Manager, Complaint Analyst

Calyxo · Remote, USA

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<div class="content-intro">Calyxo, Inc. is a medical device company headquartered in Pleasanton, California, USA. The company was founded in 2016 to address the profound need for improved kidney stone treatment. Kidney stone disease is a common, painful condition that consumes vast amounts of healthcare resources each year. Our team is led by executives and investors with a proven track record of commercializing paradigm-shifting devices to meet unmet needs within urology. Are you ready to change the future of kidney stone treatment? We are seeking high achievers who want to be part of a dynamic team working in a fun, diverse atmosphere.</div>Summary:  The Complaint Analyst Manager is responsible for planning, assigning, and leading the team responsible for the complaint intake, follow ups, and final complaint review, investigation, analysis, resolution, and trending of complaints.  This includes ensuring the timely processing of complaints and adverse event reporting.  The Product Monitoring Manager works with cross-functional groups such as Investigators, Medical Affairs, Regulatory, Operations, Customer Service and R&D to perform all aspects of handling.  In This Role, You Will:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Manage high-performing Analysts by recruiting, selecting, orientating, and developing team member growth. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Lead and motivate a high-performing team by communicating job expectations, developing action plans, monitoring and appraising work performance, coaching and counseling team members.  </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1"><span data-ccp-parastyle="Default" data-ccp-parastyle-defn="{"ObjectId":"272499da-5523-5969-b17c-4f82c0ce3910|1","ClassId":1073872969,"Properties":[469775450,"Default",201340122,"2",134233614,"true",469778129,"Default",335572020,"1",469777841,"Calibri",469777842,"Calibri",469777844,"Calibri",469769226,"Calibri",335551500,"0",268442635,"24",469777843,"Times New Roman"]}">Complete check-ins and annual performance reviews. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1">Manage, create and update goals for direct reports. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">Participate and lead Propel Validations and updates </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1">Create and update complaint documentation and procedures. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1">Train new team members on proper complaint intake, follow ups, reviews, and closures. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1">Train team members on new processes. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1">Recommend and implement changes in complaint processes. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1">Review the accuracy of team member complaints and communicate changes as needed. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="11" data-aria-level="1">Participate in Quality team audits as the complaint intake SME. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="12" data-aria-level="1">Facilitate complaint investigations while ensuring completeness and consistency of complaint files/records, and participate in generating reports for complaint data, metrics and trends. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="13" data-aria-level="1">Support all post market compliance activities including handling of customer complaints and medical device reporting in accordance with 21 CFR Part 803 Medical Device Reporting. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="14" data-aria-level="1">Evaluate complaints and perform preliminary complaint investigation including follow-up with healthcare professionals and sales representatives. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="15" data-aria-level="1">Escalate complaints when encountering new failure modes, and partner with Engineering, Field Personnel, and Quality Assurance to investigate. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="41" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"multilevel"}" data-aria-posinset="1" data-aria-level="1">Review Literature and Articles submitted by other departments to identify potential complaints. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="16" data-aria-level="1">Ensure complaint documentation and records are complete in compliance with regulatory requirements. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="17" data-aria-level="1">Coordinate complaint investigation efforts with Quality and R&D team driving investigations to completion in a timely manner. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="18" data-aria-level="1">Prepare and present metrics related to the Complaint Handling process including complaint timeliness, as reported and as investigated events, and medical device reporting. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="19" data-aria-level="1">Collaborate with Customer Service, Regulatory, R&D, Manufacturing, Commercial and other functional areas to obtain/provide information related to complaint investigations and other aspects of complaint handling. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="20" data-aria-level="1">Assist in updating Quality procedures as required through the change order process. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="21" data-aria-level="1">Maintain comprehensive records of customer interactions, complaints, and resolutions in the company's electronic Quality Management System. </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="39" data-list-defn-props="{"335552541":1,"335559685":360,"335559731":0,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="22" data-aria-level="1">Perform other duties as assigned by Quality Management. </li> </ul>   Who You Will Report To:    <ul> <li data-leveltext="" data-font="Symbol" data-listid="37" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1"> Sr. Manager, Product Monitoring </li> </ul> Requirements:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Education: Bachelor of Science in Engineering, Technical or Life Science discipline; or equivalent work experience preferred </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Minimum 15 years of experience working in the medical device industry </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Work location: Remote (within California) </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="4" data-aria-level="1">Travel: Ability to travel up to 10%.  Overnight domestic and/or international travel may be required </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="5" data-aria-level="1">Working knowledge of FDA 21 CFR part 820.198 and part 803, ISO 13485 and related ISO/EN standards.  </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="6" data-aria-level="1">Strategic yet hands-on when needed with a high degree of energy and drive, and the ability to seek function and process improvements continually.  </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="7" data-aria-level="1">Open and direct communication style and a vision for continuous improvement and excellence.  </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="8" data-aria-level="1">Experience with Class II and/or III sterile devices (preferred).  </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="9" data-aria-level="1">Individual must have excellent verbal and written communication skills and a demonstrated ability to communicate clearly and professionally.  </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="33" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="10" data-aria-level="1">Compliance with relevant county, state, and Federal rules regarding vaccinations. </li> </ul> What We Offer:    At Calyxo, you will be part of a knowledgeable, high-achieving, experienced and fun team.  You will work in a diverse work environment with experienced, proven leaders and have an opportunity to shape our company culture.  You will experience constant learning and dynamic challenges to help you grow and be the best version of yourself.      We also offer a compensation plan as follows:  <ul> <li data-leveltext="" data-font="Symbol" data-listid="36" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="1" data-aria-level="1">Competitive base salary range of $145,000- $155,000</li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="36" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="2" data-aria-level="1">Stock options – ownership and a stake in growing a mission-driven company </li> </ul> <ul> <li data-leveltext="" data-font="Symbol" data-listid="36" data-list-defn-props="{"335552541":1,"335559685":720,"335559991":360,"469769226":"Symbol","469769242":[8226],"469777803":"left","469777804":"","469777815":"hybridMultilevel"}" data-aria-posinset="3" data-aria-level="1">Employee benefits package that includes 401(k), healthcare insurance and paid vacation </li> </ul><div class="content-conclusion">Calyxo is deeply committed to fostering an environment where diversity and inclusion are not only valued but also prioritized. We believe a diverse and inclusive community empowers us to act courageously, care deeply, and dream boldly to impact people in big ways. Diverse viewpoints bring diverse capabilities, which strengthen our focus and fuel our growth.    Calyxo is proud to be an equal opportunity employer, seeking to create a welcoming and diverse environment. All applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status or any other applicable legally protected characteristics Legal authorization to work in the United States is required. In compliance with federal law, all persons hired will be required to verify their identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.  Disclaimer: At Calyxo, we prioritize a transparent and structured interview process to ensure the best fit for both our candidates and our team. Please be aware of the following: <ul type="disc"> <li class="x_MsoNormal">Structured Interview Process: Our hiring process includes multiple stages of interviews where you will have the opportunity to communicate directly with Calyxo employees. This ensures that you gain a comprehensive understanding of the role and our company culture.</li> <li class="x_MsoNormal">Verification of Identity: We do not extend job offers without first meeting candidates, either virtually or in person. This step is crucial to maintain the integrity of our hiring process and to ensure mutual alignment.</li> <li class="x_MsoNormal">Beware of Scams: Calyxo will never request sensitive personal information, such as your full name, address, phone number, or identification documents, via email or online forms before an official interview. Calyxo representatives will always contact you using an email format of <a href="mailto:firstname.lastname@calyxoinc.com" data-linkindex="1">firstname.lastname@calyxoinc.com</a>. If you receive a request for information from any other domain, please contact us directly at info@calyxoinc.com to verify the legitimacy of the communication.</li> </ul> We appreciate your interest in joining Calyxo and look forward to getting to know you through our official channels. </div>