CAPA & Complaint Manager

Lead and is responsible for overseeing the Corrective and Preventive Action (CAPA) process and Complaints. This role ensures full compliance with industry regulations by identifying quality trends, investigates customer issues, drive root cause investigations, implement actions to prevent issue recurrence, follow up with cross functional teams and customers as necessary, report all external product or service complaints, manage, organize/review databases and escalate issues to appropriate parties.

• Govern CAPA procedures triggered by Critical Control Point (CCP) deviations, operational failures, or preventive control bypasses
• Lead cross-functional teams (Sanitation, Production, Maintenance) to investigate biological, chemical, or physical hazards using 5 Whys and Fishbone diagrams
• Own the CAPA workflow for out-of-specification results and process deviations
• Serve as the primary point of contact for regulatory inspectors (FDA/USDA) and third-party auditors (SQF/BRC) looking at CAPA logs and effectiveness checks specifically for areas of expertise.
• Maintain centralized document management systems CAPAs and Customer Complaints.
• Rapidly triage and investigate high-risk complaints regarding illness, injury, or physical contamination (e.g., metal, glass, plastic)
• Coordinate with Warehouse and QA teams to execute instant lot-tracing and mass-balance checks upon receiving high-priority complaints
• Support mock-recall events as needed
• Draft precise, technically compliant documentation regarding product quality or low-risk attributes for retail partners (e.g., Costco, Walmart) and regulators