Project Manager, Global Service Business Operations

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:

Project Manager, Global Service Business Operations

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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 a 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 worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

At Molecular Diagnostics, we realize the potential of personalized care as the laboratory’s most trusted and preferred source for molecular diagnostic solutions. We are a division of Abbott Laboratories, a global, diversified healthcare innovator with a legacy of pioneering work in medical diagnostics.

The position of Project Manager, Global Service Business Operations​ within our Molecular Diagnostics Business Unit located in Lake Forest, Illinois.  This role is responsible for leading and executing complex, cross-functional projects that drive operational excellence across the global service and support organization. This role applies project management best practices to improve efficiency, streamline processes, and ensure successful delivery of strategic initiatives.

Additionally, this role will define and implement a global framework for instrument and assay installations, standardizing project management tools and processes across regions. The framework will support cross-functional coordination with demand planning, logistics, and commercial teams, and will enable consistent milestone tracking from pre-installation through go-live. The Project Manager will partner with area project managers to deploy this framework, drive continuous improvement, and ensure timely execution with a strong focus on customer centricity.

What You’ll Work On

• A key responsibility includes ownership of the Net Promoter Score (NPS) program—managing end-to-end processes, analyzing customer feedback data, and driving cross-functional action plans to enhance customer experience.
• Lead and manage strategic projects that enhance global service business operations, improve efficiency, and elevate customer experience.
• Develop and manage comprehensive project plans, including scope, timelines, budgets, resources, and risk mitigation strategies.
• Monitor project performance, identify risks and issues, and implement corrective actions to ensure successful delivery.
• Facilitate cross-functional collaboration and communication across global teams, ensuring alignment with business objectives and project milestones.
• Prepare and deliver clear, concise updates and presentations to leadership and stakeholders.
• Ensure integration of new initiatives with existing programs and long-term business strategies.
• Own and drive the Net Promoter Score (NPS) program, including process governance, data analysis, reporting, and cross-functional action planning.
• Define and implement a standardized global framework for instrument and assay installations, including project management tools and milestone tracking from pre-installation through go live.
• Collaborate with cross-functional teams (e.g., demand planning, logistics, commercial) to align implementation processes and ensure seamless execution.
• Partner with regional project managers to deploy the global framework, support adoption, and drive continuous improvement of implementation processes.
• Foster a high-perfor