Director, AI-Driven Customer Service & Experience

Abbott Laboratories

Alameda (CA)

On-site

USD 197,000 - 395,000

Full time

11 days ago

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Job summary

Abbott Laboratories in Alameda, CA, seeks a Director of Customer Service to lead strategy and operations for ADC product support, driving AI-enabled service capabilities, automation, and analytics across channels. You will oversee millions of customer interactions annually, shaping a differentiated customer experience while aligning with Abbott’s Quality System.

You will manage in-house and outsourced teams, guide strategic initiatives, and partner with Marketing, Finance, HR and Legal to

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.
Previous strategic planning, project and people management.
Ability to manage fluctuations in demand and resources.
Demonstrated experience leading AI-enabled customer service transformation initiatives including conversational AI and workflow automation.

Responsibilities

Oversee contact management, complaint handling, training and service quality.
Direct in-house and outsourced vendors to meet and exceed goals.
Lead cross-functional teams and manage a multi-million-dollar budget.
Foster talent development and act as change agent for customer experience strategy.
Coordinate with Quality, Regulatory Affairs and R&D to align service initiatives with business needs.