Supervisor Complaint Handling

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.

Apply Now

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

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The base pay for this position is

$78,000.00 – $156,000.00In specific locations, the pay range may vary from the range posted.

JOB FAMILY:Operations Quality

DIVISION:NM Neuromodulation

LOCATION:United States > Texas > Plano : 6901 Preston Road

ADDITIONAL LOCATIONS

WORK SHIFT:Standard

TRAVEL:Not specified

MEDICAL SURVEILLANCE:Not Applicable

SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.…