Manager I, Complaints

At Alcon, we are driven by the meaningful work we do to help people see brilliantly. We innovate boldly, champion progress, and act with speed as the global leader in eye care. Here, you’ll be recognized for your commitment and contributions and see your career like never before. Together, we go above and beyond to make an impact in the lives of our patients and customers. We foster an inclusive culture and are looking for diverse, talented people to join Alcon.

This role is part of Alcon's QRA department, a team that ensures our products are in compliance with global, local, and internal regulations and meet the strictest standards of quality as we help people see brilliantly.

The Manager I, Complaints is primarily responsible for leading the quality technical complaints and adverse event processes, ensuring compliance with regulations and guidelines. You will guide a team to manage complaint intake, follow-up, and system entry, while also overseeing vigilance operations and supporting audits.


Key Responsibilities:
• Manage a team handling customer complaints related to medical devices and/or pharmaceutical products, ensuring efficient resolution and adherence to company policies
• Oversee daily operations, allocate resources, and implement strategies to improve customer satisfaction
• Handle inbound calls, emails, online chats, or facsimiles, address customer complaints and requests to discontinue services, and deliver resolutions to appease customer dissatisfaction
• Track and maintain records of complaints, dissatisfactions, and resolution information, escalating issues as necessary
• Ensure all associates adhere to GxP regulations by strictly following Standard Operating Procedures (SOPs), maintaining accurate and complete documentation, ensuring rigorous quality control, and completing all required training
• Ensure compliance with regulatory requirements and a commitment to continuous improvement
• Apply leadership, communication, problem-solving, and time management skills to enhance team performance and customer experience

What We’re Looking For

• Strong leadership skills with 2-3 years of experience managing operational teams.
• Proven ability to influence and lead change in a fast-paced environment.
• Solid understanding of QA processes and their impact on business performance.
• Previous experience in quality.
• Experience working in an SSC/BPO environment is an advantage.
• Excellent communication skills to engage stakeholders and translate technical concepts into business language.

What we can offer you:

• Truly international environment and daily interactions with colleagues from all over the world
• Attractive benefits package (private medical care, group insurance, lunch card, transportation allowance, pension plan, Multisport/cultural card, Alcon products for you and your significant other)
• Attractive compensation package (including bonus scheme)
• Hybrid work possibilities (3/2/weekly)
• Modern office with many facilities inside located at NewCity building, 15 Marynarska Street, Warsaw

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