Global Experience Operations Director

3 weeks ago


Oakland, California, United States Abbott Laboratories company Full time
About the Role

We are seeking a highly experienced and strategic leader to join our team as a Senior Director, Global Experience Operations. This role will be responsible for leading the development and implementation of our global customer experience strategy, ensuring a seamless and personalized experience for our customers across all touchpoints.

Key Responsibilities
  • Develop and execute a global customer experience strategy aligned with business objectives
  • Lead the development of best-in-class customer service standards and processes
  • Oversee the global customer service teams, including contact centers and customer service agents
  • Collaborate with cross-functional teams to drive customer-centricity and operational efficiency
  • Develop and implement CX analytics processes to create a real-time view of customer needs
  • Represent the customer perspective in strategic planning sessions and prioritization workshops
  • Work with IT delivery partners to lead complex digital transformation programs
  • Direct the global experience operations team to provide timely reporting of customer service KPIs
Requirements
  • Bachelor's degree in business administration or equivalent
  • Minimum 15 years of experience in global customer service/customer experience operations
  • Proven track record in managing a global network of contact centers
  • Strategic mastermind in formulating global customer service strategy aligned with business objectives
  • Business-focused and committed to delivering clear business outcomes
  • Highly effective organizational and prioritization skills
  • Ability to manage multiple large-scale projects to deliver high impact results
About Abbott

At Abbott, we are committed to helping people live more fully at all stages of life. We are a global healthcare leader with a portfolio of life-changing technologies that span the spectrum of healthcare. Our 114,000 colleagues serve people in more than 160 countries.

We offer a range of benefits, including training and career development, financial security, health care and well-being programs, paid time off, and a 401(k) retirement savings plan.



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