Manager, Global Knowledge Management 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 DevicesIndustries

Requirements

Strategic leadership and advocacy skills in Knowledge Management (KM)
Expertise in Knowledge-Centered Service (KCS) to champion and embed into processes
Proficiency in Salesforce Knowledge for technology enhancements and content management
Experience leveraging AI for knowledge discovery, semantic search, and predictive recommendations
Ability to design intuitive interfaces and integrate KM into digital workflows
Capability to develop and execute global KM strategies and roadmaps
Skills in promoting collaborative tools, Communities of Practice (CoPs), and KM education
Knowledge of identifying, categorizing, and delivering context-aware content (technical “know-how,” strategic “know-why,” relational “know-who”)
Experience extending KM to customer-facing channels
Ability to collaborate with global and cross-functional teams

Responsibilities

Champion a culture of Knowledge-Centered Service (KCS), embedding it into operational processes and systems; incentivize contributions across departments
Lead the evolution of Salesforce Knowledge, driving technology enhancements that optimize content management and agent experience
Leverage AI for intelligent knowledge discovery, semantic search, and predictive recommendations
Design intuitive interfaces for seamless access to knowledge by employees and customers
Integrate KM into digital workflows to eliminate silos and promote cross-functional collaboration
Develop and execute a global KM strategy and roadmap for all Customer Service teams
Align KM initiatives with the company’s digital strategy to accelerate insight delivery and improve customer experience, product innovation, and operational performance
Deliver curated, actionable knowledge to support data-driven decision-making
Promote collaborative tools and techniques, including Communities of Practice (CoPs), and educate teams on effective KM tool usage
Identify and categorize critical organizational knowledge and deliver context-aware content tailored to roles and tasks
Extend KM capabilities to customer-facing channels to ensure consistent and accurate information delivery
Explore and implement innovative KM methods to exceed performance KPIs and enhance customer satisfaction
Collaborate with global and cross-functional teams to manage knowledge content consistently
Oversee the collection, curation, and dissemination of global customer service knowledge content

Skills

Key technologies and capabilities for this role

Knowledge ManagementContent CurationProgram ManagementCustomer ServiceStrategyDiabetes CareHealthcare

Questions & Answers

Common questions about this position

What benefits does Abbott offer?

Abbott provides career development opportunities, free medical coverage through 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.

Is this position remote or onsite?

This is an onsite opportunity in Alameda, CA.

What skills are required for the Manager, Global Knowledge Management role?

The role requires expertise in championing Knowledge-Centered Service (KCS), leading Salesforce Knowledge enhancements, leveraging AI for knowledge discovery and search, designing intuitive interfaces, and integrating KM into digital workflows.

What is the company culture like at Abbott?

Abbott fosters a culture where you can do work that matters, grow, learn, care for yourself and family, be your true self, and live a full life; it is recognized as a great place to work, one of the most admired companies, and best for diversity, working mothers, female executives, and scientists.

What makes a strong candidate for this role?

A strong candidate should have strategic leadership in Knowledge Management, experience driving KCS culture, expertise in Salesforce Knowledge and AI technologies, and the ability to align KM initiatives with customer service objectives for global markets.

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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