Supervisor Complaint Handling

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries. JOB DESCRIPTION: Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to: Career development with an international company where you can grow the career you dream of. Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. An excellent retirement savings plan with a high employer contribution Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune. A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists. The Opportunity Join us at Abbott Diabetes Care (ADC) in our mission to help individuals with diabetes lead active, fulfilling lives. We’re focused on helping people manage their health more effectively and comfortably, with life-changing products that provide accurate data to drive better-informed decision. The Supervisor Complaint Handling is responsible for providing the direct supervision of non-exempt employees in the Complaint Handling Group who evaluate, process and / or close complaint cases from customers. This is an onsite opportunity based out of Alameda, CA. What You’ll Work On Assign and monitor weekly case loads for Complaint Evaluation and Closure Specialists. Provide coaching, counseling, and ongoing support to team members to strengthen performance and compliance. Conduct both formal and informal performance evaluations for direct reports. Maintain a comprehensive understanding of all aspects of the complaint handling process. Manage team resources to ensure division goals for complaint metrics are consistently met. Identify opportunities to improve efficiency, accuracy, and overall effectiveness of complaint handling processes. Monitor and communicate quality metrics related to complaint evaluation and investigation documentation completed by internal groups (e.g., Complaint Evaluations Group, Complaint Investigations Group). Supervise complaint closure activities for blood glucose meters and data management systems. Ensure complaint evaluations and closures are completed accurately, on time, and in alignment with procedures, coding requirements, and documentation standards. Oversee people and processes to proactively resolve issues and enhance workflow efficiency. Identify trends in product complaints and escalate findings to management promptly. Maintain readiness for corporate and FDA audits, ensuring complaint handling activities meet regulatory expectations. Mitigate audit risk by ensuring complaints are closed correctly and supported with proper documentation. Required Qualifications Bachelor's Degree or an equivalent combination of education and work experience Minimum 4 years of related quality experience Previous experience conducting complaint investigations and evaluations within a regulated environment. Understanding of product use and application, particularly as it relates to complaint assessment. Proven ability to lead, mentor, and manage a large team of non‑exempt employees, including both full‑time and contract staff. Strong communication skills with the ability to collaborate effectively across cross‑functional groups such as Customer Support, Medical Events, and Complaint Evaluations. Ability to work autonomously, exercise sound judgment, and make decisions regarding escalation needs for additional documentation, investigation, or processing. Demonstrated capability to determine when complaints require further action versus when they are ready for closure. The base pay for this position is $100,000.00 – $200,000.00 In specific locations, the pay range may vary from the range posted. JOB FAMILY: Operations Quality DIVISION: ADC Diabetes Care LOCATION: United States > Alameda : 2601 Harbor Bay Parkway ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: No MEDICAL SURVEILLANCE: No SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day) Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law link - English: EEO is the Law link - Espanol: Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce. Follow Us: Facebook LinkedIn YouTube Twitter