Sr Manager Complaint Vigilance

Kenvue; Guelph; Hybrid; CAD 213,000 - 301,000; Full time

Benefits offered by this job

Paid Company Holidays

Paid Vacation

Volunteer Time & More

Kenvuer Impact Networks

Job summary

Kenvue is seeking a Sr. Manager of Complaint Vigilance to lead global complaint handling, adverse event reporting, and regulatory compliance. You will mentor a cross-functional team, implement improvements to systems, and drive data-driven decisions across product lines.

Responsibilities include advancing analytics, collaborating with regulators, and guiding the team through audits while ensuring timely investigations and resolutions.

Qualifications

• Bachelor’s degree in a relevant field is required; advanced degrees are a plus.
• 8–10 years of progressive experience in complaint management or related quality roles.
• Proven expertise in designing, managing, and resolving customer complaint systems.
• Strong leadership capabilities with experience managing teams and driving cross-functional collaboration.
• Excellent communication skills, both verbal and written, to engage regulators and stakeholders.

Responsibilities

• Lead the global complaint vigilance framework to ensure regulatory compliance.
• Drive continuous improvement in complaint processing and analytics.
• Develop metrics, predictive analytics, and AI tools to monitor trends and streamline workflows.
• Mentor and guide a cross-functional team across geographies to achieve objectives.
• Coordinate audits with regulators and external auditors and support CAPA activities.

Skills

Leadership

Communication

Complaint management

Cross-functional collaboration

Regulatory understanding

Education

Bachelor's degree in a relevant field

Job description

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.

Role Reports To

Location:

North America, United States, New Jersey, Summit or Guelph, Canada

Work Location:

Hybrid

What You Will Do

The Sr. Manager, Complaint Vigilance is responsible for leading the global complaint handling and adverse event reporting processes, developing improvements to complaint systems, managing and mentoring your team, and ensuring timely investigation and resolution of all customer complaints while maintaining regulatory compliance:

Key Responsibilities

• Lead and oversee the design, implementation, and management of global complaint vigilance frameworks that ensure compliance with regulatory and quality standards while proactively identifying and mitigating risks across multiple channels.
• Drive continuous improvement initiatives by analyzing root causes, deploying creative solutions, and enhancing complaint processing systems to improve efficiency, accuracy, and exceed regulatory standards.
• Develop and implement advanced metrics, predictive analytics models, and AI-driven tools to monitor trends, anticipate complaint patterns, and streamline complaint intake, categorization, and resolution workflows.
• Provide strategic leadership, mentorship, and inspiration to build and sustain a high-performing, cross-functional complaint management team aligned with organizational goals and adopting cutting-edge technologies and methodologies.
• Collaborate closely with regulatory authorities, quality control teams, external auditors, and other stakeholders to ensure adherence to compliance requirements and coordinate appropriate follow-up actions.
• Manage timely investigation, resolution, and communication of customer complaints across all product lines, championing a culture of accountability, continuous learning, and innovation within the complaint vigilance department.
• Represent the department as SME or SPOC for internal and external audits supporting both front room and back-room activities.
• Represent the organization in industry forums and regulatory discussions to shape the future landscape of complaint vigilance.
• Supports CAPA, compliance, quality and business objectives by overseeing completion of ad hoc complaint data analysis project and queries
• Responsible for communicating business related issues or opportunities to next management levels

Required Qualifications

What we are looking for

• Bachelor’s degree or equivalent qualification in a relevant field is required; advanced degrees are a plus.
• Minimum of 8-10 years of progressive experience in complaint management, complaint vigilance, or related quality assurance roles within regulated industries.
• Proven expertise in designing, managing, and resolving customer complaint systems.
• Strong leadership capabilities with experience managing teams and driving cross-functional collaboration.
• Excellent communication skills, both verbal and written, to effectively engage with stakeholders, regulators, and cross-functional teams.

Desired Qualifications

• Strong foundation in regulatory compliance and risk management principles.
• Proven expertise in leveraging data analytics and AI tools to transform complaint management and reporting.
• Exceptional leadership skills with a track record of building innovative teams and fostering a culture of continuous improvement.
• Demonstrated experience in people leadership across different geographies.
• Strong strategic thinking and problem-solving abilities, capable of navigating complex regulatory environments.
• Exceptional analytical skills with the ability to interpret complex data and forecast business impacts effectively.
• Demonstrated ability to influence senior leadership and key stakeholders at multiple organizational levels.
• Proven track record of navigating ambiguity and complexity while maintaining focus on business objectives.
• Commitment to embodying leadership behaviors that foster innovation, integrity, and operational excellence.
• Demonstrated ability to anticipate industry trends and implement forward-thinking complaint vigilance strategies.

What’s In It For You

Annual base salary for new hires in this position ranges:

$153,850.00 - $217,200.00

This takes into account a number of factors including work location, the candidate’s skills, experience, education level & other job-related factors.

• Paid Company Holidays, Paid Vacation, Volunteer Time & More!
• Kenvuer Impact Networks
• This list could vary based on location/region
• Note: Total Rewards at Kenvue include salary, bonus (if applicable) and benefits. Your Talent Access Partner will be able to share more about our total rewards offerings and the specific salary range for the relevant location(s) during the recruitment & hiring process.

Kenvue is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment based on merit without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, or protected veteran status 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.