Director, Customer Service
Abbott
full-time
Posted on:
Location Type: Office
Location: Alameda • California • 🇺🇸 United States
Visit company websiteSalary
💰 $169,300 - $338,700 per year
Job Level
Lead
About the role
- Oversee the global customer experience strategy and planning, insights, and operations.
- Develop best in class customer experience standards in the division.
- Identify and create global programs to improve customer experience and reduce costs.
- Lead global Customer Service operations across internal and BPO models to ensure consistent, high-quality support.
- Translate ADC’s Customer Experience vision and goals into scalable, proactive service practices that enhance satisfaction and trust.
- Drive performance through shared standards, cross-regional collaboration and continuous improvement.
- Partner with regional teams to optimize delivery, build capabilities and embed digital and data-driven service models.
- Advance global service maturity and alignment with enterprise priorities through operational and strategic leadership.
Requirements
- Leadership of regional or global customer service operations in regulated, multi-market environments, ideally within healthcare, MedTech, or adjacent industries.
- Experience managing BPO relationships and hybrid service delivery models with accountability for quality, performance and customer satisfaction.
- Track record of operational transformation, including the implementation of service standards, governance structures and capability development initiatives.
- Demonstrated ability to align customer service with enterprise priorities across functions such as Commercial, Product, Quality and CX.
- Involvement in digital enablement initiatives such as CRM modernization, self-service expansion and automation.
- Experience leading or contributing to service maturity evolution across people, process and technology dimensions.
Benefits
- Not Applicable 📊 Resume Score Upload your resume to see if it passes auto-rejection tools used by recruiters Check Resume Score
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer experience strategyoperational transformationservice standards implementationgovernance structurescapability developmentdigital enablementCRM modernizationself-service expansionautomationservice maturity evolution
Soft skills
leadershipcollaborationperformance managementstrategic thinkingcross-regional collaborationcommunicationproblem-solvingcustomer satisfaction focustrust buildingcontinuous improvement