Manager, US Customer Service & Sales Operations, EP

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:

Manager, US Customer Service & Sales Operations, EP

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

This role supports our Electrophysiology (EP) commercial team our of our St Paul, MN location. Abbott’s Electrophysiology division is at the forefront of diagnosing and treating heart rhythm disorders. We develop innovative technologies that help physicians restore patients’ cardiac health and improve quality of life. Our EP portfolio includes advanced mapping systems, ablation catheters, and diagnostic tools that support minimally invasive procedures. With a strong focus on clinical outcomes and physician collaboration, we are committed to shaping the future of cardiac care.

What You’ll Work On

The Manager, US Customer Svc & Sales Operations, EP will serve as a strategic partner to the US EP commercial organization, leading efforts to optimize call center operations, sales support, and order management processes. This role requires a proactive and service-oriented leader who can drive cross-functional collaboration, enhance customer experience, and deliver scalable solutions that support global business growth.

As a key contributor to customer operations, the manager ensures consistent and reliable execution of service programs, order fulfillment, and support initiatives. They champion data-driven decision-making and continuous improvement through performance analytics, automation, and process standardization. The role also upholds compliance and data integrity across all customer touchpoints, reinforcing operational excellence and accountability.

Through strong leadership and operational stewardship, the Customer Service Manager helps shape a responsive, efficient, and customer-centric support organization.

KEY RESPONSIBILITIES:

• Leading and developing the customer service team: This includes hiring, training, and guiding customer care representatives to maintain a high level of product and pricing knowledge, ensuring courteous, professional, and timely handling of inquiries and requests from sales, distributors, and customers.

• Driving a customer-centric culture: Transforming a product-focused organization into one that prioritizes service excellence is crucial, requiring a focus on continuous improvement and enhancing the overall customer experience.

• Complaint Handling and Reporting: Establishing and maintaining procedures for handling and reporting customer complaints in compliance with FDA regulations is essential in the medical device industry.

• Performance Management and Metrics: Defining, setting, and managing realistic expectations for service delivery and agent performance targets, measuring performance against key performance indicators (KPIs), and coaching agents to achieve those targets is vital.

• Utilizing Technology: Employing tools like Five-9 and SAP platforms and data analysis tools to manage interactions, track performance, and identify areas for improvement.

• Managing High-Pr