Sr Manager, Service Operations

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

Working at Abbott

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.

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• An excellent retirement savings plan with a high employer contribution.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Madison, WI location in the Cancer Diagnostics division. Abbott's Cancer Diagnostics business was established through the acquisition of Exact Sciences', bringing together Abbott's global diagnostics leadership with Exact Sciences' expertise in cancer screening and diagnostic testing. Together, we're advancing the early detection of cancer and improving outcomes for patients through innovative, accessible testing solutions. Our combined portfolio and reach allow us to bring life-changing diagnostic technology to more patients, providers, and health systems worldwide.

As the Sr. Manager, Service Operations, you’ll have the chance to lead and oversee a portfolio of patient- and provider-support services, including blood sample collection, while partnering across the organization to operationalize new services, maintain quality and performance, and support new product launches.

What You’ll Work On

• 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.

Required Qualifications

• Bachelor’s degree in Design, Marketing, Business, Life Sciences, Engineering, or related field.
• 8+ years of experience working in service operations, product management, or program management.
• Experience leading teams directly and/or indirectly.
• Demonstrated strong understanding of the current service landscape in the related healthcare market.
• Demonstrated ability to perform the essential duties of the position with or without accommodation.
• Authorization to work in the United States without sponsorship

Preferred Qualifications

• Extensive experience using problem-solving, organizational, and analytical skills to evolve service offerings based on research, data, and industry trends.
• Extensive experience partnering with enabling functions such as IT, Finance, Operations, Compliance, Regulatory, and Legal.
• Demonstrated experience managing complex systems and proficiency with management platforms, dashboards, and operations command centers.
• Experience in healthcare, wellness, or digital health.
• Experience with both customer-facing operations and supporting "backstage" functions.
• Experience with both B2C and B2B products and/or services.

Equal Opportunity Employer, committed to employee diversity.

The base pay for this position is $129,300.00 - $258,700.00. In specific locations, the pay range may vary from the range posted.