Program Manager, Customer Service Quality

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:

Working at Abbott 

At Abbott, you can do work that matters, grow, and learn, care for yourself and 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. 

• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO 

• An excellent retirement savings plan with 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 around the world 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 a best place to work for diversity, working mothers, female executives, and scientists.  

 

The Opportunity  

This position works out of our Alameda, CA location in the Diabetes Care division where we are focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology. 

As the Program Manager, Customer Service Quality you will be responsible for implementing and maintaining quality systems compliance with the Customer Service organization and its strategic partners, ensuring compliance with all external and internal requirements (i.e., FDA, ISO, Product Quality, Ethics and Compliance). Ensure services offered are providing an excellent customer experience while achieving compliance and operational KPI requirements. Act as source of superior knowledge on all relevant policies, procedures, and products; both internally and to our strategic partners. Supports Customer Service management on essential business projects.

What You’ll Work On 

• Functions as the subject matter expert for the Customer Service quality program

• Assists call centers in understanding and deployment of quality system requirements/policies

• Interfaces with site quality management and commercial management as required

• Develops and manages projects, deliverables, and timelines

• Aligns projects with CS strategies and removes barriers to project completion

• Prepares and presents project progress reports to management team

• Creates and maintains quality procedures for customer service functions

• Ensure external vendors maintain appropriate quality procedures documentation to support quality processes

• Drive continuous improvement through implementation and analysis of service quality metrics, key performance indicators and metrics

• Identify and investigate Customer Service non-conformance (Abbott and Vendor/Supplier) and ensure appropriate investigation and corrective action

• Functions