Global Head of AI-Driven Customer Service

Thornton Tomasetti; United States; On-site; USD 197,000 - 395,000; Full time

Benefits offered by this job

Career development

Medical coverage

Retirement plan

Tuition reimbursement

Debt program

Job summary

Abbott, a global healthcare leader, seeks a Director of Customer Service to drive strategy, operations excellence, and digital transformation across ADC Diabetes Care. Based in Alameda, CA, you will oversee multi-channel support, vendor partners, and a multi-million-dollar budget to deliver exceptional customer experiences.

You will implement AI-enabled solutions, analytics and self-service options, shaping service delivery and ensuring alignment with Abbott’s Quality System across the

Qualifications

• Bachelor's degree in Life Sciences, Engineering or related technical discipline.
• Minimum 10 years in customer service or related leadership roles.
• Experience leading AI-enabled service transformations.

Responsibilities

• Oversee all customer support operations and manage budgets.
• Ensure compliance with Abbott Quality System.
• Lead in-house and outsourced vendor partnerships.
• Drive AI and digital service initiatives.
• Measure CSAT, NPS, and other metrics.
• Collaborate with cross-functional teams.

Skills

Leadership

AI-enabled CX

Operations management

Budget management

Vendor management

Education

Bachelor's Degree in Life Sciences, Engineering or related technical discipline

Tools

Salesforce

Cloud telephony

CRM analytics

Job description

Abbott, a global healthcare leader, seeks a Director of Customer Service to drive strategy, operations excellence, and digital transformation across ADC Diabetes Care. Based in Alameda, CA, you will oversee multi-channel support, vendor partners, and a multi-million-dollar budget to deliver exceptional customer experiences.

You will implement AI-enabled solutions, analytics and self-service options, shaping service delivery and ensuring alignment with Abbott’s Quality System across the