Director, Customer Service
Full-time
Abbott
Abbott seeks a Director of Customer Service to lead customer experience strategy and operations excellence across Diabetes Care support channels. This senior leadership role oversees contact center operations handling millions of interactions annually, driving AI-enabled service transformation, automation, and omni-channel capabilities while managing internal teams and BPO partnerships.
Responsibilities
- Oversee all customer support operations including contact management, complaint handling, and technical support
- Direct in-house and outsourced BPO partner teams to meet business goals and quality standards
- Manage multi-million-dollar budget and drive continuous improvement through analytics and voice of customer
- Lead digital transformation and adoption of AI-enabled service capabilities and automation solutions
- Serve as liaison between Diabetes Care divisions and senior leadership on service strategy, product launches, and customer experience initiatives
Requirements
- Bachelor's degree in Life Sciences, Engineering, or related technical discipline
- 10+ years in customer service management, complaint handling, operations, or related roles
- Strategic planning and people management experience
- Experience leading AI-enabled customer service transformation initiatives
- Demonstrated ability to manage fluctuating workloads and resource planning
- Contact center performance management with SLA and quality metrics knowledge
Vacancy posted 1 day ago
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