Senior Director, Service Delivery & Operations Excellence

Abbott Laboratories; Kansas City (MO); On-site; USD 190,000 - 380,000; Full time

Benefits offered by this job

HIP PPO medical plan

Retirement savings with high employer

Tuition reimbursement

FreeU education benefit

Job summary

Abbott Laboratories in the United States is seeking a Senior Director of Service Delivery & Business Operations to lead the Toxicology service delivery organization. You will drive customer experience, performance, and financial outcomes across laboratory services, MRO operations, and Occupational Health Services.

You will build an accountable, improvement‑driven culture, partner with cross‑functional leaders, and guide offshore teams to ensure scalable, compliant operations and exceptional

Qualifications

• Bachelor's degree in a relevant field.
• 12+ years of progressive leadership experience in operations or regulated environments.
• Experience leading geographically dispersed and offshore teams.
• Strong business and financial acumen with responsibility for operational metrics, budgets, productivity, profitability, and gross margin improvement.

Responsibilities

• Develop and execute the operational strategy for the Toxicology business.
• Lead a team of operational leaders responsible for service delivery functions, driving accountability for customer experience, service performance, quality, productivity, and business results.
• Establish and maintain a high-accountability operating culture through disciplined execution, clear ownership, performance transparency, and consistent follow-through on commitments across all service delivery functions.
• Drive operational rigor through structured business reviews, action-item governance, escalation management, and performance inspection mechanisms that ensure timely resolution of issues and delivery of business objectives.
• Hold leaders accountable for operational, customer, financial, quality, and people outcomes while proactively addressing performance gaps through coaching, development, and formal performance management when appropriate.
• Build a culture of ownership and urgency where leaders anticipate risks, challenge status quo thinking, and drive issues to resolution.
• Provide strategic oversight of Abbott's Medical Review Officer (MRO) operations, ensuring operational excellence, scalability, regulatory compliance, and a best-in-class customer experience.
• Lead distributed domestic and offshore teams through multiple layers of leadership, ensuring consistent performance expectations, communication, and execution standards across locations.
• Own end-to-end service delivery performance for customer-facing operations, including contact center performance, shared inbox management, service-level attainment, escalation management, and customer issue resolution.
• Drive operational excellence through process improvement, technology enablement, organizational effectiveness, and business transformation initiatives.
• Establish and monitor key performance indicators to ensure achievement of operational, customer, quality, and financial goals.
• Lead initiatives that improve gross margin, productivity, cost-to-serve, and operational efficiency while supporting long-term business growth.
• Lead workforce planning, organizational design, and talent development efforts to build organizational capability and a high-performing culture.
• Partner with Commercial, Medical Affairs, Finance, Human Resources, and Technology leaders to ensure operational readiness and successful execution of business priorities.
• Identify business risks and opportunities and implement strategies that improve scalability, efficiency, profitability, and customer outcomes.

Skills

Leadership

Operations management

Strategic planning

Performance management

Cross-functional collaboration

Financial acumen

Team leadership

Education

Bachelor's degree

MBA

Tools

Lean Six Sigma

Job description

Abbott Laboratories in the United States is seeking a Senior Director of Service Delivery & Business Operations to lead the Toxicology service delivery organization. You will drive customer experience, performance, and financial outcomes across laboratory services, MRO operations, and Occupational Health Services.

You will build an accountable, improvement‑driven culture, partner with cross‑functional leaders, and guide offshore teams to ensure scalable, compliant operations and exceptional