Senior Director IT Business Relationship Management, Commercial, Digital and 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:

The Sr. Director IT Business Relationship Management is responsible for leading the global commercial strategy, digital transformation initiatives, and customer service operations for Abbott Diabetes Care. This role will drive the integration of digital solutions to enhance customer experience, optimize commercial operations, and ensure the delivery of exceptional customer service across all regions.

Commercial Strategy: Develop and implement a global commercial strategy that aligns with the company’s business objectives and market opportunities. Drive revenue growth through innovative sales and marketing initiatives.

Digital Transformation: Lead digital transformation projects to enhance customer engagement, streamline operations, and leverage data analytics for informed decision-making. Champion the adoption of new technologies and digital tools.

Customer Service Excellence: Oversee global customer service operations, ensuring high levels of customer satisfaction and efficient resolution of customer inquiries and issues. Implement best practices and continuous improvement initiatives.

Cross-Functional Collaboration: Collaborate with other senior leaders, including IT, R&D, and regulatory teams, to ensure alignment of commercial, digital, and customer service strategies with overall business goals.

Regulatory Compliance: Ensure all commercial, digital, and customer service activities comply with relevant regulations and standards, particularly those specific to the medical device industry.

Innovation and Change Management: Foster a culture of innovation and continuous improvement. Encourage creativity and support initiatives that drive change and enhance business outcomes.

Stakeholder Management: Build and maintain strong relationships with key stakeholders, including customers, partners, and internal teams. Represent the company at industry events and forums.

Budget Management: Oversee the budget for commercial, digital, and customer service functions, ensuring efficient allocation of resources and achievement of financial targets.

Team Leadership: Lead and develop a high-performing team. Set clear expectations, provide coaching and feedback, and promote a positive and collaborative work environment.  Deliver a quality set of integrated global services with adherence to standard processes, tools, and service levels. Review Statements of Work, Contracts, Requests for Capital Expenditure, Organic Execution Model (OEM)/Financial Plan Submissions.

Supervisory/Management Responsibilities:

Directly manage a team of Directors and leads across commercial, digital, and customer service functions.

Oversee a broader team of indirect reports and project staff.

Position Accountability / Scope:

Operate with broad goals and objectives, making strategic decisions that impact the global commercial, digital, and customer service functions.

Ensure alignment of strategies and initiatives with overall business objectives.

Manage initiatives that span multiple regions and cultures, impacting a large user base and significant revenue streams.

EDUCATION AND EXPERIENCE YOU’LL BRING 

• 15+ years of experience in commercial, digital, and customer service roles within the healthcare or medical device industry.
• 10+ years of experience managing globally diverse teams in a large global enterprise
• Executive presence and acumen for navigating strategic discussions with executive business leadership.
• Proven experience managing large digital transformation programs for global and complex projects that incorporate integration of functions and technologies. This position oversees at one time, many high visibility projects, products, and processes.
• Experience working with IT vendors and suppliers.
• Ability to bring insight, knowledge, best practices, and feedback to strategic discussions.
• Excellent presentation, communication, negotiation, influence, and collaboration skills.
• Demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally.
• Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments. This position requires considerable balan