Senior Operations Manager – Web Application & Product Operations

Thornton Tomasetti; California, Northern (MO, KY); Hybrid; USD 131,000 - 261,000; Full time

Job summary

Abbott is seeking a Senior Operations Manager to orchestrate the end‑to‑end lifecycle of remote care software and web applications. You will oversee Tier 2 support, change governance, product operations, and hypercare across global teams, ensuring reliability and performance.

You will collaborate with Product, Engineering, SRE, and QA to align roadmaps with operational readiness, maintain dashboards, and drive continuous improvement in incident response and customer experience.

Qualifications

• 10+ years in software operations or technical program management.
• Strong knowledge of web app architectures and cloud platforms (AWS/Azure/GCP).
• Experience with change requests, release management, and CAB processes.
• Proficiency in incident management and postmortems.

Responsibilities

• Lead Tier 2 operations for global web applications and coordinate with Engineering/Dev teams for root cause analysis and fixes.
• Oversee change requests, CAB governance, and release readiness across product lines.
• Develop KPIs, dashboards, and runbooks to monitor performance and reliability.
• Lead hypercare and cross-functional coordination during major releases and migrations.

Skills

Incident management

Release governance

Product operations

Cross-functional collaboration

Tools

New Relic

Datadog

Splunk

Grafana

Job description

Abbott is a global healthcare leader that helps people live more fully at all stages of life.

Our portfolio of life‑changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines.

Our 122,000 colleagues serve people in more than 160 countries.

Descritivo de Cargo Senior Operations Manager – Web Application & Product Operations Role Overview

The Senior Operations Manager leads the end‑to‑end operational lifecycle of remote care software, overseeing Tier 2 application support, change request governance, product operations, release readiness, and hypercare management. This role is accountable for ensuring the reliability, performance, and operational excellence of web and remote care applications while partnering closely with Tier 1 Support, Software Development, SRE, DevOps, Systems Engineering, QA, and other cross‑functional teams. It also includes global coordination with teams in Malaysia and Ireland to drive seamless, unified operational execution.

Key Responsibilities

• Tier 2 Operations Lead a global Tier 2 support organization responsible for troubleshooting, incident resolution, and service restoration of customer‑facing web applications. Own escalations from Tier 1 and collaborate with Engineering/Dev teams for root cause analysis and permanent fixes. Define and optimize incident response processes, SLAs/OLAs, runbooks, and operational dashboards. Drive operational KPIs such as MTTR, incident reduction, availability, and performance.
• Change Request & Release Governance Manage the intake, prioritization, and approval process for change requests across multiple product lines. Partner with Product and Engineering teams to align change requests with product roadmaps and release cycles. Operate the Change Advisory Board (CAB) and ensure compliance with internal controls and audit requirements. Track changes from request through deployment, ensuring proper testing, documentation, and rollback planning.
• Product Operations Act as the operational bridge between Product Management and Engineering to ensure seamless release execution and customer experience. Establish operational readiness standards (capacity, observability, supportability, documentation). Develop and maintain KPIs, service metrics, and user‑impact dashboards. Drive business continuity planning and operational risk assessments for product portfolios.
• Hypercare Management Plan and run Hypercare for major releases, migrations, or customer‑impacting initiatives. Coordinate cross‑functional activities with Support, Engineering, QA, and SRE to ensure real‑time monitoring, rapid issue triage, and clear communication. Create Hypercare playbooks, staffing plans, and reporting mechanisms for leadership visibility. Lead daily war rooms and ensure smooth transition back to steady‑state operations.

Leadership & Cross‑Functional Collaboration

• Lead and mentor a team of operations analysts, Tier 2 engineers, and support specialists.
• Partner closely with Malaysia‑ and Ireland‑based teams to support and drive business needs.
• Build strong partnerships with Technical Program Managers, Engineering leaders, PMs, and Customer Support.
• Drive continuous improvement initiatives in automation, monitoring, process efficiency, and customer experience.
• Communicate operational status, risks, and escalations to executive leadership.

Qualifications

• 10+ years of experience in software operations, production support, or technical program management.
• Strong understanding of web application architecture, APIs, distributed systems, and cloud platforms (AWS/Azure/GCP).
• Demonstrated expertise in high‑severity incident management and postmortem processes.
• Experience managing Change Request or Release Management processes in an agile environment.
• Excellent analytical skills with proficiency in monitoring/logging tools (e.g., New Relic, Datadog, Splunk, Grafana).
• Proven ability to influence cross‑functional teams and communicate with senior leadership.
• Strong organizational, problem‑solving, and decision‑making abilities.

Preferred Qualifications

• Background in customer‑facing product operations.
• Familiarity with ITIL processes, SRE practices, or ISO/SOC compliance.
• Experience managing global teams and 24×7 operational models.

The base pay for this position is $130,700.00 – $261,300.00 In specific locations, the pay range may vary from the range posted.

Família de Cargo Product Development Divisão CRM Cardiac Rhythm Management Localidade United States > Sylmar : 15900 Valley View Court Localidades Adicionais Turno de Trabalho Standard Viagem Yes, 5 % of the Time Vigilância médica No Atividades de trabalho significativas Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf

A Abbott significa o poder da saúde. Por mais de 125 anos, a Abbott tem ajudado as pessoas a alcançar seu potencial — porque uma saúde melhor permite que indivíduos e comunidades vivam melhor. Com uma rede global e diversificada, que serve clientes em mais de 160 países, criamos novas soluções — em todo o espectro da saúde, em todo o mundo, para todas as fases da vida. Seja através da próxima geração de equipamentos de diagnóstico, dispositivos médicos para estilos de vida em transformação, nutrição baseada em ciência, ou novas reformulações, estamos desenvolvendo tecnologias mais inovadoras e revolucionárias na área da saúde para que indivíduos vivam melhor e com mais saúde. Os colaboradores da Abbott vêm trabalhar todos os dias com energia, entusiasmo e comprometimento com o intuito de promover a saúde e o bem‑estar de milhões de pessoas. Eles superam os limites para ajudar a gerenciar e tratar alguns dos maiores desafios de saúde da vida. Convidamos você a explorar as oportunidades na Abbott, a ver se seus talentos e aspirações de carreira podem se encaixar com as nossas vagas. A Abbott é uma empresa que oferece oportunidades iguais e acolhe e incentiva a diversidade em nossa força de trabalho.

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