Senior Specialist, Customer Service Systems

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 115,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

Working at Abbott

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.

• Employees can qualify for 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.

• 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 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. 

Abbott’s Diabetes Care division is seeking a Senior Specialist, Customer Service Systems to join our dynamic Customer Service team based in the Alameda, CA headquarters.  This is a critical role for supporting and advancing the technology ecosystem that enables Customer Service operations. This position acts as the liaison between Customer Service, IT, GCx, and cross-functional partners, ensuring that systems, tools, and processes are optimized to support best in class customer experience, agent experience, operational efficiency, and regulatory compliance.

What You’ll Work On

• Understands division's vision, goals, and strategies

• Identify and define business requirements: This involves working with customer service team, and/or contact center staff to understand their workflows, identifying pain points, and defining new processes that optimize the agent and customer experience.

• Understand and analyze complex business or technical issues, propose solutions, assess options, and influence decisions. 

• Support the design and implementation business systems and processes: This may include designing workflows and communicating contact center needs such as changes to customer relationship management solutions (CRM, Salesforce), telephony systems, customer facing solutions, etc., to ensure that they meet the needs of the business.

• Stakeholder communicating: Work with business leaders, IT staff, and other stakeholders to ensure that the contact center systems and processes are aligned with business goals.

• Monitoring and optimizing performance: Manage internal dashboard and reports.  Analyze data to identify areas of improvement and optimize contact center systems and processes to improve agent and customer experience.

• Project management:  Lead cross-functional teams to implement enhancements, new solutions, business initiatives, etc.

• Manage change and drive innovation and continuous improvements

• Responsible for compliance with applicable Corporate and Divisional policies and procedures.

Key Accountabilities:

• Develop business case/summary and priorities in collaboration with stakeholders
• Create technology demand plan with priorities for Customer Service
• Vendor liaison, coordinates projects and timelines
• URS development & reviews
• Change Management tickets, SOWs, forms
• Leads UAT coordination and execution by Customer Service
• SLC signs off for Customer Service systems

 

Note: 

This position may travel both domestically and internationally up to 10% of the time

Required Qualifications

• Bachelor’s degree in information systems, computer science, business, or related field.  
• At least 4 years of experience in business system development and support, IT business relationship management, customer service technologies, or related roles.
• Strong understanding of enterprise platforms and concepts, specifically in areas of business applications, cloud platforms, networking, telephony, security. 
• Knowledge and experience with SDLC methodologies (Agile, Waterfall) and System Life Cycle documentation such as URS, user stories, process flows, test plans.
• Able to discuss complex technical information to technical and non-technical stakeholders. 

Preferred Qualifications

• Ability to learn new systems and tools.
• Effective verbal and written communication skills. 
• Experience from industries that are leveraging digital means of engaging with customers in regulated environments.
• Knowledge and hands-on experience with customer service systems and technologies, such as contact management systems (E.g., Salesforce Service Cloud), knowledge bases, telephony systems, data analytics and system integrations. 
• Experience in driving change management in a highly cross functional, matrix organization.
• Ability to work well under pressure and with multiple projects and priorities.
• Project management skills and experience is a plus.

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

$114,000.00 – $228,000.00

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

     

JOB FAMILY:

Customer Service

DIVISION:

ADC Diabetes Care

LOCATION:

United States > Alameda : Plaza 6 Building

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Yes, 10 % 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