Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

Working at Abbott:

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:

• 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

• Role Description

• 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.

• Business Outcomes

• Improved global customer experience consistency and satisfaction across service channels

• Enhanced service performance visibility through aligned metrics, feedback systems and reporting

• Increased operational efficiency and quality across BPO and internal delivery models

• Strengthened regional service capability through scalable tools, standards and workforce development

• Greater alignment between customer service and enterprise goals in CX, Quality and Commercial functions

• Key Responsibilities & Activities

• 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.

• Key Business Challenges

• Evolving customer service beyond a transactional support function without formal authority over regional teams, while balancing enterprise consistency with local autonomy.

• Aligning regional variability in service delivery with global maturity expectations, shared standards and performance measurement.

• Sustaining operational consistency and quality while introducing new technologies, digital tools, ways of working and other service innovation initiatives.

• Building cross-functional recognition of service data and Voice-of-Customer insights as valuable drivers of enterprise decision-making.

• Enabling service capability development and career progression within decentralized teams and diverse BPO structures.

• Key Success Factors

• Aligns customer service direction with broader enterprise goals to strengthen reputation, trust and growth through service performance.

• Builds scalable systems, tools and routines that support consistent delivery while enabling regional flexibility and innovation.

• Uses service insight to inform workforce development, digital investment and experience design priorities.

• Navigates matrixed global structures by influencing across internal functions and external delivery models.

• Applies operational and sentiment data to drive measurable improvement in service quality, efficiency and experience.

• Critical Experiences

• Leadership of regional or global customer service operations in regulated, multi-market environments, ideally within healthcare, Med Tech, 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.

• Core Competencies

• Enterprise Thinking: Connects customer service priorities to broader enterprise goals, supporting strategic alignment across Commercial, Quality, Product and Experience functions.

• Stakeholder Influence & Alignment: Builds trusted relationships and secures buy-in across global and regional teams to advance service transformation initiatives.

• Customer-Centric Service Design: Applies customer insight to inform scalable service models that improve experience, satisfaction and brand reputation.

• Operational Excellence: Ensures high-quality, efficient service delivery through data-driven performance management, continuous improvement and operational discipline.

• Digital and Data Fluency: Supports adoption of automation, self-service and AI tools to enhance service efficiency, personalization and insight generation.

• Strategic Partner Management: Oversees service delivery partners and BPOs with a focus on compliance, customer outcomes and performance improvement.

• Capability Development: Advances role clarity, training and leadership development to strengthen global and regional service delivery capability.

• Change Leadership: Guides teams through operational and cultural change, maintaining clarity, consistency and engagement across a distributed workforce.

The base pay for this position is
$197,300.00 – $394,700.00In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Sales Support & Administration:

DIVISION:

ADC Diabetes Care:

LOCATION:

United States > Alameda : 1360-1380 South Loop Road

ADDITIONAL LOCATIONS: ##WORK SHIFT:
Standard

TRAVEL:

Yes, 10 % of the Time

MEDICAL SURVEILLANCE:
Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

• EEO is the Law link

• English: http://webstorage.abbott.com/common/External/EEO_English.pdf

• EEO is the Law link

• Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf