Position Summary

The Global Manager, Customer Complaints is responsible for the global oversight, execution, and continuous improvement of the pharmaceutical complaint management program. This role leads a team of complaint investigators and ensures all product quality complaints are properly triaged, investigated, documented, and closed in compliance with international regulations and internal quality standards.Key Responsibilities

Complaint Management & Oversight
- Lead the end-to-end global complaint process including intake, triage, assignment, investigation, documentation, and closure.
- Assign complaints to investigators based on expertise, workload, product knowledge, and investigation complexity.
- Ensure complaints are processed in compliance with FDA, EMA, MHRA, Health Canada, WHO, and other relevant regulations.
- Review and approve complaint investigations, interim assessments, and final reports for technical accuracy, regulatory compliance, and completeness.
- Establish and track performance metrics for complaint processing (e.g., on-time closure,



investigation quality, backlog reduction).Management of Complaint Investigators
- Directly lead and develop a team of complaint investigators (onsite, remote, or global).
- Provide coaching, technical guidance, and escalation support on complex investigations and root-cause analysis.
- Conduct routine 1:1s, performance reviews, and competency assessments for complaint investigators.
- Ensure investigators are trained on applicable SOPs, regulatory expectations, and investigation tools/methodologies.
- Monitor workload distribution and adjust assignments to ensure timely complaint closure and balanced productivity.
- Conduct periodic quality reviews of investigator work, identifying areas for improvement and coordinating retraining when necessary.
- Develop and maintain a culture of scientific rigor, accountability, and continuous improvement among the investigation team.Cross-Functional Collaboration
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📌 Global Manager, Customer Complaints (Kukatpally)
🏢 DIFGEN PHARMACEUTICALS PRIVATE
📍 Kukatpally