[Hiring] Quality Compliance Specialist @Hims & Hers

Role Description

We're looking for a detail-oriented Quality Compliance Specialist to manage the intake, investigation, and resolution of customer and partner complaints related to prescription products. This role sits at the intersection of quality, compliance, and customer experience, working closely with pharmacy partners and medical teams.

• Ensure complaints are investigated thoroughly, documented accurately, and closed within regulatory and contractual timelines.
• Support third-party partners in the investigation of product-related complaints, ensuring high standards of customer satisfaction, regulatory compliance, and operational excellence.

You Will:

• Preferably work in the EST time zone to ensure alignment with Hims third-party pharmacy partners.
• Independently ensure customer complaints are thoroughly investigated, documented, and communicated in a timely and transparent manner to customers and relevant stakeholders.
• Review complaint details for accuracy, ensuring proper linkage of order IDs and pharmacy/compounder attribution.
• Triage and route complaints to the appropriate third parties based on complaint description and compounding/dispensing location.
• Evaluate third-party pharmacy partners' complaints investigations, independently assessing the adequacy of root cause analysis submitted.
• Determine regulatory reportability of complaint events under 503A/503B classification and applicable FDA reporting requirements.
• Hold third-party pharmacies accountable for complaint closure summaries and investigation reports per contractual agreements.
• Track complaint deadlines against contractual and regulatory reporting deadlines and escalate at-risk cases proactively.
• Identify and analyze complaint trends across categories and recommend process changes based on findings.
• Own the creation of regular metric reports for presentation to senior leadership covering complaint trends, root cause analysis, and action plans.
• Organize and lead cross-functional business meetings for complaint escalation to implement resolution.
• Review and provide concurrence on third-party complaint investigation findings and determine outcomes without requiring case-by-case approval.

Qualifications

• Active Pharmacy Technician or Pharmacist license preferred.
• Bachelor’s degree preferred in a relevant science, quality, or engineering field; or an associate degree with equivalent experience will be considered.
• 4+ years of experience in pharmacy operations, quality assurance, or complaint handling in a regulated environment.
• Familiarity with 503A/503B compounding pharmacy regulations and FDA reporting requirements 21 CFR Parts 210/211, cGMP, and GDP practices.
• Understanding USP <795> and <800> standards and non-sterile compounding processes.
• Strong oral and written communication skills.
• Experience with complaint or case management platforms (Zendesk or similar).
• Ability to manage multiple open investigations simultaneously while maintaining documentation accuracy.
• Excellent analytical skills to identify trends and root causes across complaint data.
• Comfortable organizational skills with the ability to manage multiple tasks simultaneously.
• High sense of accountability and a collaborative, team-oriented mindset.
• Commitment to patient safety and rigorous quality standards.
• Use pharmacy expertise to influence workflow changes and product improvements related to customer safety and satisfaction.

Benefits

• 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).
• 401k benefits with employer matching contribution.
• Offsite team retreats.