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 in healthcare/digital solutions
Experience with digital transformation and agile methodologies
Ability to conduct product discovery, value/viability testing, usability, and feasibility testing
Collaboration skills with UX, engineering, data science, and cross-functional teams

Responsibilities

Act as the subject-matter expert for customers, ensuring solutions resolve complaints effectively and efficiently during live calls while delivering measurable value
Design AI-driven call center workflow solutions that create value for customers and business within regulatory guidelines
Guide the organization through digital transformation with a focus on customer problems
Drive adoption of agile ways of working within product teams and stakeholders to innovate and deliver value rapidly
Optimize product discovery via accountability to value and viability testing, and facilitate cross-functional usability and feasibility testing
Partner with UX teams to design and execute user research for deep customer insights
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

Key technologies and capabilities for this role

Product ManagementCustomer ExperienceDigital EcosystemHealthcareDiabetes CareConsumer Products

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 a full-time position?

Yes, this is a full-time employment opportunity.

What is the salary range for this Product Manager role?

This information is not specified in the job description.

Is this role remote or does it require office work?

This information is not specified in the job description.

What skills and responsibilities are key for this Product Manager position?

The role requires acting as the subject-matter expert for customers, understanding call center operations and customer pain points, and developing overall strategy and roadmap for customer experience solutions from concept to launch.

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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