Apply on Employer Site

Abbott · 4 weeks ago

Product Manager, Customer Experience

Alameda, CA

Full-time

Onsite

Mid Level

$114K/yr - $228K/yr

4+ years exp

Abbott is a global healthcare leader that helps people live more fully at all stages of life. The Product Manager for Customer Experience will be responsible for creating a best-in-class customer experience through a digital ecosystem, focusing on holistic product development and driving innovation in customer and call center agent experiences.

BiotechnologyEmergency MedicineGeneticsHealth CareHealth DiagnosticsManufacturingMedicalMedical DeviceNutritionPharmaceutical

H1B Sponsor Likely

Responsibilities

Act as the subject-matter expert for our customers, ensuring solutions help resolve complaints effectively and efficiently during live calls while delivering measurable value for both customers and the organization

Understand call center operations, customer pain points, and business objectives to design AI-driven call center workflow solutions that create value for the customer and business within regulatory guidelines

Help guide the organization through digital transformation with a persistent focus on customer problems to solve, rather than delivery of features requested; Drive adoption of agile ways of working within product teams and stakeholders to rapidly innovate and deliver measurable value

Optimize effective product discovery via accountability to value and viability testing, while facilitating cross-functional product team opportunities to complete usability and feasibility testing

Partner closely with UX teams to design and execute user research that uncovers deep customer insights, ensuring product decisions are grounded in real user needs and behaviors. Collaborate closely with engineering, UX, and data science teams to deliver innovative solutions at speed

Define use cases/user stories and own roadmaps with a focus on modular product/service innovation; ensure that definitions are aligned to needs of the diverse global operations and quality teams within ADC

Drive adoption of modern product practices, including Agile, OKRs, and continuous delivery

Qualification

Product DevelopmentAgile MethodologiesCross-functional CollaborationAnalytical SkillsCloud TechnologiesCustomer ExperienceAI/ML IntegrationCommunication SkillsTeam Player

Required

Bachelor's degree with at least 4 years of related experience

Driving end-to-end tech-based product development, with a proven track record of bringing solutions from conception to market successfully

Deep understanding and experience in a similar role within the Medical/Consumer technology or similar space

Experience working with cross-functional teams in a fast-paced, agile environment, utilizing Scrum project management processes and/or the Product Operating Model framework

Proven indirect product team leadership experience throughout multiple phases of digital transformation

Strong analytical skills : able to collect, assess and derive insights from data to make decisions

Highly proactive, action & solution-oriented; self-driven, hands-on and, comfortable taking ownership

Team-player who enjoys taking on accountability and connecting with people in an international team

Ability to understand and articulate value—both customer and business value—and translate it into actionable product decisions

Ability to collaborate effectively with global stakeholders across multiple time zones and non-traditional work hours

Preferred

Excellent communication skills in English and proficiency in a second language preferred but not a must

Familiarity with cloud technologies, APIs, and scalable architectures; AI/ML integration experience is a strong plus

Experience working with contact center operations or customer support processes is a plus, including understanding pain points and improving agent/customer experience

Benefits

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 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)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2021 (1)