging. In 2024, Kenvue was selected as one of Seramount’s 100 Best Companies for working parents and caregivers, recognizing our ongoing commitment to providing inclusive benefits for Kenvuers and families.

Data driven. Digital first.

Our community attracts curious and collaborative team members motivated by always striving to improve. Our team offers you plenty of opportunities to deepen your existing expertise and build on new skills by broadening your exposure outside of your own category. By working across the business, we harness the power of data and technology in new ways to better understand human insights and drive better health outcomes.