Senior Manager, Service Operations — Healthcare Diagnostics

Abbott Laboratories; Madison (WI); On-site; USD 129,000 - 259,000; Full time

Job summary

Abbott is seeking a Sr. Manager, Service Operations based in Madison, WI. You will lead a portfolio of patient- and provider-support services, partner with service designers and cross-functional teams, and drive new service launches in the Cancer Diagnostics division.

This role emphasizes operations oversight, vendor management, data-driven performance and a culture of accountability and inclusion. You will develop SOPs, monitor SLAs and quality metrics, and collaborate with senior leaders to

Qualifications

• Bachelor’s degree in Design, Marketing, Business, Life Sciences, Engineering, or related field.
• 8+ years of experience in service operations, product management, or program management.
• Experience leading teams directly and/or indirectly.
• Authorization to work in the United States without sponsorship

Responsibilities

• Partner with service designers and cross-functional teams to develop and operationalize new services that support pipeline products and new product launches, including standard operating procedures, quality measures, and implementation plans.
• Provide operational oversight for a portfolio of patient- and provider-support services, including blood sample collection; monitor service performance, dashboards, SLAs, audits, and quality metrics, and lead interventions and change management when issues arise.
• Manage third-party service vendors and serve as a key point of contact for internal requirements and vendor coordination, including contracts, negotiations, invoicing, service-level agreements, and ongoing operational performance.
• Coordinate service data collection and customer feedback with Voice of Customer teams, using qualitative and quantitative insights to identify opportunities, resolve service issues, and continuously improve the customer experience.
• Build strong relationships with senior leaders and enabling functions across a complex matrix organization while leading, developing, and supporting the team through clear priorities, delegation, performance feedback, training, and a culture of accountability and inclusion.

Skills

Experience leading teams

Cross-functional collaboration

Education

Bachelor’s degree in Design, Marketing, Business, Life Sciences, Engineering, or related field

Job description

Abbott is seeking a Sr. Manager, Service Operations based in Madison, WI. You will lead a portfolio of patient- and provider-support services, partner with service designers and cross-functional teams, and drive new service launches in the Cancer Diagnostics division.

This role emphasizes operations oversight, vendor management, data-driven performance and a culture of accountability and inclusion. You will develop SOPs, monitor SLAs and quality metrics, and collaborate with senior leaders to