Director of Customer Experience & AI-Driven Service
Abbott
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Ventajas ofrecidas por este puesto de trabajo
Descripción de la vacante
Abbott in Alameda, CA, seeks a Director of Customer Service to shape experience strategy, oversee multi-channel support operations, and drive digital transformation across ADC Diabetes Care. You will lead AI-enabled service initiatives, coach a diverse team, and partner with Marketing, Finance, HR, Legal, and R&D to deliver outstanding customer outcomes and cost efficiency.
Travel up to 20% domestically and internationally and manage a multi-million-dollar budget while ensuring compliance with
Formación
- Bachelor's degree in life sciences, engineering, or related field.
- 10+ years in customer service/complaint handling and service operations management.
- Experience leading AI-enabled customer service transformations including conversational AI and automation.
Responsabilidades
- Oversee all customer support operations and contact management.
- Lead BPO vendor relationships to meet business goals.
- Manage multi-million-dollar budget and talent development.
- Drive AI, automation, and self-service initiatives for improved outcomes.
- Coordinate with Quality, Regulatory, Marketing, and R&D for program success.
- Monitor CSAT, NPS, and other service metrics.
Conocimientos
Educación
Herramientas
Descripción del empleo
Abbott in Alameda, CA, seeks a Director of Customer Service to shape experience strategy, oversee multi-channel support operations, and drive digital transformation across ADC Diabetes Care. You will lead AI-enabled service initiatives, coach a diverse team, and partner with Marketing, Finance, HR, Legal, and R&D to deliver outstanding customer outcomes and cost efficiency.
Travel up to 20% domestically and internationally and manage a multi-million-dollar budget while ensuring compliance with
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