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Abbott · 7 hours ago

Manager, Global Service Excellence Operations

Alameda, CA

Full-time

Onsite

Mid, Senior Level

$128K/yr - $256K/yr

5+ years exp

Abbott is a global healthcare leader that helps people live more fully at all stages of life. The Manager, Global Service Excellence Operations will lead strategic initiatives to optimize customer service delivery across regions, driving operational excellence and enhancing service quality. This role involves overseeing global customer service operations, managing projects, and fostering a culture of continuous improvement to build customer trust and loyalty.

BiotechnologyEmergency MedicineGeneticsHealth CareHealth DiagnosticsManufacturingMedicalMedical DeviceNutritionPharmaceutical

H1B Sponsor Likely

Responsibilities

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

Qualification

Customer service managementProgram developmentData-driven decision-makingCross-functional leadershipContact Registration SystemsRegulatory environments knowledgeStakeholder managementAnalytical skillsCommunicationTeam management

Required

Bachelor's degree in a technical, scientific or business 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

Benefits

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 bachelor’s degree.

Company

Abbott

Glassdoor3.8

Abbott is a healthcare company that produces diagnostic kits, medical devices, nutritional products, and branded generic medicines.

Founded in 1888

Illinois City, Illinois, USA

10001+ employees

https://www.abbott.com

H1B Sponsorship

Abbott has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

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2021 (1)