Product Complaint Manager

Element Science, Inc. is a medical device and digital health company redefining how patients with heart disease are monitored and treated as they transition from the hospital to the home. Our mission is to improve outcomes for patients at risk of life-threatening cardiac events through innovative solutions at the intersection of clinical-grade wearables, advanced algorithms, and therapy delivery.

We are entering an exciting phase of growth as we move from development into early commercialization. Our approach combines hardware, software, and services to deliver a more personalized and seamless patient experience—designed with both patients and clinicians in mind. Our product, a wearable patch defibrillator, is designed for patients with a temporary elevated risk of sudden cardiac arrest, addressing a significant and underserved population of over 500,000 patients in the U.S. By focusing on comfort, usability, and clinical effectiveness, we aim to transform the standard of care during this critical period. Headquartered in the San Francisco Bay Area, Element Science is backed by leading healthcare and technology investors, including Third Rock Ventures, GV (Google Ventures), Deerfield Healthcare, Qiming Venture Partners USA, Cormorant Asset Management, and Invus Opportunities.

SUMMARY OF ROLE:

The Product Complaint Manager is responsible for the end- to- end lifecycle of product feedback and quality issues. This role will lead the complaint process from initial intake and determination through investigation, regulatory reportability assessment, and complaint closure, including 14-day customer letters where required, while maintaining regulatory compliance. This role will also drive trending of post-market data and translate into actionable data for Management and cross-functional stakeholders .

RESPONSIBILITIES:

Intake Leadership & Guidance

• Triage Oversight: Own the intake process for all incoming product feedback, distinguishing between general inquiries and events meeting the formal complaint definition per internal procedures.

• Complaint Initialization: Ensure each confirmed complaint is properly opened, coded and assigned within the complaint management system per internal procedures.

• Workflow Management: Monitor queue status and throughput; ensure no reportable events or high severity complaints are delayed at intake. Ensure reportable complaints are reported within the mandated regulatory requirements.

Investigation, Reportability & Closure

<li data-leveltext="" data-font="Symbol" data-listid="15" data-list-defn-props="{&am