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Abbott · 6 days ago

Director Customer Service

Alameda, CA

Full-time

Onsite

Director/Executive

$197K/yr - $395K/yr

Abbott is a global healthcare leader that helps people live more fully at all stages of life. The Director of Customer Service will lead global Customer Service operations, ensuring high-quality support and enhancing customer satisfaction through scalable service practices and performance management.

BiotechnologyEmergency MedicineGeneticsHealth CareHealth DiagnosticsManufacturingMedicalMedical DeviceNutritionPharmaceutical

Responsibilities

Lead global Customer Service operations across internal and BPO models to ensure consistent, high-quality support

Translate ADC’s Customer Experience vision and goals into scalable, proactive service practices that enhance satisfaction and trust

Drive performance through shared standards, cross-regional collaboration and continuous improvement

Partner with regional teams to optimize delivery, build capabilities and embed digital and data-driven service models

Advance global service maturity and alignment with enterprise priorities through operational and strategic leadership

Partner with global and regional stakeholders to evolve ADC’s customer service model toward proactive, insight-driven and digitally enabled delivery

Support regional teams and BPO partners to meet high performance standards across quality, consistency and responsiveness

Drive global service maturity by embedding scalable frameworks, tools and practices that support shared goals while respecting regional autonomy

Lead global coordination of service operations, ensuring aligned execution of SOPs, escalations, compliance and performance management

Support the implementation of Voice-of-Customer programs and experience metrics that inform service improvements and strengthen customer trust

Enable digital transformation efforts by supporting rollout of self-service, automation and omnichannel integration initiatives across regions

Guide knowledge sharing and operational learning across markets through playbooks, best practice documentation and service communities of practice

Provide global leadership for external service provider relationships, enabling performance visibility, contract alignment and continuous improvement

Partner with enterprise functions (e.g., Quality, Market Access, Medical Affairs) to strengthen integration between service delivery and strategic priorities

Advance capability-building across global service teams by supporting GSF-based role clarity, learning programs and workforce development pathways

Contribute to global service planning and forecasting cycles, bringing insight into capacity needs, innovation opportunities and cross-market trends

Represent global customer service in enterprise forums to advocate for system enhancements, process alignment and future-facing service investment

Qualification

Customer Service LeadershipBPO ManagementOperational TransformationDigital EnablementData-Driven Performance ManagementStakeholder InfluenceService DesignChange LeadershipCapability DevelopmentStrategic Partner Management

Required

Leadership of regional or global customer service operations in regulated, multi-market environments, ideally within healthcare, MedTech, or adjacent industries

Experience managing BPO relationships and hybrid service delivery models with accountability for quality, performance and customer satisfaction

Track record of operational transformation, including the implementation of service standards, governance structures and capability development initiatives

Demonstrated ability to align customer service with enterprise priorities across functions such as Commercial, Product, Quality and CX

Involvement in digital enablement initiatives such as CRM modernization, self-service expansion and automation

Experience leading or contributing to service maturity evolution across people, process and technology dimensions

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

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