Senior Customer Service Manager

Working at Abbott

At Abbott you can do work that matters grow and learn care for yourself and 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 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 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.

The opportunity

This position works out Alameda CA in our Lingo Division.

Meet Lingo a new biosensing technology that provides users a window into their body. Lingo tracks key biomarkers such as glucose ketones and lactate to help people make better decisions about their health and nutrition. Biowearable technology will digitize decentralize and democratize healthcare enabling consumers to take control of their own health. Personalized healthcare is the future. Working on Lingo you will help build a next-generation technology that enables individuals to make decisions about how to improve energy lose weight or enhance athletic performance. The Lingo team embodies a start-up culture and mindset with the backing of Abbott a company with a rich history of healthcare innovation. Join us and grow your career as you help Abbott shape the future of healthcare.

As the Senior Customer Service Manager you will report to Lingos Director of Customer Success. This role leads the launch of a new customer service center for Lingo products agent training system setup and inbound contact channels. It combines strategic and hands-on responsibilities to drive customer-centric service excellence manage VIP accounts analyze performance metrics and collaborate cross-functionally to improve processes and support new product rollouts.

The Senior Customer Service Manager will frequently travel to Mexico and could stay up 1-3 weeks each time.

WHAT YOULL DO

• Launch new customer service center based in Mexico supporting Lingo products and order fulfilment for the USA. This will include managing external supplier relationship training of agents setting up Unity system for handling complaints and establishing inbound contact channels.

• Provide strategic insights to drive best in class consumer customer service. ServeasaresourceforVIP accounts set-up;supportthedevelopmentofandmonitorprocess and calibrates with tier 2 staff and contact centerto ensure consistent analysis and feedback.

• Work with internal teams on new products and processes ensuring all training is updated.

• Lead and coordinate the internal Lingo related customer service team third customer service teams and partnerships.

• Ensure all data is captured reported and analysed. Work with internal teams to be the voice of the customer.

• Hands-on as well as strategic involvement in all aspects of customer service.

• Set and maintains key performance indicators. Investigateany service level discrepancies as well as process gaps and take corrective action to ensure continuous process improvement.

• Responsibleformetricanalysisandcreationofactionplanstoensuresustainable improvementsinbuildingand maintainingacustomer-centricculture.

• Leadandparticipateoncross-functionalteamstofurtherthestrategicobjectivesoftheorganization.

• Improve customer service quality levels and documentation quality results by studying evaluating and re-designing processes; establish and communicate service metrics; monitoring and analyzing results.

• Accomplish customer service external supplier human resource goals by planning reviewing and optimizing staffing levels; enforcing policies and procedures.

• Work with external supplier to forecast contact volumes.

• Ensure accurate budget planning for internal customer service organization as well as external supplier.

• Work with international customer relations teams and others to identify problem areas evaluate options and propose solutions that are operationally and financially feasible.

Qualifications

• Bachelorsdegreeorequivalentexperienceanddemonstratedcompetenceisrequired.

• Minimum 10 years ofexperienceinorwithaContact Centerenvironmenttodevelopthecompetence requiredtomeettheskillsandresponsibilitiesoftheposition.

• PriorContact Centeroperationsknowledgeandexperienceincludinganunderstandingoftechnologysystemsformission-criticaloperations;awarenessandeffectiveutilizationofcriticalContact Centermetricsandtheir inter-relationshipsinbalancingproductivityandcontact qualityContact flowshand-offsandcontacthandling processes.

• Process implementation and improvement including contact management systems.

• Strong data analytical skills action oriented and strong analytical skills.

• Abilityandaptitudetolearnandassimilatetechnicalinformation; abilitytocomprehendbusinessstrategyandtranslatebusinessobjectivesintoactionableplansandtactics forthedepartment.

• Abilitytodevelopandbuildtheskillsandabilitiesofdepartmentstafftodrivecontinuousimprovementin key performance.

• Abilityandaptitudetousevarioustypesofdatabasesandcomputerprogramstoachievegoals.

• Abilitytoconvey communications clearly concisely and accurately; strongorganizationalandplanningskills.

• Abilitytoformanddevelopinterpersonalprofessionalrelationships;displaysociallyandprofessionally appropriatebehavior;demonstratedinitiativecritical-thinkingandproblem-solvingskillsprojectmanagementskillsnegotiation andleadershipskills.

Preferred

• Proven project management skills involving 3rd party suppliers

• Medical device background

• Contact Centre experience in consumer business

• Excellent MS Office skills and general interest in and good understanding of IT systems

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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