Job Details

The Sr. Director IT Business Relationship Management is responsible for leading the global commercial strategy, digital transformation initiatives, and customer service operations for Abbott Diabetes Care. This role will drive the integration of digital solutions to enhance customer experience, optimize commercial operations, and ensure the delivery of exceptional customer service across all regions.

Commercial Strategy: Develop and implement a global commercial strategy that aligns with the companys business objectives and market opportunities. Drive revenue growth through innovative sales and marketing initiatives.

Digital Transformation: Lead digital transformation projects to enhance customer engagement, streamline operations, and leverage data analytics for informed decision-making. Champion the adoption of new technologies and digital tools.

Customer Service Excellence: Oversee global customer service operations, ensuring high levels of customer satisfaction and efficient resolution of customer inquiries and issues. Implement best practices and continuous improvement initiatives.

Cross-Functional Collaboration: Collaborate with other senior leaders, including IT, R&D, and regulatory teams, to ensure alignment of commercial, digital, and customer service strategies with overall business goals.

Regulatory Compliance: Ensure all commercial, digital, and customer service activities comply with relevant regulations and standards, particularly those specific to the medical device industry.

Innovation and Change Management: Foster a culture of innovation and continuous improvement. Encourage creativity and support initiatives that drive change and enhance business outcomes.

Stakeholder Management: Build and maintain strong relationships with key stakeholders, including customers, partners, and internal teams. Represent the company at industry events and forums.

Budget Management: Oversee the budget for commercial, digital, and customer service functions, ensuring efficient allocation of resources and achievement of financial targets.

Team Leadership: Lead and develop a high-performing team. Set clear expectations, provide coaching and feedback, and promote a positive and collaborative work environment. Deliver a quality set of integrated global services with adherence to standard processes, tools, and service levels. Review Statements of Work, Contracts, Requests for Capital Expenditure, Organic Execution Model (OEM)/Financial Plan Submissions.

Supervisory/Management Responsibilities:

Directly manage a team of Directors and leads across commercial, digital, and customer service functions.

Oversee a broader team of indirect reports and project staff.

Position Accountability / Scope:

Operate with broad goals and objectives, making strategic decisions that impact the global commercial, digital, and customer service functions.

Ensure alignment of strategies and initiatives with overall business objectives.

Manage initiatives that span multiple regions and cultures, impacting a large user base and significant revenue streams.

EDUCATION AND EXPERIENCE YOULL BRING

• 15+ years of experience in commercial, digital, and customer service roles within the healthcare or medical device industry.
• 10+ years of experience managing globally diverse teams in a large global enterprise
• Executive presence and acumen for navigating strategic discussions with executive business leadership.
• Proven experience managing large digital transformation programs for global and complex projects that incorporate integration of functions and technologies. This position oversees at one time, many high visibility projects, products, and processes.
• Experience working with IT vendors and suppliers.
• Ability to bring insight, knowledge, best practices, and feedback to strategic discussions.
• Excellent presentation, communication, negotiation, influence, and collaboration skills.
• Demonstrated ability to effectively communicate technical and business issues and solutions to multiple organizational levels internally and externally.
• Strong leadership and organizational skills with the ability to adapt quickly to changing priorities and assignments. This position requires considerable balancing of demands for ongoing projects and ongoing strategy, with unanticipated demands.
• Demonstrated ability in building high performing teams, fostering a culture of innovation, and driving organizational change. This position requires work with cross-functional teams, cross-divisional teams, and global teams across a wide variety of programs.
• Experience with regulatory compliance and large-scale implementations.

Preferred Qualifications

• An MBA or a masters degree in a relevant field such as business administration, marketing, or information technology.
• Proven experience managing commercial, digital, and customer service operations on a global scale, with a deep understanding of diverse markets and cultures.
• Previous strategy development experience
• Demonstrated success in leading digital transformation initiatives, including the implementation of cutting-edge technologies such as Artificial Intelligence and digital tools
• In-depth knowledge of regulatory requirements specific to the medical device industry, including experience with GxP validation and compliance.
• Strong leadership skills with a track record of building and developing high-performing teams, fostering a culture of innovation, and driving organizational change.