Jobs and Careers

Senior Specialist, Customer Service Systems

United Statesfull_timeVerifiedPosted 16 Mar 2026

💰 $228,000/yr($114,000/yr – $228,000/yr)

About the role

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 115,000 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

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.

Abbott’s Diabetes Care division is seeking a Senior Specialist, Customer Service Systems to join our dynamic Customer Service team based in the Alameda, CA headquarters. This is a critical role for supporting and advancing the technology ecosystem that enables Customer Service operations. This position acts as the liaison between Customer Service, IT, GCx, and cross-functional partners, ensuring that systems, tools, and processes are optimized to support best in class customer experience, agent experience, operational efficiency, and regulatory compliance.

What You’ll Work On

Understands division's vision, goals, and strategies
Identify and define business requirements: This involves working with customer service team, and/or contact center staff to understand their workflows, identifying pain points, and defining new processes that optimize the agent and customer experience.
Understand and analyze complex business or technical issues, propose solutions, assess options, and influence decisions.
Support the design and implementation business systems and processes: This may include designing workflows and communicating contact center needs such as changes to customer relationship management solutions (CRM, Salesforce), telephony systems, customer facing solutions, etc., to ensure that they meet the needs of the business.
Stakeholder communicating: Work with business leaders, IT staff, and other stakeholders to ensure that the contact center systems and processes are aligned with business goals.
Monitoring and optimizing performance: Manage internal dashboard and reports. Analyze data to identify areas of improvement and optimize contact center systems and processes to improve agent and customer experience.
Project management: Lead cross-functional teams to implement enhancements, new solutions, business initiatives, etc.
Manage change and drive innovation and continuous improvements
Responsible for compliance with applicable Corporate and Divisional policies and procedures.