Product Manager, Customer Experience

Abbott • Milpitas, CA

6d • $114,000 - $228,000 • Hybrid

About The Position

The healthcare landscape has dramatically evolved during the last several years. Consumers expect to have more control over their information and care decisions in a personalized and accessible environment. To be successful in this space, it is imperative Abbott creates a best-in-class customer experience through a leading digital ecosystem that is personalized and builds trust across all of Abbott’s channels. Our Diabetes Care division has a pipeline with products that are squarely focused on the consumer. With TTM revenue of >$7B in Q3 2025, Abbott Diabetes Care (ADC) is a global leader in providing life changing technology for the management and treatment of people living with chronic conditions, including Diabetes.

Requirements

• Bachelor’s degree with at least 4 years of related experience
• Driving end-to-end tech-based product development, with a proven track record of bringing solutions from conception to market successfully
• Deep understanding and experience in a similar role within the Medical/Consumer technology or similar space
• Experience working with cross-functional teams in a fast-paced, agile environment, utilizing Scrum project management processes and/or the Product Operating Model framework.
• Proven indirect product team leadership experience throughout multiple phases of digital transformation
• Strong analytical skills: able to collect, assess and derive insights from data to make decisions
• Highly proactive, action & solution-oriented; self-driven, hands-on and, comfortable taking ownership.
• Team-player who enjoys taking on accountability and connecting with people in an international team
• Excellent communication skills in English
• Ability to understand and articulate value—both customer and business value—and translate it into actionable product decisions.
• Ability to collaborate effectively with global stakeholders across multiple time zones and non-traditional work hours

Nice To Haves

• Proficiency in a second language preferred but not a must
• Familiarity with cloud technologies, APIs, and scalable architectures; AI/ML integration experience is a strong plus.
• Experience working with contact center operations or customer support processes is a plus, including understanding pain points and improving agent/customer experience.

Responsibilities

• Act as the subject-matter expert for our customers, ensuring solutions help resolve complaints effectively and efficiently during live calls while delivering measurable value for both customers and the organization
• Understand call center operations, customer pain points, and business objectives to design AI-driven call center workflow solutions that create value for the customer and business within regulatory guidelines
• Help guide the organization through digital transformation with a persistent focus on customer problems to solve, rather than delivery of features requested
• Drive adoption of agile ways of working within product teams and stakeholders to rapidly innovate and deliver measurable value
• Optimize effective product discovery via accountability to value and viability testing, while facilitating cross-functional product team opportunities to complete usability and feasibility testing
• Partner closely with UX teams to design and execute user research that uncovers deep customer insights, ensuring product decisions are grounded in real user needs and behaviors.
• Collaborate closely with engineering, UX, and data science teams to deliver innovative solutions at speed
• Define use cases/user stories and own roadmaps with a focus on modular product/service innovation; ensure that definitions are aligned to needs of the diverse global operations and quality teams within ADC
• Drive adoption of modern product practices, including Agile, OKRs, and continuous delivery

Benefits

• 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.

What This Job Offers

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