Manager, Global Service Excellence Operations

Abbott Laboratories • Alameda, CA

7d • $128,000 - $256,000 • Onsite

About The Position

As the Global Customer Service Operations Manager, you will lead strategic initiatives to optimize customer service delivery across regions. You’ll be responsible for driving operational excellence, enhancing service quality, fostering a culture of continuous improvement, and aligning global customer-centric processes to build customer trust and loyalty.

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
• Proven success in managing global teams and implementing service transformation initiatives.
• 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.
• Thorough understanding of business, internal systems and procedures
• Has successfully led several significant projects from beginning to end.
• Demonstrated technical skills and experience with contact Registration Systems (e.g. Salesforce, Zendesk, SAP) and management judgment appropriate to the project.

Nice To Haves

• Demonstrated ability to translate business needs into technical requirements, ensuring alignment between strategy, execution, and system capabilities.
• Deep understanding of regulatory environments (FDA, ISO, etc.) and quality systems
• At ease in a fast-paced environment working with minimal supervision, while interacting with senior and executive leadership.

Responsibilities

• Oversee global customer service operations to ensure consistent service delivery across regions.
• Provide leadership and planning to manage scope, objectives, and deliverables for major projects and subprojects.
• Lead initiatives to streamline processes, optimize service delivery, and implement scalable systems that support global expansion and ensure compliance.
• Update Senior Management, project steering committee, business managers and project stake holders regarding project status, resource needs, and project risks.
• Consolidate input from multiple areas and project managers for related projects.
• Develop and monitor KPIs to track regional performance and drive data-informed decisions.
• Identify and implement process improvements to increase efficiency, reduce costs, and enhance customer satisfaction.
• Develop and implementation plan; conduct risk assessments and develop contingency plans and strategies to accommodate unforeseen events.
• Translate customer needs into project or program-level specifications and develop solutions for strategic business challenges.
• Partner with Customer Service, Commercial, Marketing, Quality, and IT leaders to align operations with broader business strategies.
• Ensure projects integrate effectively with existing programs to achieve long- and short-term business goals.
• Recognize broader implications of actions on outcomes, systems, and business strategy.
• 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
• Number of Employees: 5,001-10,000 employees