Senior Customer Service Manager
AbbottAbout the role
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.
- 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 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 Alameda, CA in our Lingo Division.
Meet Lingo, a new biosensing technology that provides users a window into their body. Lingo tracks key biomarkers – such as glucose, ketones, and lactate – to help people make better decisions about their health and nutrition. Biowearable technology will digitize, decentralize and democratize healthcare, enabling consumers to take control of their own health. Personalized healthcare is the future. Working on Lingo, you will help build a next-generation technology that enables individuals to make decisions about how to improve energy, lose weight or enhance athletic performance. The Lingo team embodies a start-up culture and mindset with the backing of Abbott, a company with a rich history of healthcare innovation. Join us and grow your career as you help Abbott shape the future of healthcare.
As the, you'll Senior Customer Service Manager position will report to Lingo's Director of Customer Success. This role leads the launch of a new customer service center for Lingo products, agent training, system setup, and inbound contact channels. It combines strategic and hands-on responsibilities to drive customer-centric service excellence, manage VIP accounts, analyze performance metrics, and collaborate cross-functionally to improve processes and support new product rollouts.
The Senior Customer Service Manager will frequently travel to Mexico for up to 12 months and could stay up 1-3 weeks each time.
WHAT YOU’LL DO
Launch new customer service center based in Mexico, supporting Lingo products and order fulfilment for the USA. This will include managing external supplier relationship, training of agents, setting up Unity system for handling complaints and establishing inbound contact channels.
Provide strategic insights to drive best in class consumer customer service. Serve as a resource for VIP accounts set-up; support the development of and monitor process and calibrates with tier 2 staff and contact center to ensure consistent analysis and feedback.
Work with internal teams on new products and processes, ensuring all training is updated.
Lead and coordinate the internal Lingo related customer service team, third customer service teams and partnerships.
Ensure all data is captured, reported, and analysed. Work with internal teams to be the voice of the customer.
Hands-on as well as strategic involvement in all aspects of customer service.
Set and maintains key performance indicators. Investigate any service level discrepancies as well as process gaps and take corrective action to ensure continuous process improvement.
Responsible for metric analysis and creation of action plans to ensure sustainable improvements in building and <
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