Customer Engagement Manager

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:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.

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 is an onsite opportunity in the Abbott Diabetes Care Division. We are helping people with Diabetes lead healthier, happier lives.   As a global leader in diabetes care, Abbott is constantly working to deliver the highest quality products and unwavering support to our customers.  Consistent and accurate glucose monitoring is the foundation of any diabetes management plan, so we’re committed to continuous improvement in the way patients and professionals measure, track and analyze glucose levels.

As a Customer Engagement Manager, this position reports to the Customer Engagement Director, Global Customer Experience. The goal of GCX is a unified, consistent, and best-in-class customer experience. This position is responsible to execute the customer engagement activities for their assigned region in alignment with GCX strategy and business priorities. The goal is to execute, initiate and contribute to customer engagement activities across the customer experience blueprint and signature moments leading to increased customer acquisition and retention.   This position will drive initiatives to support a customer-centric culture throughout the area by working closely with 
global & area management and operational teams.   This is an onsite opportunity in Alameda, CA.
 

What You’ll Do

• Execute the customer engagement strategy for assigned area in alignment with the GCX strategy and area business priorities. 
• Be the advocate of area’s needs ensuring that needs are well articulated during intake & discovery process and GCX solutions are delivering value to address business priorities. 
• Partner with regional/country stakeholders including Marketing, IT/BTS, Customer Service Operations, Regulatory, Legal, Privacy and Compliance to enhance ways of working, translate upfront business needs and implementation of GCX country/regional GXI pilot/and or prototype programs. 
• Work cross-functionally to address gaps, concerns, and other issues that might compromise a best-in-class customer experience and engagement in assigned areas.
• Engage in agile ways of working and partner with Global Business Solutions Managers & Global Product Owners in the rapid prototyping, testing & learning of pilot solution/service in assigned area. 
• Execute omni-channel customer engagement go-to-market for assigned area, including workshops to cocreate customer experience processes, journey maps, solution/service blueprints, and cross-functional ways of working ensuring insights-based customer-centricity drives decision-making.
• Collaborate with global/area stakeholders to innovate new digital solutions that continue to elevate customer engag