Manager, US Customer Service & Sales Operations, EP

JOB DESCRIPTION:

Manager US Customer Service & Sales Operations EP

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 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 benefitan affordable and convenient path to earning 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 byFortune.

• A company 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

This role supports our Electrophysiology (EP) commercial team in our St. Paul MN location. Abbotts Electrophysiology division is at the forefront of diagnosing and treating heart rhythm disorders. We develop innovative technologies that help physicians restore patients cardiac health and improve quality of life. Our EP portfolio includes advanced mapping systems ablation catheters and diagnostic tools that support minimally invasive procedures. With a strong focus on clinical outcomes and physician collaboration we are committed to shaping the future of cardiac care.

What Youll Work On

TheManager US Customer Service & Sales Operations EPwill serve as a strategic partner to the US EP commercial organization leading efforts to optimize call center operations sales support and order management processes. This role requires a proactive and service-oriented leader who can drive cross-functional collaboration enhance customer experience and deliver scalable solutions that support global business growth.

As a key contributor to customer operations the manager ensures consistent and reliable execution of service programs order fulfillment and support initiatives. They champion data-driven decision-making and continuous improvement through performance analytics automation and process standardization. The role also upholds compliance and data integrity across all customer touchpoints reinforcing operational excellence and accountability.

Through strong leadership and operational stewardship the Customer Service Manager helps shape a responsive efficient and customer-centric support organization.

Key Responsibilities

• Leading and developing the customer service team:Hiring training and guiding customer care representatives to maintain a high level of product and pricing knowledge ensuring courteous professional and timely handling of inquiries and requests from sales distributors and customers.

• Driving a customer-centric culture:Transforming a product-focused organization into one that prioritizes service excellence with a focus on continuous improvement and enhancing the overall customer experience.

• Complaint handling and reporting:Establishing and maintaining procedures for handling and reporting customer complaints in compliance with FDA regulations.

• Performance management and metrics:Defining setting and managing realistic expectations for service delivery and agent performance targets; measuring performance against key performance indicators (KPIs); and coaching agents to achieve those targets.

• Utilizing technology:Employing tools like Five9 SAP and data analysis platforms to manage interactions track performance and identify areas for improvement.

• Managing high-pressure situations:Effectively resolving escalated customer complaints and other challenging situations balancing customer satisfaction with company policies and procedures.

• Collaboration:Working closely with sales marketing R&D product development logistics and regulatory teams to ensure a seamless customer experience and alignment with overall business objectives and product innovation.

Qualifications

• Bachelors degree required

• 5 years of experience in people management; 10 years in Customer Service Call Center and/or Sales Operations

• Leadership and team management skills:Ability to lead mentor motivate and develop a high-performing team

• Excellent communication and interpersonal skills:Crucial for building strong customer relationships effective team management and handling sensitive patient interactions

• Strong product knowledge:Understanding of medical devices and their functionality for effective troubleshooting and customer support

• Problem-solving and analytical abilities:Essential for addressing complex challenges and making informed decisions in a fast-paced environment

• Regulatory compliance:Knowledge of healthcare regulations such as HIPAA and Medical Device Reporting requirements

• Adaptability and resilience:Ability to handle high-pressure situations and adapt to technological changes

• Attention to detail:Important for accurate information order processing and regulatory compliance

• Empathy:Understanding and responding to the concerns and needs of patients and healthcare providers

• Prior Abbott experience in any division is a strong plus

• Highly motivated with a desire to innovate; ability to work independently and proactively identify improvement opportunities

• Ability to work under pressure consistently meet deadlines and manage multiple projects simultaneously

What We Offer

At Abbott you can have a good job that grows into a great career. We offer:

• A fast-paced work environment where your safety is our priority

• Production areas that are clean well-lit and temperature-controlled

• Training and career development including onboarding programs and tuition assistance

• Financial security through competitive compensation incentives and retirement plans

• Health care and well-being programs including medical dental vision wellness and occupational health

• Paid time off

• 401(k) retirement savings with a generous company match

• The stability of a company with a strong financial performance and a history of community involvement

Apply Now

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.

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The base pay for this position is

In specific locations the pay range may vary from the range posted.

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Manager