Director, Customer Service

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

At Abbott, you can do work that matters, grow, and learn, care for yourself and 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 for employees* via the Health Investment Plan (HIP) PPO

• An excellent retirement savings plan with 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 around the world 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 a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of our Orlando location in the Heart Failure Division, Acelis Connected Health Business. In Abbott's Heart Failure (HF) business, we're developing solutions to diagnose, monitor and manage heart failure, allowing people to restore their health and get on with their lives.

As the Director, Customer Service, you'll have the chance to lead, direct, and develop an operations team that improves customer lives, shapes the direction of the business, and achieves company goals.

What You'll Work On

• Deliver on top-line & bottom-line financial targets, namely revenue via VAD reorder rates and INR conversion rates

• Implement processes & foster culture that drive operational excellence in line with strategic initiative roadmap

• Provide strategic oversight for new product/service development

• Develop talent via: clear expectation setting, creating development plans for top talent, retaining top talent, proactively managing poor performance

• Manage and direct customer service activities to ensure high customer satisfaction levels and service.

• Participate in formulation of key business strategies, policies, and procedures to meet business goals.

• Communicate and collaborate with key stakeholders across ACH to deliver relevant insights based on identified business requirements.

• Ensure compliance to all critical business requirements, including offshoring sensitivity

• Collaborate with local HR and cross-divisional leadership to retain top talent and create development pipeline

• Foster winning culture, highlighted by continuous improvement and employee engagement

Required Qualifications

• 5+ years management experience within customer experience, high-throughput call center, or related

• Training in operational excellence methodologies, e.g. lean / six sigma

• Bachelors Degree in associated field

• Proficient in MS office tools, PowerPoint, Excel, Word

• Ability to deliver high quality work in a fast-paced environment

• Dynamic, motivated, resourceful, and results-oriented creative thinker and problem solver

• Excellent communication and interpersonal skills

Preferred Qualifications

• 10+ years management experience in operations

• 3+ years experience in Healthcare or Durable Medical Equipment provider operations

Apply Now (~~~)

• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: ~~~ (~~~)

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 ~~~ , on Facebook at ~~~/Abbott and on Twitter @AbbottNews.

The base pay for this position is $143,300.00 - $286,700.00. In specific locations, the pay range may vary from the range posted.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call ~~~ or email ~~~