Supervisor Customer Advocacy

Meet the team:

As a Supervisor in Customer Advocacy, you will be responsible for the supervision of the complaint processing team and complaint processing systems within the framework of established policies, procedures, and compliance requirements. This position is responsible for the maintenance and monitoring of a variety of cGMP documentation including complaint files, complaint processing system, investigations and closure, corrective action, and preventive actions (CAPA), product investigations and maintenance of other related quality system records as required.

Where you come in:

• You will be directly supervising complaint processing team (up to 15 team members) and carrying out various supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Responsibilities include interviewing and hiring employees; planning, assigning and directing work; addressing complaints and resolving problems.
• You are expected to assess performance, give feedback, ensure timely rewards, and motivate team members to secure professional development and employee engagement.
• You will be responsible for the overall direction, coordination, and evaluation of this area.

What makes you successful:

• Fluent in English;
• Effective verbal, listening, and written communication skills;
• Experience in leading teams and delivering results (2+ years);
• Experience in Quality Assurance;
• Experience with mentoring and coaching team members;
• Experience in maintaining and executing global complaint handling, reporting, investigating and determining root cause/corrective actions serve as a strong advantage;
• Strong computer database experience and analytical skills.

What you’ll get:

• A comprehensive onboarding and training on the job.
• Opportunity to work in a diverse and inclusive environment with colleagues representing 45 different nationalities.
• Hybrid working model, offering the flexibility to work both remotely and in a modern, well-equipped office space.
• 5 additional vacation days, with potential for more for parents, students, and other cases with approval.
• Opportunity to work from other countries for up to 30 days per year.
• Health Insurance including reduced premiums available for dependents.
• Life and Accident insurance coverage.
• 3rd Pillar Private Pension plan.
• Health and Wellness programs, including access to online coaching and therapy sessions
• Fertility, Family forming, Menopause and Men’s health support services.
• Regular team-building events that foster collaboration and connection.
• Best-in-class training and career development programs.
• Exclusive discounts on restaurants, spas, clothing, gyms, entertainment, and more.
• Access to a fitness tracking app with rewards for staying active.
• Free parking space at the city center office location.
• Language premium allowance if applicable.

Travel Required:

• 5-15%

Experience and Education Requirements:

• Typically requires a Bachelor’s degree with 5-8 years of industry experience
• Informal management/ team lead experience

Flex Workplace:

• Your primary location will be an office, based in Vilnius. You will not have an assigned workstation and will work with your manager to determine office visit needs. You must live within commuting distance of your assigned Dexcom site.

Salary:

Monthly base salary for this position is from €3,258.33 to €4,025.00 gross. Final offer will depend on your qualifications, competencies, and professional experience.