Director Customer 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 114,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Job Description Summary
 

The Director, Global Customer Experience will oversee the global customer experience strategy and planning, insights, and operations and develop best in class customer experience standards in the division.  As a senior member of the Global Commercial Organization leadership team reporting to the Global Commercial Director, the successful incumbent will identify and create global programs to improve customer experience and reduce costs.

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.