Group Product Manager, Customer Experience
Group Product Manager, Customer Experience
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$ 146700 - 293300
1 Vacancy
Job Description
JOB DESCRIPTION:
Working at Abbott
At Abbott you can do work that matters grow and learn care for yourself and your family be your true self and live a full life. Youll also have access to:
- Career development with an international company where you can grow the career you dream of.
- Employees can qualify forfree medical coverage in ourHealth Investment Plan (HIP) PPOmedical 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 bachelors degree.
- A company recognized as a great place to work in dozens of countries worldwide 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 the best place to work for diversity working mothers female executives and scientists.
The Opportunity
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 Abbotts channels.
This position works out of our Alameda CA location in the Diabetes Care division where were focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. Were revolutionizing the way people monitor their glucose levels with our new sensing technology.
The Group Product Manager Customer Experience reports to the Director of Global Customer Experience Technology Enablement. This role leads the strategy and roadmap for delivering a unified consistent and best-in-class experience in support of both customers and service agents. Focused on the Salesforce Service Cloud ecosystem the position takes a holistic approach to product development from long-term strategic planning to discovery and definition of features that create value. The Group Product Manager will directly oversee a small team of product managers while also serving as an individual contributor on high-impact initiatives.
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What Youll Work On
Champion the Voice of the Customer & Agent: Become the go-to expert on our customer service agents end customers and the business systems that support them. Leverage this deep understanding to craft impactful solutions that delight users and drive global customer service operational excellence.
Shape the Future with Data-Driven Strategy: Within the broader customer experience vision define bold product strategies and mid-term goals grounded in data insights. Stay ahead of the curve by monitoring market trends competitive dynamics and evolving business priorities.
Lead Digital Transformation with Purpose: Be a catalyst for change-steering the organization through digital transformation by focusing on real problems to solve not just feature delivery. Foster agile mindsets across teams to accelerate innovation and deliver measurable value within the context of highly-regulated industry.
Drive Smart Product Discovery: Optimize discovery processes by owning value and viability testing. Empower cross-functional teams to explore usability and feasibility ensuring every idea is tested validated and ready to scale.
Architect Modular Innovation: Ensure team is accountable to crafting compelling use cases epics and user stories. Own and evolve product roadmaps with a focus on modular scalable solutions that meet the diverse needs of our global operations and quality teams. Ensure that these scalable solutions are informed by broader ADC portfolio programs to maximize applicability utility and value.
Translate Vision into Execution: Continuously convert roadmaps into actionable requirements manage backlogs and align sprint timelines. Collaborate closely with stakeholders to bring innovative solutions to life and deliver tangible business value.
Communicate with Clarity & Impact: Keep stakeholders leadership and product teams aligned through transparent communication of roadmaps progress and pivots. Lead with clarity in meetings updates and planning sessions.
Foster a Culture of Continuous Improvement: Facilitate product team retrospectives to refine ways of working and accelerate digital transformation. Encourage a mindset of learning iteration and growth.
Measure What Matters: Monitor product performance and business impact using data-driven insights. Use these learnings to fuel continuous improvement and ensure sustained success.
Own the Outcome: Be ultimately accountable for delivering outcomes that solve critical customer challenges and advance strategic business goals.
Required Qualifications
Bachelors degree in business or a related field such as Product Management Product Design Engineering
7-10 years of experience in driving end-to-end tech-based product development with a proven track record of bringing solutions from conception to market successfully
Experience in a similar role within the Medical/Med-tech or other high regulatory compliance industry strongly preferred
Experience working within an Agile environment utilizing Scrum project management processes SAFe and/or the Product Operating Model frameworks
Deep familiarity with capabilities of the Salesforce ecosystem including Service Cloud Data Cloud Experience Cloud Einstein and Agentforce are strongly preferred for this role.
Proven product team leadership experience throughout multiple phases of digital transformation including direct management of product managers
Strong analytical skills: able to collect assess and derive strategic insights from data to make decisions
Action and solution-oriented; self-driven proactive and hands-on
Excellent communication skills in English and proficiency in a second language preferred but not a must
Ability to collaborate effectively with global stakeholders across multiple time zones occasionally accommodating non-traditional work hours
Travel up to 30% will be
Learn more about our health and wellness benefits which provide the security to help you and your family live full lives:
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer committed to employee diversity.
Connect with us at on Facebook at and on Twitter @AbbottNews.
The base pay for this position is
$146700.00 $293300.00In specific locations the pay range may vary from the range posted.
JOB FAMILY:
Product Development
DIVISION:
ADC Diabetes Care
LOCATION:
United States > Alameda : 2601 Harbor Bay Parkway
ADDITIONAL LOCATIONS:
United States > Chicago : Willis Tower Building 233 S Wacker Dr.
WORK SHIFT:
Standard
TRAVEL:
Yes 25 % of the Time
MEDICAL SURVEILLANCE:
No
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.
EEO is the Law link - English: EEO is the Law link - Espanol: Experience:
IC
Employment Type
Full-Time
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