Manager, Technical Complaints

Novocure Inc; Boston (MA); Hybrid; USD 110,000 - 143,000; Full time

Benefits offered by this job

Annual bonus

RSU grant

Job summary

Novocure Inc. seeks an experienced medical device quality leader to own the global technical complaint handling process. You’ll lead a global team, transform processes, and drive data‑driven decisions across QA, Regulatory, IT and Manufacturing in a highly regulated environment.

You will manage end-to-end complaint handling, support FDA and international audits, and spearhead the SAP to Veeva Vault Quality migration. This hybrid, Portsmouth, NH role offers growth and impact.

Qualifications

• Bachelor's degree in Engineering, Life Sciences or related field.
• 5+ years of medical device quality experience with significant complaint handling responsibility.
• 3+ years of people leadership in a global environment.
• Hands-on Veeva Vault Quality Complaint Management experience.
• Experience supporting FDA inspections and international audits.
• Working knowledge of FDA 21 CFR Part 820, ISO 13485, ISO 14971, EU MDR, CAPA and post-market surveillance.
• Strong analytical, communication and stakeholder management skills.

Responsibilities

• Lead and develop a global team of Technical Complaint Specialists.
• Own the end-to-end complaint handling process from intake through closure.
• Lead the complaint handling transformation from SAP to Veeva Vault Quality.
• Partner with IT and Quality Systems to define business requirements, workflows and system configuration.
• Drive complaint trending, KPIs, executive dashboards and management reviews.
• Identify quality signals and partner on CAPA and continuous improvement initiatives.
• Support FDA inspections, notified body audits and global regulatory inspections.
• Collaborate across Medical Safety, Regulatory Affairs, Engineering, Manufacturing, Patient Experience and Global Technical Services.
• Champion standardized global complaint handling processes and inspection readiness.

Skills

Complaint handling

Leadership

Regulatory knowledge

FDA inspections

CAPA

Quality systems

Lean Six Sigma

Migration SAP to Veeva

Data analysis

Veeva Vault Quality

Education

Bachelor's degree in Engineering, Life Sciences or related field

Tools

Veeva Vault

Job description

Manager, Technical Complaints

Hybrid / Full Time / Portsmouth, NH

ABOUT THE ROLE

We are seeking an experienced medical device quality leader to own Novocure's global technical complaint handling process. This position combines people leadership, quality systems expertise, and business process ownership. You will lead a global team, partner with stakeholders across Quality, Medical Safety, Regulatory Affairs, Global Technical Services, IT, Manufacturing, R&D, and Patient Experience, and serve as the business lead for the migration from SAP to Veeva Vault Quality. This is not simply a complaint management role. We are looking for someone who can drive process transformation, influence stakeholders, improve data‑driven decision making, and confidently lead change in a highly regulated medical device environment.

WHAT YOU'LL DO

• Lead and develop a global team of Technical Complaint Specialists.
• Own the end-to-end complaint handling process from intake through closure.
• Lead the complaint handling transformation from SAP to Veeva Vault Quality.
• Partner with IT and Quality Systems to define business requirements, workflows and system configuration.
• Drive complaint trending, KPIs, executive dashboards and management reviews.
• Identify quality signals and partner on CAPA and continuous improvement initiatives.
• Support FDA inspections, notified body audits and global regulatory inspections.
• Collaborate across Medical Safety, Regulatory Affairs, Engineering, Manufacturing, Patient Experience and Global Technical Services.
• Champion standardized global complaint handling processes and inspection readiness.

ABOUT YOU

You are an experienced medical device quality professional who enjoys improving processes as much as developing people. You understand complaint handling regulations, know how to translate data into meaningful business insights, and have successfully led cross‑functional initiatives. You remain calm under pressure, communicate effectively with diverse stakeholders, and thrive in environments undergoing meaningful change.

Minimum Qualifications

• Bachelor's degree in Engineering, Life Sciences or related field.
• 5+ years of medical device quality experience with significant complaint handling responsibility.
• 3+ years of people leadership in a global environment.
• Hands‑on Veeva Vault Quality Complaint Management experience.
• Experience supporting FDA inspections and international audits.
• Working knowledge of FDA 21 CFR Part 820, ISO 13485, ISO 14971, EU MDR, CAPA and post‑market surveillance.
• Strong analytical, communication and stakeholder management skills.

Preferred Qualifications

• Experience leading Veeva Vault implementations or complaint process optimization.
• SAP-to-Veeva migration experience.
• Lean Six Sigma certification or process improvement background.

HOW YOU'LL WORK

• Remote role supporting our Portsmouth, NH office.
• Regular collaboration with on-site teams and global stakeholders.
• Occasional domestic and international travel as business needs require.
• Opportunity to lead a highly visible, enterprise-wide quality transformation initiative.

WHAT WE OFFER

The pay range which Novocure expects to pay for this role at the time of this posting is $110,000 - $143,000/yr. This position is also eligible for an annual bonus and restricted stock unit grant in addition to a full range of benefits. Individual compensation within this range depends on a variety of factors, including, but not limited to, prior education and experience, job‑related knowledge and skills demonstrated.

Notices

Novocure is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state, or local law. Novocure is committed to providing an interview process that is inclusive of our applicant's needs. If you are an individual with a disability and would like to request an accommodation, please email [e-mail].