Product Manager, Customer Experience 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, DiagnosticsIndustries

Requirements

Expertise in customer needs, particularly in resolving complaints effectively during live calls
Understanding of call center operations, customer pain points, and business objectives
Knowledge of regulatory guidelines for AI-driven solutions
Ability to drive digital transformation with a focus on customer problems
Experience with agile methodologies to foster innovation and rapid delivery
Skills in product discovery, value/viability testing, usability testing, and feasibility testing
Collaboration skills with UX, engineering, data science, and cross-functional teams
Ability to conduct user research and uncover deep customer insights

Responsibilities

Act as the subject-matter expert for customers, ensuring solutions resolve complaints effectively and deliver measurable value
Design AI-driven call center workflow solutions that create value within regulatory guidelines
Guide the organization through digital transformation, focusing on customer problems rather than requested features
Drive adoption of agile ways of working within product teams and stakeholders
Optimize product discovery through value and viability testing, and facilitate cross-functional usability and feasibility testing
Partner with UX teams to design and execute user research grounded in real user needs and behaviors
Collaborate with engineering, UX, and data science teams to deliver innovative solutions quickly
Define use cases/user stories and own roadmaps focused on modular product/service innovation

Skills

Product Management

Customer Experience

Digital Ecosystem

Healthcare

Diabetes Care

Consumer Products

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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