Manager, Global Service Excellence Operations

Manager, Global Service Excellence Operations

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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. We’re 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.

• 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 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.

This Manager, Global Service Excellence Operations position works out of our Alameda, CA office.

As the Global Customer Service Operations Manager, you will lead strategic initiatives to optimize customer service delivery across regions. You’ll be responsible for driving operational excellence, enhancing service quality, fostering a culture of continuous improvement, and aligning global customer‑centric processes to build customer trust and loyalty.

• Oversee global customer service operations to ensure consistent service delivery across regions.
• Provide leadership and planning to manage scope, objectives, and deliverables for major projects and subprojects.
• Lead initiatives to streamline processes, optimize service delivery, and implement scalable systems that support global expansion and ensure compliance.
• Update Senior Management, project steering committee, business managers and project stakeholders regarding project status, resource needs, and project risks.
• Consolidate input from multiple areas and project managers for related projects.
• Develop and monitor KPIs to track regional performance and drive data‑informed decisions.
• Identify and implement process improvements to increase efficiency, reduce costs, and enhance customer satisfaction.
• Develop and implementation plan; conduct risk assessments and develop contingency plans and strategies to accommodate unforeseen events.
• Translate customer needs into project or program‑level specifications and develop solutions for strategic business challenges.
• Partner with Customer Service, Commercial, Marketing, Quality, and IT leaders to align operations with broader business strategies.
• Ensure projects integrate effectively with existing programs to achieve long‑ and short‑term business goals.
• Recognize broader implications of actions on outcomes, systems, and business strategy.
• Direct technical and support personnel, leveraging internal and external expertise; act as the voice of the customer to influence process and technology improvements.
• Hire, manage, mentor, and develop team members; create a collaborative work environment and coach across diverse projects.
• Accountable for total project scope and timely completion.

• Bachelor’s degree in a technical, scientific or business discipline.
• Minimum 5 years of relevant experience in customer service and program development within a highly regulated environment, ideally in medical device or similar regulated industry.
• Minimum 2 years of management experience
• Proven success in managing global teams and implementing service transformation initiatives.
• Strong…