Manager, Global Service Excellence Operations
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Job Location:
Alameda, CA - USA
Monthly Salary:
$ 128000 - 256000
Posted on:
2 days ago
Vacancies:
1 Vacancy
Job Summary
JOB DESCRIPTION:
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.
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 forfree medical coverage in ourHealth Investment Plan (HIP) PPOmedical 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
ThisManager Global Service Excellence Operations position works out of our Alameda CA office.
As the Global Customer Service Operations Manager you will lead strategic initiatives to optimize customer service delivery across regions. Youll be responsible for driving operational excellence enhancing service quality fostering a culture of continuous improvement and aligning global customer-centric processes to build customer trust and loyalty.
What Youll Work On
Oversee global customer service operations to ensure consistent service delivery across regions.
Provide leadership and planning to manage scope objectives and deliverables for major projects and subprojects.
Lead initiatives to streamline processes optimize service delivery and implement scalable systems that support global expansion and ensure compliance.
Update Senior Management project steering committee business managers and project stake holders regarding project status resource needs and project risks.
Consolidate input from multiple areas and project managers for related projects.
Develop and monitor KPIs to track regional performance and drive data-informed decisions.
Identify and implement process improvements to increase efficiency reduce costs and enhance customer satisfaction.
Develop and implementation plan; conduct risk assessments and develop contingency plans and strategies to accommodate unforeseen events.
Translate customer needs into project or program-level specifications and develop solutions for strategic business challenges.
Partner with Customer Service Commercial Marketing Quality and IT leaders to align operations with broader business strategies.
Ensure projects integrate effectively with existing programs to achieve long- and short-term business goals.
Recognize broader implications of actions on outcomes systems and business strategy.
Direct technical and support personnel leveraging internal and external expertise; act as the voice of the customer to influence process and technology improvements.
Hire manage mentor and develop team members; create a collaborative work environment and coach across diverse projects.
Accountable for total project scope and timely completion.
Required Qualifications
Bachelors degree in a technical scientific orbusiness discipline.
Minimum 5 years of relevant experience in customer service and program development within a highly regulated environment ideally in medical device or similar regulated industry.
Minimum 2 years of management experience
Proven success in managing global teams and implementing service transformation initiatives.
Strong cross-functional leadership skills with the ability to influence and collaborate across marketing IT compliance and regional teams.
Excellent communication and stakeholder management skills.
Strong analytical skills and expertise with data-driven decision-making.
Thorough understanding of business internal systems and procedures
Has successfully led several significant projects from beginning to end.
Demonstrated technical skills and experience with contact Registration Systems (e.g. Salesforce Zendesk SAP) and management judgment appropriate to the project.
Preferred
Demonstrated ability to translate business needs into technical requirements ensuring alignment between strategy execution and system capabilities.
Deep understanding of regulatory environments (FDA ISO etc.) and quality systems
At ease in a fast-paced environment working with minimal supervision while interacting with senior and executive leadership.
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 and @AbbottGlobal.
The base pay for this position is
$128000.00 $256000.00In specific locations the pay range may vary from the range posted.
JOB FAMILY:
Customer Service
DIVISION:
ADC Diabetes Care
LOCATION:
United States > Alameda : 1360-1380 South Loop Road
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Yes 10 % of the Time
MEDICAL SURVEILLANCE:
Not Applicable
SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day) Keyboard use (greater or equal to 50% of the workday)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:
Manager
Key Skills
- Customer Service
- ABAP
- Apps
- Electronics Engineering
- Large Account Management
- Client Services
About Company
WHO WE ARE CREATING LIFE-CHANGING TECHNOLOGY From removing the regular pain of fingersticks as people manage their diabetes to connecting patients to doctors with real-time information monitoring their hearts, from easing chronic pain and movement disorders to testing half the world’s ... View more
