Business Systems Lead - 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 115,000 colleagues serve people in more than 160 countries.

JOB DESCRIPTION:

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

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 Alameda, CA location in the Diabetes Care division. We're 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 Business Systems Lead to join our dynamic Customer Experience team based in the Alameda, CA headquarters. This role will support the management of all the technology solutions the customer care teams rely on to provide a superior customer experience.

This role works with a cross functional management team to define and communicate the business, financial, and operational requirements for delivering optimized customer care and journeys including digital workflows. The Business Systems Lead may also work with other departments, such as IT and marketing, to ensure that the contact center systems and processes are integrated with other business systems and that customer data is being properly tracked and analyzed.

By ensuring that business systems and processes are designed and implemented to meet the needs of the business and the customer, this role will help drive customer satisfaction, loyalty, and growth.

What You'll Work On

Key Responsibilities:

• Understands division's vision, goals, and strategies
• Identifying and defining business requirements: This may involve working with contact center staff to understand their workflows, identifying pain points, and defining new processes that optimize the customer experience.
• Understand and analyze complex business or technical issues, propose solutions, assess options, and influence decisions.
• Designing and implementing business systems and processes: This may include designing workflows and communicating contact center needs such as changes to customer relationship management (CRM, Salesforce), telephony systems, and data tracking systems, to ensure that they meet the needs of the business.
• Communicating with stakeholders: The Business Systems Lead may 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: The Business Systems Lead may analyze data to identify areas of improvement and optimize contact center systems and processes to improve the customer experience.
• Leading projects: The Business Systems Lead may lead cross-functional teams to implement new systems and processes that optimize the customer experience.
• Manages change and encourages innovation and inclusion
• Responsible for compliance with applicable Corporate and Divisional policies and procedures.

Key Accountabilities:

• Develops Business Case/Summary and Priorities in collaboration with stakeholders
• Creates IT 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
• Signs off for Customer Service systems for Business Owner role

Note:

• This position may travel both domestically and internationally up to 10% of the time.
• This job description is not to be considered an exhaustive statement of duties, responsibilities or requirements and does not limit the assignment of additional duties for this role.

Pay

The salary range for this position is 104,300 - 208,500K based on experience.

Required Qualifications

• Bachelor's Degree or equivalent experience, preferably in business, information systems, or a discipline closely related to the client area served.
• 7- 10 years overall experience to include project management, business, and process experience.
• Good high-level understanding of information technology, specifically in areas of business applications, cloud-based platforms, networking, telephony, security.
• Ability to learn new system and tools.
• Knowledge and experience with technology systems, solution development and delivery methodologies (E.g. Agile, Waterfall) and System Life Cycle.
• Effective verbal and written communication skills.
• Able to discuss complex technical information to non-technical audience.
• Able to create and maintain SLC documentation, e.g., business requirements or user stories.

Preferred Qualifications

• Recent experience from industries that are leveraging digital means of engaging with customers and/or in regulated environments.
• Knowledge and hands-on experience with customer service systems and technologies, such as contact management systems (E.g., Salesforce Service Cloud), ERP systems, knowledge bases, telephony systems, data analytics and system integrations. Proven track record of delivering CS application solutions that adhere to best practices.
• Demonstrated ability to drive change management and work successfully in a highly cross functional, matrix organization.
• Ability to work well under pressure and with multiple projects and priorities.
• Project management skill and experience is a plus.

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: www.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 www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The salary for this role is between:

$104,300 - $208,500

JOB FAMILY:

IT Business Relationship Management

DIVISION:

ADC Diabetes Care

LOCATION:

United States > Alameda : 1360-1380 South Loop Road

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