Associate Vice President - Global Product Complaints Management

Location: Indianapolis
Posted on: June 23, 2025

Job Description:

At Lilly, we unite caring with discovery to make life better for people around the world. We are a global healthcare leader headquartered in Indianapolis, Indiana. Our employees around the world work to discover and bring life-changing medicines to those who need them, improve the understanding and management of disease, and give back to our communities through philanthropy and volunteerism. We give our best effort to our work, and we put people first. We’re looking for people who are determined to make life better for people around the world. Organization Overview: The Associate Vice President is responsible for leading a team of employees that provide quality management and oversight of the global consumer product complaint quality system and related product safety surveillance activities. The AVP is responsible for the development of global complaint management strategies / systems and leads a team of employees that process product complaints, analyze and interpret information including but not limited to product complaints and technical product inquiries with the intent to educate and drive process improvements globally. The AVP is accountable for global product complaints management, periodic review and continuous improvement, global capabilities and technical teams, global process and standard ownership, and global vendor oversight. Key Objectives / Deliverables: Partner cross functionally with senior leadership to develop a shared vision for end-to-end Global Product Complaints Management that assures effective product safety surveillance and strategically positions Quality to enable business strategies and goals. Develop, maintain and execute the priorities from the global strategic plan for complaints management. Build and maintain strong working relationships with the senior leadership of multiple business components across the enterprise whose teams are involved in the end-to-end management of product complaints and holistic product safety surveillance (e.g., MQO, GPS, Commercial Manufacturing and Quality, Consumer Experience, and Medical Affairs), and collaborate with Brand Leaders on strategies to improve customer experiences with Lilly products. Assure each area is appropriately resourced and executes functions compliantly. Oversee the direction of the organization with a focus on continuously optimizing the quality system, based on internal learning, industry practice and regulatory requirements to assure compliance with applicable external regulations and internal quality standards; ensure a focus on continuously optimizing the complaint process, based on industry practice and regulatory requirements. Monitor and assess the evolving external regulatory environment to anticipate required changes to quality systems and the strategic approach to management of quality. Ensure the establishment and ongoing monitoring of quality performance metrics on complaints across manufacturing and quality. Ensure corrective and preventive actions are developed and implemented, as appropriate. Accountable for governance of Product Complaints process performance and outcomes, and contribution of timely and reliable Product Complaints inputs to quarterly Integrated Management Review. Lead the administration of the department, including completing performance management, participating in talent assessment and succession planning, providing development opportunities, rewarding & recognizing employees, supporting diversity in recruitment & development, and resolving personnel or other HR related events. Basic Requirements: Bachelor’s degree in science, engineering or healthcare-related profession with the following experience: Minimum of 10 years of experience in the pharmaceutical or other regulated industry with demonstrated knowledge and application of applicable regulations and related quality systems. Minimum of 5 years of leadership experience, preferably in Quality Assurance. Doctorate degree in science, engineering or healthcare-related profession with the following experience: Minimum of 8 years of experience in the pharmaceutical or other regulated industry with demonstrated knowledge and application of applicable regulations and related quality systems. Minimum of 4 years of leadership experience, preferably in Quality Assurance. Demonstrated ability to lead people and build organizations; demonstrated ability to coach and develop personnel to achieve operational excellence. Additional Skills/Preferences: Advanced degree preferred Strategic thinker with demonstrated success leading transformational change. Experienced in working globally / cross-culturally and cross-functionally. Demonstrated ability to assess and manage risk Demonstrated ability to effectively interact with and influence outcomes with internal and external parties (business partners, regulators, etc.). Strong verbal and written communication skills in English. Ability to deliver timely and professional communications with precision and clarity to senior levels of the organization. Excellent interpersonal skills, including the ability to remain constructive and civil in difficult situations. Additional Information: Periodic travel required (less than 10%). Position is located in Indianapolis, IN, USA Lilly is dedicated to helping individuals with disabilities to actively engage in the workforce, ensuring equal opportunities when vying for positions. If you require accommodation to submit a resume for a position at Lilly, please complete the accommodation request form ( https://careers.lilly.com/us/en/workplace-accommodation ) for further assistance. Please note this is for individuals to request an accommodation as part of the application process and any other correspondence will not receive a response. Lilly is proud to be an EEO Employer and does not discriminate on the basis of age, race, color, religion, gender identity, sex, gender expression, sexual orientation, genetic information, ancestry, national origin, protected veteran status, disability, or any other legally protected status. Our employee resource groups (ERGs) offer strong support networks for their members and are open to all employees. Our current groups include: Africa, Middle East, Central Asia Network, Black Employees at Lilly, Chinese Culture Network, Japanese International Leadership Network (JILN), Lilly India Network, Organization of Latinx at Lilly (OLA), PRIDE (LGBTQ Allies), Veterans Leadership Network (VLN), Women’s Initiative for Leading at Lilly (WILL), enAble (for people with disabilities). Learn more about all of our groups. Actual compensation will depend on a candidate’s education, experience, skills, and geographic location. The anticipated wage for this position is $234,000 - $343,200 Full-time equivalent employees also will be eligible for a company bonus (depending, in part, on company and individual performance). In addition, Lilly offers a comprehensive benefit program to eligible employees, including eligibility to participate in a company-sponsored 401(k); pension; vacation benefits; eligibility for medical, dental, vision and prescription drug benefits; flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts); life insurance and death benefits; certain time off and leave of absence benefits; and well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities).Lilly reserves the right to amend, modify, or terminate its compensation and benefit programs in its sole discretion and Lilly’s compensation practices and guidelines will apply regarding the details of any promotion or transfer of Lilly employees. WeAreLilly

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