Complaint Handling Manager (Medtech)

TL;DR

Complaint Handling Manager (Medtech): Leading a team of specialists to oversee the end-to-end customer complaint process within a regulated medical device environment with an accent on root cause analysis, trend identification, and cross-functional collaboration. Focus on improving the customer experience by driving process improvements and managing KPIs through data-driven reporting.

Location: Must be based in Aurora, IL, United States (Hybrid work model)

Salary: $78,000 – $97,000

Company

hirify.global develops innovative hearing health solutions, including hearing aids and cochlear implants, to improve human connection worldwide.

What you will do

• Lead, coach, and develop a team of complaint handling specialists, managing case assignments and performance.
• Oversee the full lifecycle of customer complaints: intake, triage, investigation, root cause analysis, and resolution.
• Review and approve investigation plans and corrective actions to ensure accuracy and regulatory compliance.
• Analyze complaint data to identify service gaps, trends, and opportunities for process improvement.
• Define, track, and report on KPIs through summaries and executive-ready dashboards.
• Partner with Quality, Legal, IT, and Customer Success to resolve complex escalations.

Requirements

• Location: Must be based in or around Aurora, IL to support the hybrid work model.
• 5+ years of experience in complaint handling, quality, or operations within a regulated industry.
• Experience in medical technology, medical devices, or healthcare is strongly preferred.
• Hands-on proficiency with Salesforce and SAP is required.
• Strong analytical skills for data interpretation and high attention to detail in documentation.
• High school diploma required; associate or bachelor’s degree preferred.

Culture & Benefits

• Comprehensive medical, dental, and vision coverage.
• 401k plan with company match.
• Paid parental bonding leave and PTO.
• Tuition reimbursement and robust internal career growth opportunities.
• Employee Assistance Program providing 24/7 mental health support.
• Hearing aid discounts for employees and their families.