Product Complaint Senior Supervisor

Additional Locations: Costa Rica-Heredia

Diversity - Innovation - Caring - Global Collaboration - Winning Spirit - High Performance

At our company, we value diversity and believe it is our greatest strength. We are committed to empowering women, supporting the LGBTQ+ community, and creating opportunities for individuals with disabilities. Our belief is that your diversity enriches our work environment. As an equal opportunity employer, we wholeheartedly welcome applications from all qualified candidates, regardless of their background. Additionally, we have a Gender Equality Policy that reflects our commitment to fairness and equality in the workplace.

Hybrid Roles:

Boston Scientific's hybrid workplace includes Working From Home and onsite. You will have the opportunity to discuss details in the interview.

About the role:

The Product Complaint Senior Supervisor leads and supports the Costa Rica Neuromodulation Complaint Management Center team, overseeing complaint management activities across multiple product portfolios. This role is responsible for ensuring high-quality complaint handling, regulatory reporting compliance, and operational excellence while maintaining a strong focus on patient safety and product quality. The position drives team performance, supports continuous improvement initiatives, and serves as a key partner across post-market quality functions. Success in this role requires strong leadership, regulatory knowledge, and the ability to influence cross-functional stakeholders.

Work Mode:

This role follows a hybrid work model. Employees are expected to work from the Global Hub, American Free Zone, Costa Rica office at least three days per week, with the remaining days worked remotely.

Your responsibilities will include:

• Coordinate complaint management operations, including oversight of operational metrics, work in progress, regulatory reporting activities, complaint quality, procedures, and training compliance.
• Lead, coach, and develop a team of product complaint analysts to achieve departmental objectives and support professional growth.
• Review complaint records and related communications to ensure regulatory compliance and appropriate reportability decisions.
• Assess potential patient safety and business impacts associated with complaints and escalation activities.
• Serve as a subject matter expert in regulatory reporting requirements and end-to-end complaint management processes.
• Collaborate with Clinical, Regulatory, Medical Safety, Marketing, Sales, CIS, Device Tracking, and other cross-functional partners to drive alignment and issue resolution.
• Act as the primary liaison between the Complaint Management Center and internal stakeholders.
• Lead or support global and divisional post-market quality projects and continuous improvement initiatives.

Required qualifications:

• Bachelor or Licentiate degree in Chemical, Industrial, Electronic, Biotechnology, Electromechanical Engineering, or a related health field.
• 5+ years of experience in complaint management, quality, regulatory, or a related function with leadership responsibilities.
• English proficiency of B2+ (80%-90%) or higher.
• Knowledge of complaint handling processes, regulatory reporting requirements, and quality system expectations.
• Demonstrated ability to lead teams, manage performance, and prioritize operational activities.

Preferred qualifications:

• Experience supporting medical device or regulated healthcare environments.
• Experience leading cross-functional projects with global stakeholders.
• Strong analytical and problem-solving capabilities.
• Effective coaching, communication, and stakeholder management skills.

Requisition ID: 635479

As a leader in medical science for more than 40 years, we are committed to solving the challenges that matter most – united by a deep caring for human life. Our mission to advance science for life is about transforming lives through innovative medical solutions that improve patient lives, create value for our customers, and support our employees and the communities in which we operate. Now more than ever, we have a responsibility to apply those values to everything we do – as a global business and as a global corporate citizen.

So, choosing a career with Boston Scientific (NYSE: BSX) isn’t just business, it’s personal. And if you’re a natural problem-solver with the imagination, determination, and spirit to make a meaningful difference to people worldwide, we encourage you to apply and look forward to connecting with you!

Benefits • Life-Work Integration • Community • Career Growth

At Boston Scientific, you will find a collaborative culture driven by a passion for innovation that keeps us connected on the most essential level. With determination, imagination, and a deep caring for human life, we’re solving some of the most important healthcare industry challenges. Together, we’re one global team committed to making a difference in people’s lives around the world. This is a place where you can find a career with meaningful purpose—improving lives through your life’s work.