Associated Product Manager/ Complaints Protocol BRM

Working at Abbott

According to the World Health Organization, approximately 422 million people have diabetes today and by 2045 the number is projected to rise to 700 million people. The Abbott Diabetes Care FreeStyle Libre continuous glucose monitor (CGM) sensor and customer experience delivers patient-centered solutions and empathetic experiences critical to helping people with diabetes understand how to manage their disease-state and live life to the fullest.

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

The Complaints Protocols BRM acts as an Associate Product Manager responsible for defining, delivering, and managing global IT solutions that support Post Market Surveillance teams in developing product troubleshooting guides and surveys. These guides form a critical foundation to address service requests and issues related to a variety of leading medical devices and digital health products. Consisting of sequences of questions, answers, and instructions, these guides are integrated into a wide range of digital touchpoints, including customer service (e.g.: salesforce service cloud), web, and mobile apps. Responses to these complaint handling surveys (e.g.: knowledge articles) form the core decision intelligence foundation, ensuring compliance with regulatory requirements and enhancing customer and product satisfaction.

Core Job Responsibilities

• Process & Workflow Standardization
  • Collaborate with cross functional teams to define end-to-end digital workflows, automate processes effortlessly, empowering business users and boosting productivity.
  • Partner with teams to streamline request intake and assessment and implement flexible processes that account for ease-of-use, complexity, and risk assessment.
  • Drive transformative solutions that facilitate effective communication and collaboration across teams through visual content modification and review techniques like tracked changes and annotations, ensuring clarity and accuracy in survey flowcharts.
  • Deliver productivity-enhancing technology solutions that maintain uncompromising quality, improving cycle time, customer satisfaction, and reducing costs.
  • Optimize translation processes by focusing on modular and reusable portions of files, reducing costs, cycle times, and accelerating time to market while minimizing risk.

• Data Integrity and Accuracy
  • Implement and maintain processes that guarantee the accuracy and consistency of data across all systems.
  • Implement robust data validation processes to support reliable decision-making.
  • Utilize data analytics to identify trends and areas for improvement.

• Compliance and Communication:
  • Communicate effectively with all levels of the organization.
  • Ensure adherence to relevant regulatory, corporate, and quality standards.
  • Maintain robust cybersecurity, privacy, and security protocols.
  • Support multiple internal and external audits throughout the year.
  • Maintain system protocols by implementation policies and procedures in accordance with Quality Management System (QMS) policies.

• Planning and Execution:
  • Manage projects from initiation to closure ensuring timely delivery.
  • Design business solutions that address process gaps and requirements.
  • Coordinate delivery efforts to meet project milestones and objectives.
  • Facilitate resolution of operational issues ensuring acceptable system testing and timely deployments in collaboration with IT and external vendors to help operations conduct business more effectively.

Minimum Education & Qualification

• Bachelor’s degree in computer science, Engineering, or related field
• 5 - 8 years in the management and delivery as a Product Manager/BRM in a global company.
• Expertise managing delivery of complaint handling/customer service and related IT solutions.
• 5 years of Quality Systems/Validation Expertise in a regulated industry.

Preferred Qualifications

• Familiarity with digital touchpoints such as customer service and complaint handling applications, Troubleshooting documents, knowledge articles, and document management life cycles.
• Experience in SalesForce Knowledge, process workflows, and service cloud.
• Experience in post market surveillance solutions
• Knowledge of medical device reporting, regulatory audits, and inspections.
• Experience in the medical device industry.
• Six Sigma Green Belt or Black Belt Experience

MISC:

• This is an onsite role located in 1420, Harbor Bay Parkway, Alameda, CA. This is not a remoter role/opportunity.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews.

Full-time