Product Complaint Supervisor – Lead Complaint Center

About the role

The Product Complaint Supervisor leads the Rhythm Management Complaint Center team in Costa Rica, ensuring high‑quality handling of product complaints, regulatory reporting and compliance with the Quality System. The role focuses on patient safety, operational performance and continuous improvement.

Key responsibilities

• Coordinate daily complaint management operations, monitor metrics, work‑in‑progress and regulatory reporting.
• Supervise and develop a small team of product complaint analysts, providing coaching and performance management.
• Review complaint records for regulatory compliance, reportability and potential impact on patient safety.
• Collaborate with Clinical, Regulatory, Medical Safety, Marketing/Sales and other cross‑functional partners on adverse events.
• Contribute to global post‑market quality projects and align strategies across geographic locations.
• Drive continuous improvement through standardized processes and feedback mechanisms.

Required profile

• Bachelor’s or Licentiate degree in Chemical, Industrial, Electronic, Biotechnology, Electromechanical Engineering or a related health field.
• 3‑4 years of experience in a similar complaint handling or regulatory role.
• Proficient English (approximately 80‑90% proficiency).
• At least 1 year of experience leading teams or managing collaborative projects (preferred).
• Internal candidates must have at least 1 year in the current position, a successful performance evaluation, and no disciplinary actions in the past 6 months.

Required skills

What we offer

• Hybrid work model combining remote and onsite work.
• Opportunity to work within a global, innovative medical‑device company.
• Focus on diversity, inclusion and gender‑equality policies.