Manager, Global Customer Service Learning

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.

JOB DESCRIPTION:

Working at Abbott

The Opportunity

This position works out of our Alameda, CA location in the Diabetes Care division where we are focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology. 

We are seeking a visionary Manager, Global Customer Service Learning to lead the transformation of customer service agent training across global markets. This role will design and implement innovative, data-driven learning programs that empower agents to deliver exceptional customer experiences.

The ideal candidate will be passionate about modern learning methodologies, digital enablement, and performance improvement. They will collaborate cross-functionally to build scalable, personalized learning journeys that drive agent engagement, skill mastery, and operational excellence.

This is an onsite opportunity in Alameda, CA.

What You’ll Work On

• Develop and execute a global learning strategy tailored to customer service agents, integrating modern instructional design, microlearning, and adaptive learning technologies.

• Direct all training and development activities to ensure they are conducted efficiently, cost-effectively, and in accordance with the organization's policies and standards.

• Analyze and identify the training and development needs of employees.  Embed learning into daily agent workflows using tools like Salesforce, knowledge bases, and digital assistants to support just-in-time learning.

• Develop an overall training plan to meet the current and planned Customer Service requirements of the organization. Create immersive onboarding experiences and continuous learning paths that accelerate time-to-proficiency and support career growth

• Develop, deliver, and evaluate training programs and curriculum so skills and performance of employees and customer service agents around the world meet the organization’s requirements.

• Define and track KPIs such as learning engagement, proficiency, customer satisfaction, and resolution time. Use insights to continuously improve learning programs.

• Liaise with area managers to develop and implement training, development, and succession plans that are appropriate for their business needs and consistent with the overall training strategy.  Partner with Customer Service, Knowledge Management, Product, and Quality teams to align learning initiatives with business goals and customer needs.

• Select and manage ongoing relationships with external consultants and training providers.  Oversee the selection, implementation, and optimization of learning technologies and external training providers.

• Stay current on developments and innovations in training and education in the industry sector so the organization’s training activities remain relevant.  Utilize AI-driven platforms for personalized learning recommendations, performance analytics, and real-time coaching

• Lead, direct, evaluate, and develop a team of training professionals.

• Drive adoption of new learning programs and tools through effective communication, stakeholder engagement, and change enablement strategies.

Required Qualifications

Associates Degree

Minimum 4 years industry applicability (Must include combination of training within Medical Devices and / or Customer Service organizations)

Minimum 4 years LMS Management (Preferred within Allego)

Preferred Qualifications

Bachelors Degree

Apply Now

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: https://abbottbenefits.com/

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at abbott.com, on LinkedIn at https://www.linkedin.com/company/abbott-/, and on Facebook at https://www.facebook.com/AbbottCareers

The base pay for this position is

$112,000.00 – $224,000.00

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Learning & Development

DIVISION:

ADC Diabetes Care

LOCATION:

United States > Alameda : 2601 Harbor Bay Parkway

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 15 % of the Time

MEDICAL SURVEILLANCE:

No

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting 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