Quality Manager - Product Quality Complaints

Our vision

Our vision is to connect 1 billion people to the healing power of nature. A wholly owned subsidiary of Kirin Holdings, Blackmores Group is a leading natural health company with proud Australian heritage. We operate across 11 markets throughout Asia-Pacific and Greater China, delivering high-quality, evidence-based health solutions that help people live healthier lives.

The Opportunity

We are seeking an experienced Product Quality Complaints Manager for an 18-month maternity leave cover to lead enterprise-wide product quality complaint management across Blackmores Group. This is a key quality leadership role responsible for leading complaint handling, investigation quality, continuous improvement, stakeholder engagement and global process harmonisation.

The role will lead a small team and act as a subject matter expert, ensuring complaint management practices are compliant, insight-led, consumer-focused and consistently applied across local and international markets.

This role would suit a confident quality leader who can operate with autonomy, bring structure to complex issues, influence stakeholders across functions and markets, and translate complaint insights into meaningful product and process improvements.

The role is based at either our Warriewood or Surry Hills office locations, with travel to the Warriewood site required as needed.

Why you will love working at Blackmores

• An opportunity to play a visible role in shaping complaint management maturity across Blackmores Group, driving stronger quality insights, improved investigation outcomes and greater alignment across our local and international markets.

• Opportunities to support your local community through paid community leave.

• WGEA certified work environment.

• A socially responsible work environment, on track to be carbon neutral by 2030.

• Great benefits to support your health and wellbeing, including access to discounted products.

• Mental health support for you and your family through our Sonder assistance programme.

What you will be doing

• Lead the Product Quality Complaints function, providing direction, coaching and support to ensure timely, compliant and high-quality complaint handling outcomes.

• Lead, coach and develop a small team, setting clear priorities, building capability and fostering ownership, accountability and continuous improvement.

• Provide enterprise leadership in complaint management, ensuring harmonised processes and a consistent consumer experience across local and international markets.

• Lead data-driven continuous improvement initiatives using complaint trends, root cause insights, KPIs, scorecards and stakeholder feedback to drive improvements in product quality, investigation effectiveness and consumer experience.

• Partner with internal and external stakeholders, including Consumer Care, Commercial, Regulatory Affairs, Quality, Manufacturing, suppliers, contract manufacturers and international market teams, to support effective complaint investigations and issue resolution.

• Identify complaint trends and work with cross-functional teams to determine root cause, agree appropriate actions and drive sustainable product and process improvements.

• Oversee the investigation and response process for consumer quality complaints and technical quality queries, ensuring appropriate prioritisation, escalation and risk-based decision-making.

• Ensure customer complaints and quality queries are processed effectively and within agreed service level expectations.

• Develop, maintain and distribute complaint reports, dashboards, KPIs and scorecards to monitor performance, investigation quality, turnaround times, consumer experience and emerging product quality trends.

• Strengthen organisational capability in complaint investigations, root cause analysis, reporting quality, audit readiness and complaint management best practice.

• Support global audit, regulatory inspection and compliance activities relating to complaint management and product quality issue resolution.

• Liaise with internal and external manufacturers as part of product quality investigations, issue resolution and continuous improvement activities.

• Oversee the unauthorised product assessment process globally, including the uplift of analytical capability and risk-based assessment practices.

Who are you?

• Bachelor’s degree in Science, Pharmaceutical Sciences, Quality, Manufacturing or a related discipline.

• Significant experience in a regulated quality environment, ideally within pharmaceuticals, complementary medicines, consumer health or a TGA-regulated setting.

• Strong understanding of local and international regulatory expectations relating to product quality complaints, complaint handling and quality investigations.

• Proven people leadership experience, with the ability to coach, develop and lead a team with clear direction, accountability and minimal guidance.

• Demonstrated experience leading complaint management, product quality investigations, root cause analysis and issue resolution.

• Strong continuous improvement mindset, with experience using data, insights, KPIs and scorecards to improve quality systems, investigation outcomes and consumer experience.

• Strong stakeholder engagement and influencing skills, including the ability to collaborate effectively with local and international teams, external manufacturers, suppliers and cross-functional business partners.

• Ability to operate with sound judgement, prioritise effectively and manage sensitive or complex quality matters in a timely, balanced and risk-based manner.

• Experience supporting audits, regulatory inspections, compliance activities and ongoing quality system improvement.

• Strong written and verbal communication skills, with the ability to translate complex quality information into clear insights, recommendations and actions for different stakeholder groups.

Nice to have

• Experience developing global KPIs, dashboards or scorecards for complaint management.

• Experience building organisational capability in complaint handling, root cause analysis, investigation quality and reporting excellence.

• Exposure to international complaint management requirements or multi-market quality operations.

• Experience working with contract manufacturers, suppliers or external manufacturing partners in product quality investigations or issue resolution.

Agencies please note: This recruitment assignment is being managed directly by the Blackmores Talent Acquisition team. We will reach out to our preferred agency partners if required. Your respect for this process is appreciated.