Group Product Manager, Customer Experience

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 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  

The healthcare landscape has dramatically evolved during the last several years. Consumers expect to have more control over their information and care decisions in a personalized and accessible environment. To be successful in this space, it is imperative Abbott creates a best-in-class customer experience through a leading digital ecosystem that is personalized and builds trust across all of Abbott’s channels. 

 

The Group Product Manager, Customer Experience, reports to the Director of Global Customer Experience Technology Enablement. This role leads the strategy and roadmap for delivering a unified, consistent, and best-in-class experience in support of both customers and service agents. Focused on the Salesforce Service Cloud ecosystem, the position takes a holistic approach to product development, from long-term strategic planning to discovery and definition of features that create value. The Group Product Manager will directly oversee a small team of product managers while also serving as an individual contributor on high-impact initiatives. 

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What You’ll Work On 

• Champion the Voice of the Customer & Agent: Become the go-to expert on our customer service agents, end customers, and the business systems that support them. Leverage this deep understanding to craft impactful solutions that delight users and drive global customer service operational excellence. 

• Shape the Future with Data-Driven Strategy: Within the broader customer experience vision, define bold product strategies and mid-term goals grounded in data insights. Stay ahead of the curve by monitoring market trends, competitive dynamics, and evolving business priorities. 

• Lead Digital Transformation with Purpose: Be a catalyst for change-steering the organization through digital transformation by focusing on real problems to solve, not just feature delivery. Foster agile mindsets across teams to accelerate innovation and deliver measurable value within the context of highly-regulated industry. 

• Drive Smart Product Discovery: Optimize discovery processes by owning value and viability testing. Empower cross-functional teams to explore usability and feasibility, ensuring ev