Complaints Team Leader

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at jnj.com.

As guided by Our Credo, Johnson & Johnson is responsible to our employees who work with us throughout the world. We provide an inclusive work environment where each person is considered as an individual. At Johnson & Johnson, we respect the diversity and dignity of our employees and recognize their merit.

Job Function:

Quality

Job Sub Function:

Customer/Commercial Quality

Job Category:

People Leader

All Job Posting Locations:

Yokneam, Haifa District, Israel

Job Description:

About Johnson & Johnson MedTech Cardiovascular:

Fueled by innovation at the intersection of biology and technology, we’re developing the next generation of smarter, less invasive, more personalized treatments.

Are you passionate about improving and expanding the possibilities of Cardiovascular? Ready to join a team that’s reimagining how we heal? Our Cardiovascular team develops leading solutions for heart recovery, electrophysiology, and stroke. You will join a proud heritage of continually elevating standards of care for stroke, heart failure and atrial fibrillation (AFib) patients.

Your unique talents will help patients on their journey to wellness. Learn more at https://www.jnj.com/medtech

We are searching for the best talent for a Complaints Team Leader role, to join our team located in Yokneam, Israel.

Purpose: This role is part of our Complaints Team within the Quality Assurance organization. As a Complaints Team Leader, you will lead, coach, and develop a high‑performing team while driving product safety, regulatory compliance, and continuous improvement-making a meaningful impact on both team success and patient outcomes. You will be responsible for leading the Complaints Team, overseeing product complaint investigations, supervising complaint trending and signal detection activities, and driving continuous improvement of the complaint handling process. Working closely with cross‑functional teams-including R&D, Engineering, QA, Logistics, and Service - you will ensure complaint investigations are performed, documented, escalated, and closed in accordance with regulatory and internal quality requirements.

You will be responsible for:

• Lead and supervise the Complaints Team responsible for product complaint investigations.

• Ensure complaint investigations are performed and documented in a timely manner and in accordance with applicable procedures and regulations.

• Manage team workload, task prioritization, and delivery against defined global timeliness metrics.

• Oversee complaint trending and signal detection activities, including preparation and presentation of complaint data.

• Escalate potential safety‑related or high‑risk issues to management as required.

• Identify opportunities for improvement in complaint handling processes and lead their implementation.

• Lead updates to complaint handling processes driven by regulatory changes, new product launches, or internal initiatives.

• Provide training, professional guidance, and ongoing support to Complaints Team members.

• Communicate business‑related issues, risks, and improvement opportunities to the next management level.

• Collaborate closely with cross‑functional stakeholders involved in the complaint handling process.

• Ensure compliance with company quality standards, policies, and applicable regulations.

• Perform additional tasks as assigned.

Qualifications and Requirements:

• Academic degree in Engineering, Life Sciences, or a related field.

• At least 2 years of proven experience as a Team Leader / People Manager - mandatory.

• Experience in complaint investigations within a regulated medical device environment.

• Experience working in accordance with defined procedures, work instructions, and quality systems.

• Experience working cross‑functionally with internal and external organizations.

• High‑level English (written and verbal).

• Proficiency in MS Office (Word, Excel, Outlook, PowerPoint).

• Strong leadership and people management capabilities.

• Self‑motivated, organized, and able to manage multiple priorities in a fast‑paced environment.

• Travel may be required based on business needs.

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Required Skills:

 

 

Preferred Skills:

Business Savvy, Compliance Management, Continuous Improvement, Corrective and Preventive Action (CAPA), Developing Others, Fact-Based Decision Making, Give Feedback, Inclusive Leadership, ISO 9001, Leadership, Quality Control (QC), Quality Management Systems (QMS), Quality Processes, Quality Standards, Standard Operating Procedure (SOP), Team Management