Product Quality Complaints Manager
Blackmores Warriewood, New South Wales, Australia
Wellness and Fitness Services · 1,001-5,000 employees
About the role
You will lead a team to improve the maturity and consistency of product quality complaint processes across international markets. This involves transforming complaint data into actionable insights and driving continuous improvement initiatives in partnership with key business stakeholders.
What they look for
Requirements
The ideal candidate has strong experience in quality assurance or quality systems and a proven ability to manage complaints through to root cause and CAPA. You must be highly analytical with experience in developing KPIs and dashboards to drive measurable business improvements.
Full description
Product Quality Complaints Manager | 18-Month Parental Leave Cover
Take a good function and make it great.
Are you a Quality professional who enjoys improving how things work, turning data into insight and creating meaningful change?
This is an exciting opportunity to take our Product Quality Complaints (PQC) function to the next level of maturity across ANZ, SEAK and Greater China through capability building and continuous improvement to make it great!
This is much more than a complaints management role. Over 18 months, you will have the opportunity to shape the way we manage, measure and learn from product quality complaints, leaving a lasting impact on how the business uses PQC insights to improve our products, processes and customer experience.
Why this role?
You will lead a small team of two and work closely with senior leaders across the business to:
- Build greater maturity and consistency across our PQC processes and ways of working
- Improve our metrics, dashboards and reporting so we measure what really matters, turning complaint data into meaningful trends, insights and actions
- Identify opportunities for continuous improvement and drive initiatives that make a measurable difference
- Partner with Quality, Regulatory, Medical, Operations, Product Development and other key stakeholders
The opportunity
- This role would suit someone who is ready to move beyond simply managing the day-to-day and wants to demonstrate their ability to transform a function, influence senior stakeholders and deliver measurable improvement.
- It is an ideal opportunity for someone who wants to strengthen their CV and position themselves for their next Quality leadership opportunity.
What will make you successful?
We are looking for someone who:
- Has strong experience in Product Quality Complaints, Quality Assurance, Quality Systems or a related Quality discipline
- Understands how to manage complaints from investigation through to root cause, CAPA and trending
- Is highly analytical and can turn data into clear, actionable insights
- Has experience developing or improving KPIs, dashboards and management reporting
- Is naturally curious and asks, “Why are we doing it this way, and can we do it better?”
What you'll get
- This is an opportunity to join a growing Australian-headquartered business and take ownership of a function that has an important role in protecting our consumers, our products and our brand.
- A role that has large impact on how complaints are managed across the function, organisation and international markets.
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.
