Manager, Global Customer Experience Operations

Abbott • Alameda, CA

4d • $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