IT Business Relationship Manager - Complaint Process Automation

Abbott • Alameda, CA

1d • $128,000 - $256,000 • Onsite

About The Position

According to the World Health Organization, approximately 422 million people have diabetes today and by 2045 the number is projected to rise to 700 million people. The Abbott Diabetes Care FreeStyle Libre continuous glucose monitor (CGM) sensor and customer experience delivers patient-centered solutions and empathetic experiences critical to helping people with diabetes understand how to manage their disease-state and live life to the fullest. At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll 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 a high employer contribution Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree. A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune. The Opportunity This is an onsite role located in 1420, Harbor Bay Parkway, Alameda, CA. This is not a remote role/opportunity. IT Business Relationship Manager - Complaint Process Automation plays a critical role in driving digital transformation and operational excellence within Abbott’s Post-Market Surveillance (PMS) and complaint handling functions. This role partners with cross-functional teams to design and implement scalable automation solutions that enhance traceability, streamline product return workflows, and ensure compliance with global regulatory standards. By aligning business needs with technical capabilities, this position helps deliver high-impact solutions that improve data integrity, reduce cycle times, and elevate the overall customer experience.

Requirements

• Bachelor’s degree in computer science, Engineering, or related field
• 10 years of experience as Program Manager, Project Manager, IT BRM working in automation, IT business alignment, or operations.
• Exposure to cloud-based remote process automation deployments (RPA) like Automation Anywhere, UI Path etc.
• Familiarity with continuous improvement methodologies (e.g., Lean, Six Sigma, Kaizen) to refine and optimize business processes for efficiency and quality.
• Working knowledge of data analytics tools (e.g., Power BI, Tableau) and project management software (e.g., Jira, MS Project).

Nice To Haves

• RPA certifications (e.g., UiPath Certified Developer, Automation Anywhere Advanced RPA Professional) preferred
• Exposure to launching automation solutions in a Health Care or Med Device industry

Responsibilities

• Process Automation: Establish scalable business process standards and governance frameworks, including a business process automation framework.
• Analyze current workflows to identify automation opportunities that enhance accuracy and throughput.
• Define automation integration touchpoints with enterprise application platforms systems to ensure seamless data flow and traceability.
• Deliver high-quality, productivity-enhancing automation solutions that improve cycle times and reduce operational costs.
• Translate operational needs into technical requirements and ensure successful delivery of automation solutions.
• Data Integrity, Governance & Analytics: Implement data validation and monitoring processes to ensure data integrity across systems.
• Leverage analytics to identify trends, improve operational efficiency, and support continuous improvement initiatives.
• Implement robust data validation processes to support reliable decision-making.
• Utilize data analytics to identify trends and areas for improvement.
• Compliance and Communication: Communicate effectively with all levels of the organization.
• Ensure all automation processes comply with FDA, ISO 13485, and other relevant regulatory standards.
• Maintain detailed documentation for audits and CAPA (Corrective and Preventive Action) processes.
• Maintain robust cybersecurity, privacy, and security protocols.
• Maintain system protocols by implementation policies and procedures in accordance with Quality Management System (QMS) policies.
• Planning and Execution: Lead cross-functional project teams through the full automation project lifecycle—from planning to deployment.
• Design business solutions that address process gaps and requirements.
• Manage relationships, ensuring timely delivery, quality, and compliance of third-party automation solutions.
• Facilitate resolution of operational issues ensuring acceptable system testing and timely deployments in collaboration with IT and external vendors to help operations conduct business more effectively.

Benefits

• 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 a high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees