Manager, Global Customer Service Learning

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.

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, 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.

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.

We are seeking a visionary Manager, Global Customer Service Learning to lead the transformation of customer service agent training across global markets. This role will design and implement innovative, data-driven learning programs that empower agents to deliver exceptional customer experiences.

The ideal candidate will be passionate about modern learning methodologies, digital enablement, and performance improvement. They will collaborate cross-functionally to build scalable, personalized learning journeys that drive agent engagement, skill mastery, and operational excellence.

This is an onsite opportunity in Alameda, CA.

• Develop and execute a global learning strategy tailored to customer service agents, integrating modern instructional design, microlearning, and adaptive learning technologies.

• Direct all training and development activities to ensure they are conducted efficiently, cost‑effectively, and in accordance with the organization’s policies and standards.

• Analyze and identify the training and development needs of employees. Embed learning into daily agent workflows using tools like Salesforce, knowledge bases, and digital assistants to support just‑in‑time learning.

• Develop an overall training plan to meet the current and planned Customer Service requirements of the organization. Create immersive onboarding experiences and continuous learning paths that accelerate time‑to‑proficiency and support career growth.

• Develop, deliver, and evaluate training programs and curriculum so skills and performance of employees and customer service agents around the world meet the organization’s requirements.

• Define and track KPIs such as learning engagement, proficiency, customer satisfaction, and resolution time. Use insights to continuously improve learning programs.

• Liaise with area managers to develop and implement training, development, and succession plans that are appropriate for their business needs and consistent with the overall training strategy. Partner with Customer Service, Knowledge Management, Product, and Quality teams to align learning initiatives with business goals and customer needs.

• Select and manage ongoing relationships with external consultants and training providers. Oversee the selection, implementation, and optimization of learning technologies and external training providers.

• Stay current on developments and innovations in training and education in the industry sector so the organization’s training activities remain relevant. Utilize…