Director, Customer Service

United States > Alamedaexecutive

OtherCustomer Service

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Quick Summary

Overview

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,

Technical Tools

OtherCustomer Service

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 122,000 colleagues serve people in more than 160 countries.

What We Offer

~2 min read

Oversee all aspects of customer support operations, including but not limited to, contact management, complaint handling, training and service quality, supplier management, warranty and return logistics, technical support, customer implementation and launch support for all ADC products and services.

✓Ensure that contact center operations are aided in their mission to provide a differentiated and exceptional customer experience in compliance with Abbott’s Quality System.

✓Ensure that Area Customer Service and BPO vendor partner(s) meet and exceed business goals by directing an organization of both in-house and outsourced partner vendors.

✓Provide leadership across a broad range of Customer Service, Business Process Outsourcers (BPOs) and Technical Service teams and are responsible for a multi-million-dollar budget.

✓Attract, lead and develop talent at group level to deliver excellence through highly effective coaching and leadership.

✓Act as a change agent in the organization by influencing leadership as to the importance of the service organization and acceptance of the customer experience service strategy.

✓Manage BPO performance with accountability for key conversational metrics including SLAs, AHT, CSAT, NPS, quality, cost to serve and similar performance indicators.

✓Operating as liaison between Abbott’s Diabetes Care home office functions (Marketing, Finance, HR, Legal, Quality, R&D, and Field Sales, IT) and Senior Leadership as it pertains to service, voice of customer, product launches, digital service experience, support needs, technical issues and special projects for support program development and implementation.

✓Oversee implementing and maintaining the effectiveness of the quality system. Specifically, oversee the management of the complaint intake portion of the quality system for ADC, ensuring integrity of records, operations to policies and procedures.

✓Communicate with Quality and Regulatory Affairs, Global Strategic Marketing, and R&D to ensure a positive impact on customer satisfaction, future sales and product improvements.

✓Measure customer satisfaction and voice of customer on an ongoing basis and work as part of the Commercial team to foster continuous improvement of service and customer experience.

Requirements

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Bachelor's Degree in Life Sciences, Engineering or related technical discipline
Minimum 10 years in any combination of customer service/complaint handling management, implementation management, service operations management, program or project management and consulting
Previous strategic planning, project and people management
Ability to easily manage and be flexible to fluctuations in demand of work and growth; effectively manage by reporting and strategizing on resource needs
Demonstrated experience leading AI-enabled customer service transformation initiatives including conversational AI, agent-assist technologies, speech and text analytics, workflow automation, customer intent modeling, and self-service solutions

Post Graduate work in Business or Healthcare
In-depth expertise in contact center forecasting, scheduling and capacity planning
Strong working knowledge of omni-channel operations (e.g., voice, text, social)
Significant experience managing high volume outsourced contact centers
Experience with cloud-based telephony systems, speech analytics, and Salesforce
Experience defining and executing customer service technology roadmap, including AI platforms, CRM systems, automation solutions, analytics tools, and digital engagement technologies

APPLY NOW

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal

$197,300.00 – $394,700.00

In specific locations, the pay range may vary from the range posted.

Sales Support & Administration

ADC Diabetes Care

United States > Alameda : Plaza 6 Building

Standard

Yes, 20 % of the Time

Not Applicable

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