Project Manager Complaint Handling

Kaleido; Utrecht; On-site; EUR 55,000 - 75,000; Full time

Job summary

A medical device company in Utrecht is seeking a Project Manager for Complaint Handling 2.0. This role focuses on leading the redesign of complaint handling processes to accommodate growth without compromising quality. Ideal candidates will possess a technical background, project management experience, and an understanding of medical device regulations. You will collaborate across teams to implement effective IT tools and workflows that enhance efficiency and customer experience.

Qualifications

• Technical background in engineering, life sciences, or similar.
• Experience in project management and delivering results.
• Ability to analyze complex issues and propose solutions.
• Understanding of medical device complaint handling regulations.
• Curiosity about AI technologies to improve processes.
• Experience in leading and creating a positive team environment.

Responsibilities

• Lead the complaint handling project from start to finish.
• Design and implement a streamlined complaint handling process.
• Explore technology to enhance efficiency in handling complaints.
• Set up workflows to analyze issues and identify root causes.
• Collaborate across multiple teams to ensure process effectiveness.

Skills

Project management

Analytical and problem-solving skills

Strong communication and collaboration skills

Regulatory awareness

Technical background

Job description

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At ViCentra, we’re on a mission to redefine what’s possible in diabetes care. We combine technological innovation with human-centered design to empower people with more freedom, confidence, and life on their terms. Our values; Be Bold, Build Trust, Focus on the Customer and Deliver Excellence drive everything we create and every decision we make.

We believe that when ambition meets purpose, remarkable things happen. If you thrive in a space where ideas accelerate, challenges spark growth, and making a difference is the goal, ViCentra is your next great adventure. 🚀

Project Manager Complaint Handling 2.0

you will tackle one of our biggest challenges: our current complaint handling process is not ready for the growth we’re aiming for. Your mission is to lead the project to design and implement a smarter, scalable process with effective IT tools that can handle this increase without compromising quality, compliance, or customer experience.

You’ll be the bridge between customer care, regulatory affairs, the current complaint team, and our technical teams, turning complex requirements into practical solutions. By building a process that grows with us, you’ll help ensure that when something goes wrong, we respond quickly, effectively, and in line with strict regulations. All while keeping the customer at the heart of everything we do.

What you’ll take on

In your role, you will:

• Lead the Complaint Handling 2.0 project from start to finish; define scope, timelines, and deliverables, and keep everyone aligned.
• Build a smarter complaint handling process; design and implement workflows with the project team that are lean, scalable, and compliant with EU and US regulations.
• Use technology to make things easier; explore where AI and smart software can help us ask better questions, troubleshoot faster, and improve efficiency.
• Bring complaint investigations and trending to the next level; set up workflows to analyze issues, identify root causes, and introduce algorithms to decide if problems are isolated or systemic.
• Collaborate across teams; work closely with Customer Care, Regulatory Affairs, R&D, the complaint team and IT to make sure the process works for everyone.

What you bring

• A technical background (engineering, life sciences, or similar) and the ability to understand products and processes quickly.
• Project management experience, you know how to organize, prioritize, and deliver results.
• Analytical and problem-solving skills, you can dig into complex issues and find practical solutions.
• Regulatory awareness, you understand (or can quickly learn) the rules that apply to complaint handling in the medical device world.
• Tech-savvy mindset, you’re comfortable using software and curious about how AI can make processes smarter.
• Strong communication and collaboration skills, you build bridges between teams and keep everyone on the same page.
• Experience leading people and creating a positive, productive team environment.

Working at ViCentra means joining a team defined by:

• Courage to create: We experiment, challenge norms, and learn fast.
• Trust above all: Integrity, honesty, and openness shape our relationships.
• Customer-first mindset: Every idea is measured by the impact on those we serve.
• A drive for excellence: We hold ourselves to the highest standard because lives depend on it.

Our days move fast, fueled by curiosity, diverse perspectives, and a love for collaboration. Here, you can shape and be shaped by groundbreaking work in MedTech.

Grow with purpose

• Harness your talent for a mission that truly matters.
• Enjoy creative freedom, supportive teamwork, and room to lead initiatives.
• Make a direct impact in people’s lives, today and into the future.
• Be surrounded by innovators who challenge and cheer you on.

Every journey starts somewhere — Make yours count here

We believe a powerful team is built on unique backgrounds and points of view. If this opportunity excites you but you’re unsure if you fit every bullet, we want to hear your story. At ViCentra, it’s your potential and passion that catch our eye.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Customer Service and Quality Assurance

Industries

Medical Equipment Manufacturing