Manager – Technical Complaints Call Center Oversight
Location: Plainsboro, United States
Category: Regulatory Affairs & Safety / Pharmacovigilance
Company: Novo Nordisk
Employment Type: Full-Time
About the Department
The Clinical, Medical and Regulatory (CMR) department is one of the most collaborative and diverse groups at Novo Nordisk. It involves:
Interactions with healthcare providers
FDA regulatory strategy development
Medical education and data collection
Supporting new product development
The team is united by a strong patient-centric focus, driving innovation to improve patients’ lives worldwide.
Position Summary
The Manager – Technical Complaints Call Center Oversight oversees the initial evaluation and management of technical complaints related to post-marketed US products.
The role ensures:
High-quality handling of customer technical complaints
Compliance with timelines, internal processes, and regulatory requirements
A strong and positive patient experience
This includes oversight of both internal staff and external vendors handling technical complaints.
Reporting & Key Relationships
Reports to: Patient Safety Leadership Team (LT) member
Collaborates with:
Patient Safety departments
Global Patient Safety
CMR stakeholders (e.g., Regulatory)
Customer Care Call Center
External vendors managing technical complaints
Essential Responsibilities
Team & Vendor Oversight
Serve as the liaison between Technical Complaint Processors and Patient Safety Case Management.
Mentor and coach Technical Complaint Processors; evaluate KPIs and quality adherence.
Manage external vendor performance per contracts, SOPs, KPIs, and budget.
Track and forecast case volumes; support staffing requirement decisions.
Case & Process Management
Provide guidance for complex complaint cases requiring advanced assessment.
Oversee adherence to required processing timelines.
Manage and resolve escalations efficiently.
Act as the safety system manager for the Technical Complaint Processing Team.
Quality & Compliance
Lead and participate in call quality calibrations and case reviews.
Identify procedural gaps and implement improvements.
Ensure inspection readiness and support internal/external audits.
Collaborate with Global Safety to align complaint handling instructions across global sites.
Process Improvement & Cross-Functional Collaboration
Recommend and implement process optimizations.
Disseminate global updates and ensure alignment of actions across teams.
Support Patient Safety team projects as required.
Ensure compliance with all role-specific training and reference documents.
Physical Requirements
0–10% overnight travel.
Qualifications
Education
Bachelor’s degree in medical, science, or related field (required)
Relevant experience may substitute education in some cases
Experience
Minimum 8 years in pharmaceutical or healthcare industry
At least 4 years in patient safety or pharmacovigilance
3+ years coaching or mentoring experience (preferred)
Skills
Strong knowledge of medical terminology
Understanding of disease areas such as diabetes, obesity, hemophilia, growth disorders (preferred)
Experience with drug safety databases (preferred)
Excellent oral and written communication
Strong planning, organization, and time-management
Analytical thinking and problem-solving skills
Compensation & Benefits
Salary Range
$116,810 – $216,100
(Based on experience and other factors)
Additional Compensation
Company performance bonus
Long-term incentives
Company vehicle (based on position level)
Employee Benefits
Medical, dental, vision insurance
Life & disability coverage
401(k) savings plan
FSAs
Tuition reimbursement
Employee assistance program
Paid sick leave, flexible vacation, parental leave
Voluntary benefits: legal, critical illness, identity theft, pet insurance, auto/home insurance
Diversity, Inclusion & Accessibility
Novo Nordisk promotes an inclusive, equal-opportunity workplace. Hiring decisions are made without discrimination based on:
Race, ethnicity, color
Religion
Gender or gender identity
Sexual orientation
Disability
Veteran status
National origin or other protected characteristics
For accommodations during the application process, contact:
📞 1-855-411-5290
(For accommodation requests only)
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