Program Manager Customer Service Quality

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.
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. Youll 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 bachelors 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
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. Were revolutionizing the way people monitor their glucose levels with our new sensing technology.
As the Program Manager, Customer Service Quality you will be responsible for implementing and maintaining quality systems compliance with the Customer Service organization and its strategic partners, ensuring compliance with all external and internal requirements (i.e., FDA, ISO, Product Quality, Ethics and Compliance). Ensure services offered are providing an excellent customer experience while achieving compliance and operational KPI requirements. Act as source of superior knowledge on all relevant policies, procedures, and products; both internally and to our strategic partners. Supports Customer Service management on essential business projects.
What Youll Work On
Functions as the subject matter expert for the Customer Service quality program

Assists call centers in understanding and deployment of quality system requirements/policies

Interfaces with site quality management and commercial management as required

Develops and manages projects, deliverables, and timelines

Aligns projects with CS strategies and removes barriers to project completion

Prepares and presents project progress reports to management team

Creates and maintains quality procedures for customer service functions

Ensure external vendors maintain appropriate quality procedures documentation to support quality processes

Drive continuous improvement through implementation and analysis of service quality metrics, key performance indicators and metrics

Identify and investigate Customer Service non-conformance (Abbott and Vendor/Supplier) and ensure appropriate investigation and corrective action

Functions as the Customer Service SME for supplier, internal and external audits

Interprets results/recommends options, interprets data

Draws conclusions and recommends options for next steps

Applies technical writing skills to produce reports and documents

Writes independently and critically evaluates the writing of others

Perform other duties and projects as assigned

This position may travel domestically and internationally
Required Qualifications
Bachelors degree in Business, technical or related field is required
Minimum of 5 years prior experience and knowledge of call center, complaint handling and quality processes required
Minimum 3 years of experience in staff management required
Experience conducting business process reviews, recommending enhancements, implementing solutions and delivering results in a fast-paced environment
Effective written, oral communication and presentation skills necessary
Proven experience that demonstrated focus on enhancing the customer experience
Strong organizational and high attention to detail
Knowledge of project management tools and processes, including MS Office applications
Ability to work in fast pace, high pressure team environment.
Ability to manage multiple projects at one time from start to finish.
Strong interpersonal skills to work with internal stakeholders and manage outside vendors, keeping them on track and meeting all deadlines with high quality results.
Preferred Qualifications
Experience in the BPO or Call Center industry (or related field)
Experience in the training field and with complaint management
Experience with using call analytical tools and Salesforce
Prior experience in a medical device or healthcare market in customer-facing roles preferred
QARA, CAPA, distribution or reimbursement related experience in Medical or regulated industry is preferred
Apply Now
• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:? ***
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
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The base pay for this position is $109,300.00 $218,500.00. In specific locations, the pay range may vary from the range posted.