Product Quality Complaints Manager – 18‑month Fixed Term

About the role

We are seeking a Product Quality Complaints Manager on an 18‑month fixed‑term contract to lead global complaint oversight, ensure consistent consumer experiences and drive continuous product quality improvements across all markets.

Key responsibilities

• 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.

Required profile

• Bachelor’s degree (or higher) in a relevant scientific discipline such as Pharmacy, Chemistry or Life Sciences.
• Minimum 7 years’ experience in a regulated GMP environment.
• Proven people‑leadership and capability‑building experience.

Required skills

• GMP knowledge and application.
• Regulatory compliance experience, including TGA standards.

What we offer

• Paid community leave to support local initiatives.
• Hybrid working arrangement (4 days onsite, 1 day remote).
• Health and wellbeing benefits, including discounted products.
• Mental health support for you and your family through the Sonder assistance program.