Senior Service Operations Manager Healthcare Diagnostics

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

Job summary

Abbott in Madison, WI seeks a Sr. Manager, Service Operations to lead a portfolio of patient- and provider-support services, including blood sample collection, and to partner across the organization to operationalize new services, maintain quality and performance, and support new product launches.

The role oversees service data collection, dashboards, and vendor coordination, driving continuous improvement and strong relationships with senior leaders in a complex matrix organization.

Qualifications

• 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

8+ years experience

Team leadership

Authorized to work in US

Education

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

Job description

Abbott in Madison, WI seeks a Sr. Manager, Service Operations to lead a portfolio of patient- and provider-support services, including blood sample collection, and to partner across the organization to operationalize new services, maintain quality and performance, and support new product launches.

The role oversees service data collection, dashboards, and vendor coordination, driving continuous improvement and strong relationships with senior leaders in a complex matrix organization.