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Director, Post Market Surveillance

Remote

Hims & Hers Health, Inc. (better known as Hims & Hers) is the leading health and wellness platform, on a mission to help the world feel great through the power of better health. We are revolutionizing telehealth for providers and their patients alike. Making personalized solutions accessible is of paramount importance to Hims & Hers and we are focused on continued innovation in this space. Hims & Hers offers nonprescription products and access to highly personalized prescription solutions for a variety of conditions related to mental health, sexual health, hair care, skincare, heart health, and more.

Hims & Hers is a public company, traded on the NYSE under the ticker symbol “HIMS”. To learn more about the brand and offerings, you can visit hims.com and forhers.com, or visit our investor site. For information on the company’s outstanding benefits, culture, and its talent-first flexible/remote work approach, see below and visit www.hims.com/careers-professionals.

​​About the Role:

We are seeking an experienced Director of Post Market Surveillance to lead our product complaints management and adverse event reporting processes, ensuring that all customer concerns related to product quality and performance are handled efficiently, professionally, and effectively. In this high-impact leadership role, you will oversee the complaint management quality system, including requirements for identification, investigation, resolution, and continuous improvement of product-related complaints, adverse event reporting, and recalls—ensuring the highest standards of customer satisfaction, regulatory compliance, and operational excellence.

As the Director of Post Market Surveillance, you will work closely with cross-functional teams such as the compounding site quality assurance, compounding operations, product development, and customer service, to address and resolve issues swiftly and proactively mitigate future complaints. This is an excellent opportunity for an experienced leader with a deep understanding of product quality management, customer service, and regulatory processes to drive organizational change and make a significant impact on the customer experience.

 

You Will:

  • Develop the Hims and Hers Post Market Surveillance Quality System, including complaint management, adverse event reporting, and recalls. Product categories include compounding sterile injectables, tablets, gummies, creams, both Rx and OTC. Focus with 503a and 503b compounding sites.
  • Lead and manage product complaints quality with the compounding sites, medical affairs, and customer care, ensuring the timely resolution and tracking of customer complaints related to product quality, safety, and performance.
  • Develop and maintain complaint management processes that comply with regulatory requirements (e.g., FDA, USP, Board of Pharmacy) and align with industry best practices.
  • Analyze complaint data to identify trends and root causes, and collaborate with product development and quality assurance teams to implement corrective actions.
  • Ensure customer complaints are thoroughly investigated, documented, and communicated in a timely and transparent manner to customers and relevant stakeholders.
  • Collaborate with cross-functional teams such as medical affairs, operations, legal, and customer support to resolve product issues efficiently, while protecting both the customer and the brand.
  • Drive continuous improvement initiatives by leveraging customer feedback and complaint data to identify areas for product or process enhancements.
  • Ensure regulatory reporting compliance, including the timely submission of adverse event reports, recalls, or corrective actions to appropriate authorities, along with any necessary IT systems required for maintaining compliance.
  • Develop and manage a high-performing team, providing leadership, coaching, and mentorship to staff handling product complaints.
  • Create and deliver regular reports and presentations to senior leadership regarding complaint trends, resolutions, root cause analysis, and action plans.
  • Establish and maintain strong relationships with internal stakeholders (e.g., medical affairs, R&D, quality, operations) and external stakeholders (e.g., customers, regulators, third-party suppliers).
  • Monitor and manage departmental budgets, ensuring resources are allocated effectively to support complaint handling and resolution processes.

 

You Have:

  • A bachelor’s degree in a science-related field, pharmacy, quality assurance, or a related discipline (a master’s degree is a plus).
  • 8+ years of experience in product quality management, customer complaints, or related fields, with at least 3-5 years in a leadership role.
  • In-depth knowledge of product complaint handling, root cause analysis, and regulatory requirements (e.g., FDA, 503a and 503b compounding regulations, USP, etc.).
  • Strong experience in quality management systems (QMS) and complaint management software.
  • Proven ability to lead and mentor cross-functional teams, ensuring alignment on customer satisfaction and product quality objectives.
  • Excellent analytical skills with the ability to identify trends, perform root cause analysis, and implement corrective actions.
  • Exceptional communication skills, both written and verbal, with the ability to engage stakeholders at all levels of the organization and communicate complex issues clearly and concisely.
  • A strong understanding of regulatory frameworks related to product safety, adverse event reporting, and product recalls.
  • Experience with customer-facing interactions and the ability to maintain a positive and professional relationship with customers, even during challenging situations.
  • Strong project management skills, with the ability to manage multiple tasks and priorities in a fast-paced environment.

 

Preferred Skills & Experience:

  • Experience in a regulated industry such as pharmaceuticals or compounding facilities.
  • Experience with ERP or CRM systems and integrating product complaints into broader enterprise systems is a plus.
  • Knowledge of customer experience management and the role complaints play in customer retention.

 

Our Benefits (there are more but here are some highlights):

  • Competitive salary & equity compensation for full-time roles
  • Unlimited PTO, company holidays, and quarterly mental health days
  • Comprehensive health benefits including medical, dental & vision, and parental leave
  • Employee Stock Purchase Program (ESPP)
  • Employee discounts on hims & hers & Apostrophe online products
  • 401k benefits with employer matching contribution
  • Offsite team retreats

 

#LI-Remote

 

Outlined below is a reasonable estimate of H&H’s compensation range for this role for US-based candidates. If you're based outside of the US, your recruiter will be able to provide you with an estimated salary range for your location.

The actual amount will take into account a range of factors that are considered in making compensation decisions, including but not limited to skill sets, experience and training, licensure and certifications, and location. H&H also offers a comprehensive Total Rewards package that may include an equity grant.

Consult with your Recruiter during any potential screening to determine a more targeted range based on location and job-related factors.

An estimate of the current salary range is

$180,000 - $200,000 USD

We are focused on building a diverse and inclusive workforce. If you’re excited about this role, but do not meet 100% of the qualifications listed above, we encourage you to apply.

Hims considers all qualified applicants for employment, including applicants with arrest or conviction records, in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, the California Fair Chance Act, and any similar state or local fair chance laws.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Hims & Hers is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@forhims.com and describe the needed accommodation. Your privacy is important to us, and any information you share will only be used for the legitimate purpose of considering your request for accommodation. Hims & Hers gives consideration to all qualified applicants without regard to any protected status, including disability. Please do not send resumes to this email address.

To learn more about how we collect, use, retain, and disclose Personal Information, please visit our Global Candidate Privacy Statement.

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At Hims & Hers, we seek to establish an inclusive environment and are committed to building a team that reflects the unique perspectives, life experiences and varying backgrounds of the diverse populations that make up our customer base. To help us ensure we are meeting our equal employment obligations under U.S. employment law and identify areas of improvement in our process, we invite all U.S.-based candidates to complete the following demographic questions (if you are based outside of the United States, please select “I don't wish to answer”). 

 

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