COMPLAINT MANAGEMENT BUSINESS UNIT MANAGER
About this opportunity
At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com .
As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.
Job Function:
Quality
Job Sub Function:
Customer/Commercial Quality
Job Category:
Professional
All Job Posting Locations:
Ciudad Juarez, Chihuahua, Mexico
Job Description:
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.
Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech
About Electrophysiology
Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.
As Johnson & Johnson MedTech Electrophysiology, we have one goal – to ensure those with atrial fibrillation can live the lives they want. For more than 30 years, we’ve been the global market leader in the science and technology of cardiac arrythmia treatment. Our suite of tools means electrophysiologists are empowered to personalize their approaches for patients with effective and reproducible workflows. Together, we’re changing what it means to be diagnosed with atrial fibrillation or other cardiac arrhythmias.
Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech
We are searching for the best talent for COMPLAINT MANAGEMENT BUSINESS UNIT MANAGER for Salvacar Site, Ciudad Juarez
Purpose:
Under minimal direction, the Senior Manager, Complaint Handling Unit will be responsible for overseeing the Failure Analysis Lab and/or the Complaint Handling team at the Juarez site.
He/she will also be responsible for maintaining Quality processes associated with product complaint handling, procedures, and controls, to ensure that all complaints are processed/investigated in accordance with established company procedures and worldwide regulations and standards.
You will be responsible for:
In accordance with all applicable federal, state and local laws/regulations and Corporate Johnson & Johnson, procedures and guidelines, this position:
• Responsible for the accuracy and completeness of data entry into the global complaint handling system to contribute to the achievement of department metrics and MD&D.
• Responsible for proactively identifying failures in the global complaint handling system, where human error may lead to late regulatory reporting and complaint delays, by actively monitoring activities.
• Responsible for collecting and communicating system issues to the system administrator and communicating resolutions to users globally.
• Demonstrates experience working globally, strong multi-regional project team leadership skills.
• Demonstrates strong oral and written communication skills.
• Responsible for the generation and distribution of weekly, monthly, and quarterly metrics reports.
• Responsible for the generation and development of reports for supervision.
• Responsible for chairing monthly meeting to review metrics
o Responsible for communicating business related issues or opportunities to next management level
o Responsible for following all Company guidelines related to Health, Safety and Environmental practices as applicable.
o For those who supervise or manage a staff, responsible for ensuring that subordinates follow all Company guidelines related to Health, Safety and Environmental practices and that all resources needed to do so are available and in good condition, if applicable
o Responsible for ensuring personal and Company compliance with all Federal, State, local and Company regulations, policies, and procedures
o Performs other duties assigned as needed
Qualifications / Requirements
• Bachelor's degree in Business Administration, Computer Science or Engineering.
• Minimum 8-10 years of experience.
• 2 - 3 years of experience in Quality.
• Bilingual English/Spanish (oral and written) preferred.
• Strong effective communication skills.
• International experience.
Required Skills:
Preferred Skills:
Job details
How this role compares
Computed from every other active Quality role in our database, not just this employer's listings.
We currently track 238 comparable Manager Quality roles across 73 biopharma companies.
Salary context
56 of 238 peers report a salary range (USD, annualized)
Peers share this role's job function and a matching or adjacent seniority level -- not necessarily the same therapeutic area or country.
Where these roles are based
Top locations among the 238 comparable roles
+ 23 more countries
Seniority mix
238 of 238 peers have a known seniority level
Therapeutic area mix
0 of 238 peers have a known therapeutic area; the rest are genuinely unlabeled, not hidden
No peers with a known therapeutic area yet.
Similar opportunities
The closest matches from our peer group, ranked by how similar they are, not how well you'd qualify for them -- treat this as market context, not a guaranteed shortlist; a weak match is labeled as one below.
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How we calculate "similar"
No black box, no LLM guesswork: a deterministic score built from four normalized attributes. Here's this role's own peer group at different match levels, so you can see the mechanism, not just the result.
Every comparison starts from the same 100-point budget: 25 for working in the same function, 40 for the same therapeutic area, 20 for the same or adjacent seniority, 15 for the same country. A dimension we can't confirm on both sides contributes nothing, never a guess, never a free pass.
0 points, never a partial guess. A role we know almost nothing about beyond its function bottoms out at 25%; it never inflates to 100% just because there's little to compare against. Seniority uses a defined ladder (Associate → Manager → Associate Director → Senior → Principal → Director → Senior Director → Executive/VP) so "Director" and "Senior Director" count as adjacent, but "Director" and "Executive/VP" do not.