Abbott Senior Customer Experience Manager - Abbott Diabetes Care in Alameda, California

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

The Senior Manager, Customer Experience will oversee customer experience planning, insights, and operations and develop best in class customer experience standards across multiple customer touchpoints as part of the US Commercial Customer Service team. As a senior member of the leadership team reporting to the Customer Service Director, the successful incumbent will leverage cross channel intelligence to identify and create programs to align brand promise and customer experience.

  • Develop 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 high NPS and 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

  • 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

  • Work with 3rd party partner vendors to ensure optimal contracting and experience delivery

  • Provide feedback and inputs to global customer experience managers by facilitating experience sharing / exchange across the globe

  • Demonstrate effective change leadership; builds strategic partnerships to further departmental and organizational objectives

  • Interact internally and externally with executive level management, customers, vendors and/or suppliers

  • Coordinate across functional areas, business units, and/or geographies in order to achieve the company or area goals

  • Lead and optimize the omnichannel service enhancements including launches, prioritization and execution

  • Evaluate customer service operation improvement opportunities, prepare business case, present preferred options, and gain alignment from key stakeholders and service leadership on chosen option for managing key experience objectives

  • Ensure NPS (Net Promoter Score) metric & goals, achievement of NPS goals, recommend solutions as needed that could improve U.S. NPS, and work with cross-functional teams to impact NPS

  • Work with marketing teams to enhance content to address customer experience challenges and opportunities

  • Create process in which customer feedback is analyzed to help drive service delivery enhancement and improve efficiency

  • Effectively identify and mitigateunder-performing programs and services.Facilitate efficientmanagement of programlifecycle closures, including ramp-downs.

Responsible for tracking and reporting service optimization status and progress to ADC Management and Senior Staff.

Minimum Education:

A Bachelor’s Degree required. Master’s Degree preferred.

Minimum Training and Experience Required:

  • A minimum of ten years operations and supplier management experience in supportservices (ie; call center, loyalty program, reimbursement,e-commerce) management. Ideally in industries that are leveraging digital means of engaging with customers.

  • Minimum 2 years in a strategic leadership role required.

  • Proven experience implementing and adopting operational excellence best practices.

  • Demonstrated ability to drive change management and work successfully in a highly cross functional, matrix organization.

  • Ability to establish a strategic vision/direction, develop innovative solutions to execute vision across internal and external customers.

  • Exceptional influence without authority skills, preferably in healthcare. Previous experience withservice and/or distribution model development and oversight, supplier management, call center,marketing strategy, and business development.Proven abilitytoidentify/define business questions and issues and develop strategic, analytical and financial frameworks to conduct analysis. Proven experience that demonstrates focus on enhancing the customer experience and increasing market or programpenetration.

  • Self-starterthat is assertive, possesses a high degree of self-confidence and intellectual curiosity, and demonstrates good executive presence.

  • Excellent oral and written communication skills

Scope :

  • Collaborate with cross-functional stakeholders and facilitateaccountability for the joint development and implementation of strategies and tacticsto optimize customer experience and/or service performance.

  • Support containment of supplier, call center,back-office support, collateral, distribution and/or other costs.

  • The Senior Manager, Customer Experience reportsinto theDirector of Customer Service. This position also has accountabilitytoprovide periodic objectiveprogram performance reviews and guidance to the DVP Commercial Operations.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com