Product Complaint Senior Supervisor
- Compensation
- Not disclosed
- Location
- Not listed
- Work setup
- Hybrid
- Seniority
- Senior
- Employment
- Not specified
- Experience
- 5+ years
- Category
- Not specified
- Posted
Skills
Must have
- Bachelor or Licentiate degree in Chemical, Industrial, Electronic, Biotechnology, Electromechanical Engineering, or a related health field.
- 5+ years of experience in complaint management, quality, regulatory, or a related function with leadership responsibilities.
- English proficiency of B2+ (80%-90%) or higher.
- Knowledge of complaint handling processes, regulatory reporting requirements, and quality system expectations.
- Demonstrated ability to lead teams, manage performance, and prioritize operational activities.
Nice to have
- Experience supporting medical device or regulated healthcare environments.
- Experience leading cross-functional projects with global stakeholders.
- Strong analytical and problem-solving capabilities.
- Effective coaching, communication, and stakeholder management skills.
Full description
Additional Locations: Costa Rica-Heredia
Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance
At our company, we value diversity and believe it is our greatest strength. We are committed to empowering women, supporting the LGBTQ+ community, and creating opportunities for individuals with disabilities. Our belief is that your diversity enriches our work environment. As an equal opportunity employer, we wholeheartedly welcome applications from all qualified candidates, regardless of their background. Additionally, we have a Gender Equality Policy that reflects our commitment to fairness and equality in the workplace.
Hybrid Roles:
Boston Scientific's hybrid workplace includes Working From Home and onsite. You will have the opportunity to discuss details in the interview.
About the role:
The Product Complaint Senior Supervisor leads and supports the Costa Rica Neuromodulation Complaint Management Center team, overseeing complaint management activities across multiple product portfolios. This role is responsible for ensuring high-quality complaint handling, regulatory reporting compliance, and operational excellence while maintaining a strong focus on patient safety and product quality. The position drives team performance, supports continuous improvement initiatives, and serves as a key partner across post-market quality functions. Success in this role requires strong leadership, regulatory knowledge, and the ability to influence cross-functional stakeholders.
Work Mode:
This role follows a hybrid work model. Employees are expected to work from the Global Hub, American Free Zone, Costa Rica office at least three days per week, with the remaining days worked remotely.
Your responsibilities will include:
- Coordinate complaint management operations, including oversight of operational metrics, work in progress, regulatory reporting activities, complaint quality, procedures, and training compliance.
- Lead, coach, and develop a team of product complaint analysts to achieve departmental objectives and support professional growth.
- Review complaint records and related communications to ensure regulatory compliance and appropriate reportability decisions.
- Assess potential patient safety and business impacts associated with complaints and escalation activities.
- Serve as a subject matter expert in regulatory reporting requirements and end-to-end complaint management processes.
- Collaborate with Clinical, Regulatory, Medical Safety, Marketing, Sales, CIS, Device Tracking, and other cross-functional partners to drive alignment and issue resolution.