Manager 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:

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 Pleasanton, CA location in the Heart Failure division. In Abbott’s Heart Failure (HF) business, we’re developing solutions to diagnose, monitor and manage heart failure, allowing people to restore their health and get on with their lives.
 

As our Customer Service Manager, you will play a critical role in execution of our support strategy for the Heart Failure Division.

You will lead two support teams:

Customer Service Team – Minnesota:

This team executes orders placed for Abbott Heart Failure product lines and transacts the return process for replacement equipment.

Level 1 Technical Support – Pleasanton California

Provide front line support for the CardioMems product line and supporting software.

You will need a background in leading call center teams in a customer facing environment as well as a strong  background in call center metrics.

Managing escalations and expectations will be critical in the success of your role.  You will have demonstrated the ability to develop, communicate and execute your vision resulting in the adoption of practices and tooling that will help strengthen our position as the premier leader in Heart Failure medical devices.

 What You’ll Work On

• Development and execution of support based strategies for new product role out.
• Report out on established department metrics and highlights actions to return to green.
• Responsible for investigating and resolving escalated customer problems
• Establish a comprehensive support strategy and roadmap in partnership with Global Service Team
• Formulates business plans to support new products
• Manages staffing schedules to ensure proper coverage
• Evaluate the current tiers of service of our applications, reliability standards and practices to define steps to continuously improve on them.
• Participate in blameless postmortems on critical incidents and help teams use their learnings to better predict, detect and prevent future issues.
• Establish and lead a supported based community of practice and foster a culture of continuous improvement of system site performance and reliability. Share knowledge and lessons learned across the Digital organization
• Partner with internal departments and support team for rapid resolution of issues
• Build a practice of rapid detection and root cause determination while keeping stakeholders informed. ​

EDUCATION AND EXPERIENCE YOU’LL BRING

Required Qualifications

• 5+ years work experience managing call centers
• Deep understanding call center best practices and metrics

Preferred Qualifications

• Previous employment working in a Med