We Make Life More Rewarding and Dignified

Location: Libertyville

Department: Quality

Summary

The Senior Manager, Post Market Surveillance provides strategic and operational leadership for the Global Post Market Surveillance (PMS) function. This role is responsible for leading and continuously improving the processes, systems, and team capabilities that support complaint handling, product performance monitoring, adverse event/vigilance reporting, recalls, trend analysis, and post-market regulatory compliance.

The Senior Manager partners cross-functionally with Regulatory Affairs, Quality, Clinical Affairs, R&D, Manufacturing, Customer Service, and Commercial teams to ensure timely identification, assessment, escalation, and communication of product performance issues. This leader drives a culture of compliance, data-driven decision-making, continuous improvement, and customer focus while ensuring that PMS activities meet applicable global regulatory requirements and internal quality standards.

Hollister Incorporated operates in a hybrid work environment. Employees are expected to come into the office a minimum of 4 days per week. Sponsorship to work in the US is not available at this time.

Responsibilities

Leadership and Strategy

Lead the Global Post Market Surveillance function, including team direction, prioritization, performance management, and capability development.
Establish and execute PMS strategies, goals, and priorities that align with organizational and regulatory requirements.
Provide leadership for the continued development, standardization, and optimization of PMS processes, procedures, systems, and metrics.
Build and maintain a high-performing team with strong technical expertise, accountability, and collaboration.

Leadership Expectations

Champions a culture of compliance, quality, accountability, and continuous improvement.
Develops talent and builds team engagement.
Acts with urgency and sound judgment in addressing product performance and safety issues.
Promotes strong cross-functional partnerships and customer-focused outcomes.

Post-Market Surveillance Operations

Oversee timely and compliant intake, triage, investigation, documentation, and closure of product complaints.
Ensure appropriate evaluation of product performance data, adverse events, and other post-market signals to identify trends, emerging risks, and opportunities for improvement.
Direct complex complaint investigations, including serious incidents, escalating issues, and potential field actions or recalls, as applicable.
Ensure robust monitoring of complaint and product performance data to support proactive issue detection and signal management.

Regulatory Compliance and Reporting

Ensure compliance with applicable global post-market surveillance, vigilance, and adverse event reporting requirements.
Oversee preparation, review, and submission of reportable events to regulatory authorities within required timelines.
Provide leadership and oversight for post-market regulatory deliverables, including PMS plans, PMS reports, Periodic Safety Update Reports (PSURs), and other required post-market documentation, as applicable.
Maintain awareness of evolving global regulations, standards, and industry expectations related to PMS and incorporate changes into processes and training.
Risk Management and Escalation. Leads the Post market risk management board (RMB)
Ensure product performance issues are appropriately assessed for potential safety, clinical, quality, and regulatory impact.
Lead cross-functional escalation and decision-making for significant post-market issues, including regulatory reporting, field actions, customer communications, and risk mitigation.
Support management review and quality review forums with meaningful PMS insights, trends, and recommendations.

Cross-Functional Collaboration

Partner with Regulatory Affairs, Quality Assurance, Clinical Affairs, R&D, Manufacturing, and Commercial teams to investigate issues and implement corrective and preventive actions.
Collaborate with internal stakeholders to develop customer and regulatory communications related to product performance or post-market issues.
Serve as a subject matter expert for post-market surveillance requirements, complaint handling, vigilance, and related business processes.

Analytics and Continuous Improvement

Drive the use of metrics, trend analysis, dashboards, and other data tools to enhance visibility into product performance and process effectiveness.
Identify and implement process improvements that increase compliance, efficiency, quality, and responsiveness.
Use post-market insights to inform broader product quality, design, and customer experience improvements.

Essential Functions Of The Role

Communicate effectively via email, phone, and virtual platforms.
Collaborate across departments to support organizational goals.
Participate in cross-functional meetings and initiatives.
Prepare reports and dashboards for internal stakeholders.
Ensure data accuracy and confidentiality in compliance with company and legal standards.
Manage multiple priorities and deadlines in a fast-paced environment.
Lead or support special projects aligned with departmental objectives.
Demonstrate initiative in identifying process improvements or automation opportunities.
Serve as a point of contact for internal and external stakeholders.
Resolve inquiries and issues with professionalism and discretion.
Adhere to company policies, including those related to ADA, data privacy, and ethics.
Support audits and regulatory reporting as needed.
Vision-setting and alignment with business strategy.
Oversight of compliance, risk, and organizational culture.
Travel frequently, including overnight and occasional weekend travel.

Education & Work Requirements

Bachelor’s Degree with 12-15 years of related experience

Education & Work Preferences

Bachelor’s degree in Nursing, Life Sciences, or related healthcare field required (e.g., RN, BSN, or equivalent clinical background preferred.
Strong knowledge of global post-market surveillance, complaint handling, vigilance, and regulatory reporting requirements.
Strong analytical and problem-solving skills, with the ability to interpret data, identify risks, and drive action.
Ability to lead complex investigations and make sound, risk-based decisions.
Excellent communication and collaboration skills, including the ability to influence across functions and levels.
Strong process improvement mindset with experience driving operational excellence.
Ability to balance strategic leadership with day-to-day operational execution.
Demonstrated ability to lead through change and build organizational capability.
Significant experience in post-market surveillance, complaint handling, vigilance/adverse event reporting, quality, regulatory affairs, or related medical device/life sciences functions.
Prior people leadership experience with responsibility for coaching, development, and performance management.

Competencies

Be Agile - Innovates and adapts quickly, approaching change with curiosity while persisting through obstacles.
Be Customer Centric - Considers the needs, experiences and feedback of customers in all we do.
Be People-Focused - Builds trust and collaborates with an inclusive and empathetic approach.
Be Performance Driven - Operates with an ownership mindset, driving meaningful outcomes.
Live The Schneiders’ Legacy, Our Noble Purpose - Passionately serves Our Mission and Vision, while demonstrating the Immutable Principles.

Our Total Rewards package in aggregate is above market and includes competitive pay, paid time off programs, peer-to-peer recognition, health and life insurance, wellness programs and incentives, and generous retirement savings.

The anticipated base pay range for this position is $140,000 - $185,000 yearly. The actual salary varies based on applicant's location, education, experience, skills, abilities, and other legitimate business factors.
This position is also eligible to participate in the Hollister Corporate Bonus Plan.
The Company’s health and welfare benefits include medical, prescription, dental, vision, spending/savings accounts, disability, company paid (parental and caregiver) leaves, statutory leaves/disability programs, accident, life, wellbeing, education assistance, adoption assistance, and voluntary benefit programs.
The Company’s 401(k) Retirement Savings Plan includes: auto-enrollment, ROTH, vesting and eligible participants “safe harbor” matching contributions.
The Company’s paid time off benefits include: 11 paid holidays, paid vacation based on length of service and exempt/non-exempt status, and sick days based on statutory requirements and/or exempt/non-exempt status.
The Company’s additional benefits include: education assistance and adoption assistance benefit programs.

About Hollister Incorporated

Hollister Incorporated is an independent, employee-owned company that develops, manufactures and markets healthcare products worldwide. The company spearheads the advancement of innovative products for ostomy care, continence care and critical care, and also creates educational support materials for patients and healthcare professionals. Headquartered in Libertyville, Illinois, Hollister has manufacturing and distribution centers on three continents and sells in nearly 80 countries. Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider, Inc., and is guided both by its Mission to make life more rewarding and dignified for people who use our products and services, as well as its Vision to grow and prosper as an independent, employee-owned company, and in the process, to become better human beings.

EOE Statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Job Req ID: 36369

Hollister Incorporated

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