Job Details

Global Customer Experience Manager

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 114,000 colleagues serve people in more than 160 countries.

Working 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.
• Free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor's degree.

The Opportunity: The healthcare landscape has dramatically evolved during the last several years. Consumers expect to have more control over their information and care decisions in a personalized and accessible environment. To be successful in this space, it is imperative Abbott creates a best-in-class customer experience through a leading digital ecosystem that is personalized and builds trust across all of Abbott's channels.

Our Diabetes Care division has a pipeline with products that are squarely focused on the consumer. With TTM revenue of >$7B in Q3 2025, Abbott Diabetes Care (ADC) is a global leader in providing life changing technology for the management and treatment of people living with chronic conditions, including Diabetes.

What You'll Work On: The goal of Global Customer Experience (GCX) is a unified, consistent, and best-in-class customer experience. This position is responsible for the overall strategy & roadmap for solutions that take a holistic approach of product development from long-term strategy to tactical implementation of features/functionalities to drive an excellent customer-centric experience. This role provides an opportunity to shape the future of customer and call center agent experiences in a fast-paced environment, with the autonomy to drive ideas from concept to launch.

Responsibilities:

• Act as the subject-matter expert for our customers, ensuring solutions help resolve complaints effectively and efficiently during live calls while delivering measurable value for both customers and the organization.
• Understand call center operations, customer pain points, and business objectives to design AI-driven call center workflow solutions that create value for the customer and business within regulatory guidelines.
• Help guide the organization through digital transformation with a persistent focus on customer problems to solve, rather than delivery of features requested; Drive adoption of agile ways of working within product teams and stakeholders to rapidly innovate and deliver measurable value.
• Optimize effective product discovery via accountability to value and viability testing, while facilitating cross-functional product team opportunities to complete usability and feasibility testing.
• Partner closely with UX teams to design and execute user research that uncovers deep customer insights, ensuring product decisions are grounded in real user needs and behaviors. Collaborate closely with engineering, UX, and data science teams to deliver innovative solutions at speed.
• Define use cases/user stories and own roadmaps with a focus on modular product/service innovation; ensure that definitions are aligned to needs of the diverse global operations and quality teams within ADC.
• Drive adoption of modern product practices, including Agile, OKRs, and continuous delivery.

Typically holds a Bachelor's degree with four or more years of experience in specific field. Required Qualifications:

• Bachelor's degree with at least 4 years of related experience.
• Driving end-to-end tech-based product development, with a proven track record of bringing solutions from conception to market successfully.
• Deep understanding and experience in a similar role within the Medical/Consumer technology or similar space.
• Experience working with cross-functional teams in a fast-paced, algin environment, utilizing Scrum project management processes and/or the Product Operating Model framework.
• Proven indirect product team leadership experience throughout multiple phases of digital transformation.
• Strong analytical skills: able to collect, assess and derive insights from data to make decisions.
• Highly proactive, action & solution-oriented; self-driven, hands-on and, comfortable taking ownership.
• Team-player who enjoys taking on accountability and connecting with people in an international team.
• Excellent communication skills in English and proficiency in a second language preferred but not a must.
• Ability to understand and articulate valueboth customer and business valueand translate it into actionable product decisions.
• Ability to collaborate effectively with global stakeholders across multiple time zones and non-traditional work hours.
• Familiarity with cloud technologies, APIs, and scalable architectures; AI/ML integration experience is a strong plus.
• Experience working with contact center operations or customer support processes is a plus, including understanding pain points and improving agent/customer experience.