Overview
We are excited to offer the role of Product Quality Complaints Manager (18 months fixed term).
The scope of this role spans enterprise-wide oversight of Quality complaints, consumer queries, and associated processes, ensuring consistency and excellence across all markets. This includes collaboration & leadership of regional and global teams, uplift of capability and systems, and the implementation of harmonised processes to support a high‐performing global Product Quality function.
The role is accountable for embedding best‐practice complaint management, driving global product quality improvements, and strengthening organisational capability. On top of that, this role will also be a managing a team and hence you are required to display and bring strong people leadership coupled with a strong track record of capability building as well. This role reports to the Director of Quality - Product Innovation, Lifecycle and Release.
This role is a maternity leave cover and given we are hoping for a handover, this role is a 18 month fixed term). This role will be working from our Warriewood office, at least 4 days per week and 1 day from home.
Responsibilities
Responsibilities include:
* Lead and oversee global product quality complaints management, ensuring consistent processes and consumer experience across all markets.
* Manage the end-to-end complaint lifecycle, including intake, investigation, resolution, and response within agreed SLAs.
* Drive harmonisation and standardisation of complaint handling processes across regions, brands, and manufacturing partners.
* Analyse complaint trends and data to identify systemic issues and opportunities for continuous product and process improvement.
* Collaborate cross-functionally (Quality, Regulatory, Manufacturing, Supply Chain) to investigate and resolve product quality issues.
* Liaise with internal and external manufacturers to support investigations, root cause analysis, and corrective actions.
* Develop, maintain, and report on global KPIs, dashboards, and scorecards related to complaint performance and consumer satisfaction.
* Ensure compliance with regulatory requirements (e.g. TGA and international standards) and support audits and inspections.
* Lead, coach, and develop a high-performing team, building global capability in complaint handling, investigation, and reporting.
* Oversee unauthorised product assessments globally, strengthening analytical capability and risk-based decision making.
What we offer
* Opportunities to support your local community through paid community leave
* Flexible working given that this role requires you to be on the road to meet existing and prospecting clients.
* 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 program
Who are you
* Bachelor's degree (or higher) in a relevant scientific discipline (e.g. Pharmacy, Chemistry, Life Sciences).
* Minimum 7 years' experience in a regulated GMP environment, preferably with global or multi-site exposure. Possess people and team leadership is preferred
* Strong knowledge of GMP quality systems and regulatory requirements related to product complaints.
* Demonstrated leadership experience managing teams and influencing cross-functional or global stakeholders.
* Advanced analytical, root cause analysis, and problem-solving skills with a data-driven mindset.
* Excellent communication and stakeholder engagement skills, with the ability to drive alignment and continuous improvement initiatives.
This role is managed internally by Blackmores\' talent acquisition team. We are not accepting and considering profiles from external agencies
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