Global Product Owner, Automation

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

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. In order 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.

Our Diabetes Care division has a pipeline with products that are squarely focused on the consumer. With revenue of >$5B in 2023, is a global leader in providing life changing technology for the management and treatment of people living with chronic conditions including Diabetes.

As Global Product Owner, Self Service, this position reports to the Director, Operational Automation and will be part of the Global Experience Operations (GXO) team in GCX. The goal of GCX is a unified, consistent, and best-in-class customer experience. This position is responsible for the overall strategy & roadmap for the defined product/service by taking a holistic approach of product development from long-term strategy to tactical implementation of features/functionalities to drive excellent customer-centric experience. 

What You'll Work On

Responsible as global product owner for customer service’s automation solutions to drive agent efficiency/empowerment and achieve business objectives of increasing customer lifetime value and cost savings.

Within the overall customer experience vision, define the operational automation strategy and long-term goals whilst keeping abreast with market trends, competition, and business objectives.

Be the subject-matter-expert of defined product with deep understanding of the product/service and its value to the Customer as well as organizational impact.

Define the product roadmap and own the product/service innovation that includes understanding the Customer Experience Roadmap and signature moments.

Translate roadmap and vision into actionable tasks with detailed features and functionalities requirement documentation, backlog management, delivery timeline, and working closely with Global Business Solutions Managers and IT delivery partners to bring the product/service to life.

Work seamlessly within Global Experience Operations and with other Global Product Owners, cross-functional partners to ensure consistency and alignment of purpose to attain the GCX goal of unified and best-in-class customer experience.

Act as a primary point of internal contact for strategic initiatives for automation within global customer service organization and routinely communicate product progress, updates and changes to stakeholders, leadership, and internal development teams.

Work closely with Global Business Solutions Managers to adopt agile ways of working to rapidly innovate products/services

Required Qualifications

• Associate's degree in business or a related field such as Product Design,