Manager, Global Customer Experience Operations

Abbott • Alameda, CA

21h • $114,000 - $228,000 • Onsite

About The Position

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.

Requirements

• Bachelor’s 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.

Nice To Haves

• Strong call center operations expertise, including mission‑critical phone systems, key performance metrics, call flows, hand‑offs, and call‑handling 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.

Responsibilities

• 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.

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 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 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager