Abbott’s diabetes care division is seeking a Manager, Global Customer Experience to join our Global Customer Experience team which is responsible for the continuous enhancement of our customer service and experience programs that support the FreeStyle Libre system, the world’s #1 continuous glucose monitoring (CGM) solution

What You’ll Work On

The Manager, Global Customer Experience will oversee customer experience planning, analytics, and operations, and develop best in class customer experience standards across multiple customer touchpoints as part of the Global Commercial team.

Main Responsibilities:

• Evaluate customer experience and customer service operation improvement opportunities, prepare business cases, present preferred options, and gain alignment from key stakeholders and service leadership on chosen option for managing key experience objectives
• Aid in the development of the Customer Experience Strategy by working closely with Customer Service and Consumer Marketing leadership teams to set a vision for customer success and create seamless omnichannel experience to deliver higher customer satisfaction
• Create a Customer Experience Tactical Plan & Road map that prioritizes projects/initiatives that need to be executed with alignment with business objectives
• Identify industry trends and bring the best practice to the customer experience organization
• Demonstrate effective change leadership; builds strategic partnerships to further departmental and organizational objectives
• Effectively identify and mitigate under-performing programs and services. Facilitate efficient management of program lifecycle closures, including ramp-downs
• Anticipate and understand key challenges and opportunities within customer service, identify the root causes and develop plan to address with the customer service leadership team
• Interact with executive level management, customers, vendors and suppliers
• Work cross-functionally to address customer experience challenges and opportunities
• Manage the customer experience analytics platform and leverage cross-channel intelligence to identify and create programs to align brand promise and customer experience
• Improve process in which customer feedback is analyzed to help drive service delivery enhancement and improve efficiency
• Provide feedback and inputs to global customer experience managers by facilitating experience sharing / exchange across the globe
• Responsible for tracking and reporting service optimization status and progress to Management and Senior Staff.
• Coordinate across functional areas, business units, and/or geographies to achieve the company or area goals

Note: This job description describes the principal and main elements of the job. It is a guide to the nature and main duties of the job as they currently exist but is not intended as a wholly comprehensive or permanent representation.

Required Qualifications

• Bachelors Degree in Life Sciences, Medical Technology, Engineering or related fields.
• Technical product expertise across a wide variety of diagnostic products and delivery platforms.
• Knowledge and direct experience in managing operations directly impacted by Quality Systems, cGMP requirements and high-level FDA scrutiny.
• Call Center operations knowledge and expertise, including understanding of technology systems for mission critical operations (phone system); awareness and effective utilization of critical call center metrics and their interrelationships in balancing productivity and call quality; call flows, hand-offs and call handling processes and techniques; and knowledge and experience with evolving call center technologies to optimize operations and improve service levels.
• Diagnostics market knowledge, trends, competitor practices and strategic business drivers and goals, all of which play a direct role in setting and achieving appropriate customer Service Level objectives for their call center.
• Experience in effective resource allocation and negotiations.
• Knowledge of regulations and standards affecting IVDs and Biologics.

Preferred Qualifications