Senior Director, Service Delivery & Business Operations

Abbott • Kansas City, MO

1d • $190,000 - $380,000 • Onsite

About The Position

The Senior Director, Service Delivery & Business Operations is a key member of the Toxicology - Workplace leadership team responsible for defining and executing the operational strategy for the business. This role leads the service delivery organization through a team of operational leaders and is accountable for customer experience, operational performance, organizational effectiveness, and financial outcomes. This leader is responsible for the performance, alignment, and continuous improvement of the Toxicology service delivery organization, including laboratory services, Medical Review Officer (MRO) operations, Occupational Health Services (OHS), customer support, and operational compliance.

Requirements

• Bachelor's degree required.
• 12+ years of progressive leadership experience in operations, service delivery, healthcare services, diagnostics, laboratory services, toxicology, or another regulated environment.
• Demonstrated success leading leaders across multiple functions and driving organizational performance.
• Demonstrated success creating high-performing, accountable organizations with measurable improvements in operational execution and service performance.
• Proven experience leading geographically dispersed and offshore teams through multiple levels of management.
• Strong track record of driving results through performance management, operational governance, and leadership accountability.
• Experience leading large-scale operational, organizational, or business transformation initiatives.
• Strong business and financial acumen with responsibility for operational metrics, budgets, productivity, profitability, and gross margin improvement.
• Proven ability to influence across functions and lead through complexity and change.

Nice To Haves

• Advanced degree (MBA, MHA, MS, or related field).
• Experience in toxicology, diagnostics, workplace screening, Medical Review Officer (MRO) operations, occupational health, or healthcare operations.
• Experience leading customer-facing service organizations.
• Lean Six Sigma or other operational excellence certification.

Responsibilities

• Develop and execute the operational strategy for the Toxicology business, ensuring alignment with growth, customer, and financial objectives.
• Lead a team of operational leaders responsible for service delivery functions, driving accountability for customer experience, service performance, quality, productivity, and business results.
• Establish and maintain a high-accountability operating culture through disciplined execution, clear ownership, performance transparency, and consistent follow-through on commitments across all service delivery functions.
• Drive operational rigor through structured business reviews, action-item governance, escalation management, and performance inspection mechanisms that ensure timely resolution of issues and delivery of business objectives.
• Hold leaders accountable for operational, customer, financial, quality, and people outcomes while proactively addressing performance gaps through coaching, development, and formal performance management when appropriate.
• Build a culture of ownership and urgency where leaders anticipate risks, challenge status quo thinking, and drive issues to resolution.
• Provide strategic oversight of Abbott's Medical Review Officer (MRO) operations, ensuring operational excellence, scalability, regulatory compliance, and a best-in-class customer experience.
• Lead distributed domestic and offshore teams through multiple layers of leadership, ensuring consistent performance expectations, communication, and execution standards across locations.
• Own end-to-end service delivery performance for customer-facing operations, including contact center performance, shared inbox management, service-level attainment, escalation management, and customer issue resolution.
• Drive operational excellence through process improvement, technology enablement, organizational effectiveness, and business transformation initiatives.
• Establish and monitor key performance indicators to ensure achievement of operational, customer, quality, and financial goals.
• Lead initiatives that improve gross margin, productivity, cost-to-serve, and operational efficiency while supporting long-term business growth.
• Lead workforce planning, organizational design, and talent development efforts to build organizational capability and a high-performing culture.
• Partner with Commercial, Medical Affairs, Finance, Human Resources, and Technology leaders to ensure operational readiness and successful execution of business priorities.
• Identify business risks and opportunities and implement strategies that improve scalability, efficiency, profitability, and customer outcomes.

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 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: Senior