Director, Customer Service

## Director, Customer Service Candidatar-se:
United States  Alameda :
Plaza 6 Building:
Tempo Integral:
Publicado hoje:
Data de término: 30 de outubro de 2026 (30 dias restantes para se candida tar):
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 122,000 colleagues serve people in more than 160 countries.

Descritivo de Cargo
** 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
* 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  
** The Opportunity
** The Director, Customer Service functions in a critical senior leadership role responsible for customer experience strategy, service operations excellence, and digital transformation across customer support channels at an area level. This leader will drive the adoption of AI-enabled service capabilities, automation, analytics, and self-service solutions to enhance customer outcomes, increase operational efficiency, and support business growth while overseeing contact center operations handling millions of customer interactions annually.

This role is with Abbott Diabetes Care (ADC) based at our divisional headquarters in Alameda, CA.  
** Work You’ll Work On
** Oversee all aspects of customer support operations, including but not limited to, contact management, complaint handling, training and service quality, supplier management, warranty and return logistics, technical support, customer implementation and launch support for all ADC products and services.  
* Ensure that contact center operations are aided in their mission to provide a differentiated and exceptional customer experience in compliance with Abbott’s Quality System.
* Ensure that Area Customer Service and BPO vendor partner(s) meet and exceed business goals by directing an organization of both in-house and outsourced partner vendors.
* Provide leadership across a broad range of Customer Service, Business Process Outsource rs (BPOs) and Technical Service teams and are responsible for a multi-million-dollar budget.
* Attract, lead and develop talent at group level to deliver excellence through highly effective coaching and leadership.
* Act as a change agent in the organization by influencing leadership as to the importance of the service organization and acceptance of the customer experience service strategy.
* Manage BPO performance with accountability for key conversational metrics including SLAs, AHT, CSAT, NPS, quality, cost to serve and similar performance indicators.
* Operating as liaison between Abbott’s Diabetes Care home office functions (Marketing, Finance, HR, Legal, Quality, R&D, and Field Sales, IT) and Senior Leadership as it pertains to service, voice of customer, product launches, digital service…