Manager, Global Customer Service Learning at Abbott

Alameda, California, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Healthcare, Medical Devices, Diabetes CareIndustries

Requirements

Passionate about modern learning methodologies, digital enablement, and performance improvement
Ability to collaborate cross-functionally to build scalable, personalized learning journeys
Visionary leadership to transform customer service agent training across global markets
Expertise in designing and implementing innovative, data-driven learning programs

Responsibilities

Develop and execute a global learning strategy tailored to customer service agents, integrating modern instructional design, microlearning, and adaptive learning technologies
Direct all training and development activities to ensure they are conducted efficiently, cost-effectively, and in accordance with the organization's policies and standards
Analyze and identify the training and development needs of employees
Embed learning into daily agent workflows using tools like Salesforce, knowledge bases, and digital assistants to support just-in-time learning
Develop an overall training plan to meet the current and planned Customer Service requirements of the organization
Create immersive onboarding experiences and continuous learning paths that accelerate time-to-proficiency and support career growth
Develop, deliver, and evaluate training programs and curriculum so skills and performance of employees and customer service agents around the world meet the organization’s requirements
Define and track KPIs such as learning engagement, proficiency, customer satisfaction, and resolution time. Use insights to continuously improve learning programs
Liaise with area managers to develop and implement training, development, and succession plans that are appropriate for their business needs and consistent with the overall training strategy
Partner with Customer Service, Knowledge Management, Product, and Quality teams to align learning initiatives with business goals and customer needs
Select and manage ongoing relationships with external consultants and training providers
Oversee the selection, implementation

Skills

Key technologies and capabilities for this role

Customer ServiceLearning Program DesignTraining DevelopmentData-Driven LearningGlobal TrainingInstructional DesignLeadershipDiabetes Care

Questions & Answers

Common questions about this position

What benefits does Abbott offer?

Abbott provides free medical coverage in the Health Investment Plan (HIP) PPO medical plan, an excellent retirement savings plan with high employer contribution, tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit for earning a bachelor’s degree.

Is this position remote or onsite?

This is an onsite opportunity in Alameda, CA.

What skills are required for the Manager, Global Customer Service Learning role?

The role requires expertise in modern instructional design, microlearning, adaptive learning technologies, data-driven learning programs, and tools like Salesforce, knowledge bases, and digital assistants.

What is the company culture like at Abbott?

Abbott emphasizes doing work that matters, personal growth and learning, caring for yourself and family, being your true self, career development in an international company, and is recognized as a great place to work for diversity, working mothers, female executives, and scientists.

What makes a strong candidate for this role?

A visionary leader passionate about modern learning methodologies, digital enablement, performance improvement, and cross-functional collaboration to build scalable, personalized learning journeys is ideal.

Abbott

Healthcare solutions in diagnostics and devices

About Abbott

Abbott Laboratories focuses on improving health through various medical technologies and health solutions. The company operates in areas such as cardiovascular health, diabetes management, diagnostic testing, nutrition, and neuromodulation for chronic pain and movement disorders. Abbott's products include advanced medical devices and diagnostic tests that help healthcare professionals and patients manage health conditions effectively. For example, their cardiovascular technologies assist in heart health management, while diabetes care products enable accurate glucose monitoring without painful fingersticks. Unlike many competitors, Abbott emphasizes accessibility and affordability in its offerings, aiming to make life-changing technologies available to a broader audience. The company's goal is to positively impact global health and well-being, supported by a commitment to sustainability and a 2030 Sustainability Plan.

Lake Bluff, IllinoisHeadquarters

1888Year Founded

IPOCompany Stage

HealthcareIndustries

10,001+Employees

Risks

Departure of key leader Dr. Adamson may affect Abbott's Heart Failure division.

Integration challenges with Medtronic could impact glucose monitor-insulin pump rollout.

Thermo Fisher's microfluidics expansion may increase competition for Abbott.

Differentiation

Abbott integrates continuous glucose monitoring with automated insulin delivery systems.

Abbott's microfluidic devices streamline diagnostic processes efficiently.

Abbott's neuromodulation products target specific nervous system areas for chronic pain relief.

Upsides

Microfluidic technology offers cost-effective solutions in diagnostics.

Strategic partnerships like Abbott-Medtronic enhance product offerings and market reach.

Significant investments indicate strong market confidence in Abbott's healthcare solutions.

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