Director, AI-Driven Customer Experience & Service Ops

Abbott (abbottcareers2 board); United States; On-site; USD 180,000 - 230,000; Full time

Benefits offered by this job

Free medical coverage

Retirement savings plan

Tuition reimbursement

Education benefit

Job summary

Abbott Diabetes Care (ADC) is seeking a Director of Customer Service to shape and drive the customer experience strategy across ADC products. Based at our Alameda, CA headquarters, you will lead contact center operations, implement AI-enabled service capabilities, and manage in-house and outsourced teams to deliver excellence in service delivery.

You will guide a multi-million-dollar budget, develop talent, and act as a change agent to advance the service strategy.

Qualifications

• Bachelor's degree in Life Sciences, Engineering or related technical discipline
• Minimum 10 years in customer service/complaint handling management, implementation management, service operations management, program or project management and consulting
• Strategic planning, project and people management
• Ability to manage fluctuations in demand and resource needs
• Experience leading AI-enabled customer service transformation initiatives including conversational AI, agent-assist technologies, speech and text

Responsibilities

• Oversee all aspects of customer support operations, including contact management, complaint handling, training and service quality
• Ensure contact center operations provide differentiated customer experience in compliance with Abbott's Quality System
• Direct a mix of in-house and outsourced partner vendors to meet business goals
• Provide leadership across Customer Service, BPOs, and Technical Service teams with multi-million-dollar budgets
• Attract and develop talent at group level with coaching and leadership
• Act as a change agent to promote service strategy within the organization
• Manage BPO performance with key metrics like SLAs, AHT, CSAT, NPS, and cost to serve
• Coordinate with Abbott home office functions for product launches, digital service experiences and support needs
• Oversee quality system effectiveness and complaint intake processes for ADC

Skills

Leadership

Strategy & planning

Resource management

AI-enabled service

Education

Bachelor's degree in Life Sciences/Engineering

Tools

BPO management

Job description

Abbott Diabetes Care (ADC) is seeking a Director of Customer Service to shape and drive the customer experience strategy across ADC products. Based at our Alameda, CA headquarters, you will lead contact center operations, implement AI-enabled service capabilities, and manage in-house and outsourced teams to deliver excellence in service delivery.

You will guide a multi-million-dollar budget, develop talent, and act as a change agent to advance the service strategy.