Complaints Management and Customs Classification Team Manager

Boehringer Ingelheim; Wrocław; On-site; PLN 180,000 - 260,000; Full time

Job summary

Boehringer Ingelheim in Wroclaw seeks a Senior Manager to lead Technical Complaints and Customs Classification teams, delivering compliant, high-quality service and driving workforce development.

You will oversee transitions into GBS Wroclaw, establish sustainable operating models, manage KPIs, and partner with Quality, Production and Supply Chain to ensure GMP compliance in a complex, international environment.

Qualifications

• Master’s degree in Business Administration, Quality Management, Pharmaceutical Sciences, Engineering, Supply Chain or a related field.
• Experience leading teams, coaching and project management.
• Experience in service transition or transformation projects.
• Knowledge of GMP, quality management systems, and European customs procedures would be a strong advantage.

Responsibilities

• Provide people and operational leadership for the Technical Complaints and Customs Classification teams with a focus on compliance.
• Ensure high-quality, compliant service delivery across both areas, in line with GMP requirements and customs regulations.
• Oversee workload, priorities, and escalations with involvement of subject-matter experts.
• Support system deployments, service transitions and process changes.
• Lead the operational transition of services into GBS Wroclaw and establish sustainable operating models.

Job description

Are you looking for a leadership role where you can build and lead new Technical Complaints and Customs Classification teams while combining people leadership, operational oversight and compliance? Join our Forecast to Cash organization in GBS Wroclaw as Complaints Management and Customs Classification Team Manager. You will lead two specialist teams, ensure effective and compliant service delivery across both areas, and play an active role in transitioning the services into GBS Wroclaw and establishing sustainable operating models.

Tasks & Responsibilities

• Providing people and operational leadership for the Technical Complaints Support and Customs Classification teams, with a strong focus on compliance, operational excellence and people development
• Ensuring high-quality, compliant and timely service delivery across both areas, in line with applicable GMP requirements, customs regulations, internal standards and SOPs
• Providing operational oversight across both teams, ensuring that activities are completed accurately, compliantly and on time, supported by the relevant subject-matter experts
• Ensuring compliance with internal controls, audit requirements, and company policies
• Overseeing workload, priorities, and escalations
• Supporting system deployments, service transitions and process changes
• Acting as a key contact for stakeholders across Quality, Production, Quality Control, Technical Services, Supply Chain, Customs and other relevant functions
• Driving process standardization, automation, and performance improvement initiatives
• Monitoring KPIs and service levels to ensure operational excellence and customer satisfaction
• Leading the operational transition of both services into GBS Wrocław by representing the future operations teams, overseeing knowledge transfer, documentation, training and team readiness, helping establish the operating models and governance, monitoring transition risks and readiness criteria, and coordinating go-live, stabilization and structured handover into business-as-usual operations

About our future employee

You should speak English at a minimum C1 level and have at least 6 years of relevant professional experience, including experience in operational or people leadership. Relevant professional experience in at least one of the two areas, Technical Complaints or Customs Classification, is expected. Experience in the other area would be an advantage but is not required. Experience in pharma industry or shared-service environment would be a strong advantage.

Additionally, we are looking for

• A Master’s degree in Business Administration, Quality Management, Pharmaceutical Sciences, Engineering, Supply Chain, Life Sciences or another relevant field
• Previous experience in team leadership, coaching, mentoring, or project management is expected
• Experience in a service transition, process transfer or transformation project would be a strong advantage
• Experience establishing governance, service scope, escalation paths and performance expectations across different organizational units
• Experience in a regulated or compliance-driven environment
• Knowledge of GMP and quality management systems and/or European customs tariff law, EU Green Deal requirements (in particular EUDR and CBAM) and customs procedures would be a strong advantage, depending on the candidate’s professional background
• Strong analytical and problem-solving skills with a solution-oriented mindset
• Excellent stakeholder management, communication, and collaboration skills
• Customer-centric approach combined with accountability and ownership
• Experience in process improvement, standardization, automation, or transformation initiatives
• High-quality awareness, resilience, and ability to adapt to changing priorities
• Ability to work effectively in a diverse international environment and lead through change

At Boehringer Ingelheim, we are committed to fostering an inclusive workplace that values diversity in all its forms, including disability. Our accessible office environment and dedication to equal opportunities support every employee in reaching their full potential.

Our Company

Boehringer Ingelheim is a biopharmaceutical company active in both human and animal health. As one of the industry's top investors in research and development, the company focuses on developing innovative therapies that can improve and extend lives in areas of high unmet medical need. Independent since its foundation in 1885, Boehringer takes a long-term perspective, embedding sustainability along the entire value chain. Our approximately 54,300 employees serve over 130 markets to build a healthier and more sustainable tomorrow. Learn more at www.boehringer-ingelheim.com.

Why Boehringer Ingelheim?

With us, you can develop your own path in a company with a culture that knows our differences are our strengths - and break new ground in the drive to make millions of lives better.

Here, your development is our priority. Supporting you to build a career as part of a workplace that is independent, authentic and bold, while tackling challenging work in a respectful and friendly environment where everyone is valued and welcomed.

Alongside, you have access to programs and groups that ensure your health and wellbeing are looked after - as we make major investments to drive global accessibility to healthcare. By being part of a team that is constantly innovating, you'll be helping to transform lives for generations.

Want to learn more? Visit https://www.boehringer-ingelheim.com