Job Summary
The GPM Complaint Evaluation Team Lead is responsible for leading the daily operations of the Complaint Evaluation team, ensuring timely and compliant complaint assessments, accurate coding, and reportability determinations. This role combines technical expertise in complaint handling with operational leadership, overseeing workload planning, team performance, quality compliance, and process improvements. The Team Lead provides coaching and guidance to team members, manages escalations and complex complaint cases, monitors key performance metrics, and collaborates with cross-functional stakeholders to support regulatory compliance, audit readiness, and continuous improvement initiatives. Success in this role requires strong leadership, analytical thinking, organizational skills, and the ability to drive performance in a fast-paced, highly regulated medical device environment.
The GPM Complaint Evaluation Team Lead serves as the operational leader for the Complaint Evaluation team, responsible for driving operational execution, workload prioritization, quality compliance,



and team performance while maintaining technical expertise in complaint evaluation, coding, and reportability determination. The role provides day-to-day leadership, coaching, and guidance to team members to ensure compliance with regulatory requirements, achievement of departmental objectives, and continuous improvement of processes. The Team Lead serves as the primary point of escalation for operational challenges and is accountable for supporting the achievement of team productivity, quality, and service level goals.
Responsibilities:
• Lead day-to-day operations of the Complaint Evaluation team, ensuring timely completion of complaint assessments and compliance with applicable procedures.
• Coordinate workload distribution, resource planning, and prioritization to meet operational and regulatory deadlines.
• Assess team capacity, forecast workload demands, and recommend resource adju

📌 Medical Device Complaint Team Lead (Guadalajara)
🏢 Insulet
📍 Guadalajara