Abbott Senior Manager, IT Business Relationship Management, Customer Service 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.

Over the past few years, Abbott has undertaken a dynamic transformation spanning its innovative products to its technology infrastructure. With leading medical devices like Xience Sierra, FreeStyle Libre and CardioMEMS, among others, Abbott and the patients we serve live in an increasingly advanced world. Moreover, Abbott’s strategic acquisitions in 2017 of St. Jude Medical and Alere have amplified the breadth and complexity of its business.

Abbott is seeking a Senior Manager BRM to lead a commercial technology segment within the company's rapidly growing diabetes care group. This individual will be responsible for the IT portfolio in support of Global Customer Service. Candidates should understand call centers business processes, technology interactions, sales, marketing, quality and post-market surveillance as well as other related business and software life cycle processes in regulated industries. Individual should have a keen understanding of key operational metrics and performance indicators used, and have real-world experience implementing Salesforce Service Cloud.

Core Responsibilities:

  • Day-to-day divisional technical leader of the Global Customer Service portfolio of products.

  • Drives successful project execution through a cross-functional Agile team.

  • Ensures the portfolio enhances organizational strategy through successful, consistent and predictable delivery of programs, projects and applications. Achieves this supported by a staff which partners with the business and corporate IT, has excellent understanding of the business processes, is aware of the evolution of technologies, and considers regulations relevant to the business area.

  • Proactively identifies areas of opportunity to apply IT for new business opportunities, process improvements, and cost efficiencies.

  • Provides insight to the business units on how to best develop and leverage IT capabilities for the organization.

  • Champions change and innovation. Stimulates creativity and innovation in others while being open to new ideas and supporting those who initiate change and take risks.

  • Recommends solutions assuring fit with business unit direction, strategy and priorities.

  • Collaborates with unit management and global BRM, on the portfolio of programs, projects, and applications, and ensures that long range planning and budgets are aligned.

  • Continually looks for opportunities for cost reductions and cost avoidance.

  • Directly manages up to 4 Business Analysts, and 60 indirect reports and project staff.

Minimum Qualifications:

  • Bachelor degree in computer science, business administration or equivalent business experience.

  • 10+ years of IT or business experience in large or mid-sized corporation, preferably within the Healthcare industry.

  • Broad IT or business expertise in various disciplines like application development or cloud infrastructure.

  • Experience with large scale Salesforce Service Cloud implementations.

Preferred Qualifications:

  • Have successfully worked with a SCRUM Agile team, helping the business Product Owner size and prioritize business stories and ensuring the team is adhering to Agile principles.

  • Additional experience in setting IT or business strategy and business IT alignment. Strong project management skills.

  • Knowledge of field sales effectiveness platforms, solutions and business processes.

  • Experience in Enterprise analytics tools and technologies.

  • Direct experience leading governance boards of large multi-disciplinary projects.

  • Strong interdisciplinary, and excellent intercultural influence, and networking skills.

  • Strong influence and negotiating skills. Experience leading teams - both with direct staff and indirect project teams.

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