Supervisor Complaint Handling

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

Join us at Abbott Diabetes Care (ADC) in our mission to help individuals with diabetes lead active, fulfilling lives. We’re focused on helping people manage their health more effectively and comfortably, with life-changing products that provide accurate data to drive better-informed decision.

The Supervisor Complaint Handling is responsible for providing the direct supervision of non-exempt employees in the Complaint Handling Group who evaluate, process and / or close complaint cases from customers.

This is an onsite opportunity based out of Alameda, CA.

What You’ll Work On

• Assign and monitor weekly case loads for Complaint Evaluation and Closure Specialists.
• Provide coaching, counseling, and ongoing support to team members to strengthen performance and compliance.
• Conduct both formal and informal performance evaluations for direct reports.
• Maintain a comprehensive understanding of all aspects of the complaint handling process.
• Manage team resources to ensure division goals for complaint metrics are consistently met.
• Identify opportunities to improve efficiency, accuracy, and overall effectiveness of complaint handling processes.
• Monitor and communicate quality metrics related to complaint evaluation and investigation documentation completed by internal groups (e.g., Complaint Evaluations Group, Complaint Investigations Group).
• Supervise complaint closure activities for blood glucose meters and data management systems.
• Ensure complaint evaluations and closures are completed accurately, on time, and in alignment with procedures, coding requirements, and documentation standards.
• Oversee people and processes to proactively resolve issues and enhance workflow efficiency.
• Identify trends in product complaints and escalate findings to management promptly.
• Maintain readiness for corporate and FDA audits, ensuring complaint handling activities meet regulatory expectations.
• Mitigate audit risk by ensuring complaints are closed correctly and supported with proper documentation.

Required Qualifications

• Bachelor's Degree or an equivalent combination of education and work experience
• Minimum 4 years of related quality experience
• Previous experience conducting complaint investigations and evaluations within a regulated environment. 
• Understanding of product use and application, particularly as it relates to complaint assessment.
• Proven ability to lead, mentor, and manage a large team of non‑exempt employees, including both full‑time and contract staff.
• Strong communication skills with the ability to collaborate effectively across cross‑functional groups such as Customer Support, Medical Events, and Complaint Evaluations.
• Ability to work autonomously, exercise sound judgment, and make decisions regarding escalation needs for additional documentation, investigation, or processing.
• Demonstrated capability to determine when complaints require further action versus when they are ready for closure.

The base pay for this position is $100,000.00 – $200,000.00. In specific locations, the pay range may vary from the range posted.

• medical device compliance
• escalation management
• performance evaluation
• decision making
• regulatory compliance
• complaint investigation
• stakeholder management
• audit readiness
• documentation standards
• complaint handling
• quality management