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Lead Manager, Complaint Resolution

2 months ago

San Jose, California, United States Olympus Corporation of the Americas Full time

Position Overview:

As a pivotal member of our team, you will oversee the Regional Investigation Center, focusing on the management of complaint resolutions. This role encompasses a variety of responsibilities including complaint analysis, trending, and regulatory compliance.

Key Responsibilities:

  • Direct and guide a team dedicated to investigating complaints and performing data analysis.
  • Supervise and mentor managers and engineers to meet departmental objectives and enhance team performance.
  • Provide strategic guidance to staff, fostering professional growth and motivating individuals to excel.
  • Collaborate with the Global Complaints Center of Excellence to implement continuous improvement initiatives.
  • Analyze and prepare comprehensive complaint data reports for management reviews and regulatory submissions.
  • Identify and escalate emerging trends to senior leadership for proactive action.
  • Influence senior management on enhancements to quality systems and processes.
  • Maintain effective cross-functional relationships within the organization to ensure seamless complaint handling.
  • Promote systematic problem-solving methodologies to address quality issues effectively.
  • Lead projects to successful outcomes while achieving strategic objectives.
  • Encourage a diverse and inclusive workplace that empowers all team members.
  • Develop future leaders through mentorship and partnership.
  • Ensure compliance with company policies and relevant regulations.

Qualifications:

Required:

  • Bachelor's degree in engineering, data science, or a related STEM field.
  • A minimum of 7 years of experience in Post Market, Design Assurance, or Quality Engineering.
  • At least 5 years of supervisory experience.
  • Willingness to travel occasionally for meetings and projects.

Preferred:

  • A passion for leadership and developing team potential.
  • Demonstrated ability to efficiently manage daily tasks while fostering professional development.
  • Strong written and verbal communication skills across a global organization.
  • A proactive mindset focused on continuous improvement.

Benefits:

  • Competitive salary and annual bonus potential.
  • Comprehensive medical, dental, and vision coverage from day one.
  • 24/7 Employee Assistance Program.
  • Flexible work-life balance with hybrid and remote options.
  • Paid holidays and educational assistance.
  • Parental leave and adoption support.
  • Volunteering and charitable donation matching programs.
  • Diversity and inclusion initiatives, including colleague affinity networks.

About Olympus:

Olympus Corporation of the Americas is committed to fostering a diverse and inclusive workplace. We value the unique perspectives and contributions of all employees, striving to create an environment where everyone can thrive.