Director, AI-Driven Customer Experience

Thornton Tomasetti; Alameda, Northern (CA, KY); Hybrid; USD 197,000 - 395,000; Full time

Benefits offered by this job

HIP PPO health plan

Retirement plan

Tuition reimbursement

Education benefit

Job summary

Abbott Diabetes Care seeks a Director of Customer Service to define and execute a comprehensive customer experience strategy across ADC product lines. Based at Alameda HQ, you will drive AI-enabled service capabilities, automation and analytics to enhance outcomes while managing millions of customer interactions annually.

You will partner with marketing, finance, HR, quality, and R&D to ensure voice of the customer informs product launches and service improvements, while leading a diverse team

Qualifications

• Bachelor’s Degree in Life Sciences, Engineering or related technical discipline.
• Minimum 10 years in any combination of customer service/complaint handling management, implementation management, service operations management, program or project management and consulting.
• Demonstrated experience leading AI-enabled customer service transformation initiatives including conversational AI, agent-assist technologies, speech and text analytics, workflow automation, customer intent modeling, and self-service solutions.

Responsibilities

• Oversee all aspects of customer support operations, including 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.
• Direct the organization to meet business goals with in-house and outsourced partners.
• Lead and develop talent at group level to deliver excellence through coaching and leadership.
• Act as a change agent to advance the service strategy across leadership.
• Monitor BPO performance against SLAs, CSAT, NPS, cost to serve and related metrics.

Skills

Leadership

Strategic thinking

AI in customer service

Vendor management

Change management

Education

Bachelor’s degree in Life Sciences/Engineering or related

Tools

Cloud telephony

Speech analytics

Salesforce

CRM systems

Job description

Abbott Diabetes Care seeks a Director of Customer Service to define and execute a comprehensive customer experience strategy across ADC product lines. Based at Alameda HQ, you will drive AI-enabled service capabilities, automation and analytics to enhance outcomes while managing millions of customer interactions annually.

You will partner with marketing, finance, HR, quality, and R&D to ensure voice of the customer informs product launches and service improvements, while leading a diverse team