Manager, Global Customer Experience Operations

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries. JOB DESCRIPTION: Were focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. Were revolutionizing the way people monitor their glucose levels with our new sensing technology. Working at Abbott At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. Youll also have access to: Career development with an international company where you can grow the career you dream of. Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year. An excellent retirement savings plan with high employer contribution Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelors degree. A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune. A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists. THE OPPORTUNITY This Manager, Global Service Excellence Operations position works out of our Alameda, CA office. As the Manager, Global Customer Experience Operations, you will oversee customer experience operations, launch readiness, call center analytics, and develop best in class customer experience standards across multiple customer touchpoints as part of the Global Commercial. What Youll Work On Evaluate customer experience and customer service operational improvement opportunities, prepare business cases, and gain alignment from key stakeholders and service leadership on chosen option for managing key experience objectives. Aid in the development of the Customer Experience Strategy by working closely with Customer Service regional teams and Project Management leadership teams to set a vision for customer success and create seamless omnichannel experience to deliver higher customer satisfaction for every product launch. Update CX Operations plan & road map that prioritizes projects/initiatives that need to be executed with alignment with business objectives. Identify industry trends and bring the best practice to the customer experience organization. Anticipate and understand key challenges and opportunities within customer service, identify the root causes and develop plan to address with the customer service leadership team Interact with executive level management, customers, and suppliers. Improve process in which customer feedback is analyzed to help drive service delivery enhancement and improve efficiency. Provide feedback and inputs to global customer experience managers by facilitating experience sharing / exchange across the globe by monitoring KPIs to track regional performance. Coordinate across functional areas, business units, and/or geographies to achieve the company or area goals. Develop and implement effective communication and change management plans to ensure clear, consistent, and timely dissemination of information across the organization. Update Senior Management, project steering committee, business managers and project stake holders regarding project status, resource needs, and project risks. Direct technical and support personnel, leveraging internal and external expertise; act as the voice of the customer to influence process and technology improvements. Hire, manage, mentor, and develop team members; create a collaborative work environment and coach across diverse projects. Accountable for total project scope and timely completion. Required Qualifications Bachelors degree in a technical, scientific or business discipline. Minimum 5 years of relevant experience in customer service and program development within a highly regulated environment, ideally in medical device or similar regulated industry. Minimum 2 years of management experience Strong cross-functional leadership skills, with the ability to influence and collaborate across marketing, IT, compliance, and regional teams. Excellent communication and stakeholder management skills. Strong analytical skills and expertise with data-driven decision-making. Technical product expertise across a wide variety of medical device products and delivery platforms. At ease in a fast-paced environment working with minimal supervision, while interacting with senior and executive leadership. Demonstrated ability to translate business needs into technical requirements, ensuring alignment between strategy, execution, and system capabilities. Preferred Strong call center operations expertise, including missioncritical phone systems, key performance metrics, call flows, handoffs, and callhandling techniques. Skilled in leveraging modern call center technologies to improve productivity, service quality, and overall performance. Knowledge and direct experience in managing operations directly impacted by Quality Systems, cGMP requirements and high-level FDA scrutiny. Apply Now Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal. The base pay for this position is $114,000.00 $228,000.00 In specific locations, the pay range may vary from the range posted. JOB FAMILY: Customer Service DIVISION: ADC Diabetes Care LOCATION: United States > Alameda : 1360-1380 South Loop Road ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Yes, 10 % of the Time MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday) Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions across the spectrum of health, around the world, for all stages of life. Whether its next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of lifes greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce. Follow Us: Facebook LinkedIn YouTube Twitter