IT BUSINESS RELATIONSHIP MANAGER – GLOBAL CUSTOMER EXPERIENCE

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

Our location in Alameda, CA has an opportunity for an IT Business Relationship Manager – Global customer experience.

What You Will Do

The IT Business Relationship Manager (BRM) will be responsible for working closely with Abbott Diabetes Care (ADC) Global Customer Experience (GCX) business partners and serve as the liaison between business partners and shared services delivery teams to ensure that business needs and requirements are being addressed across Plan, Build, and Run areas.

The BRM will be a hands-on person, managing the day-to-day operations of customer service IT systems, ensuring they are functioning optimally, communicating, and escalating issues when necessary. The BRM will be collaborating with customer service teams to gather and document business requirements for IT systems, working with Delivery teams to design and implement IT solutions that enhance customer service operations and improve customer satisfaction. The BRM will also be overseeing the integration of new systems and technologies into the existing GCX IT infrastructure.

CORE JOB RESPONSIBILITIES:

BUSINESS ACUMEN

• Understand business objectives and leverage technology to drive business success.
• Understand regulatory landscape for medical devices, ensuring that all digital solutions comply with global standards.
• Design business solutions that address process gaps and requirements.
• Problem-solve through data gathering and root cause analysis.
• Work cross-functionally (e.g. Operations, Quality & Regulatory functions, Marketing, and other IT groups) to ensure that IT solutions meet the needs of the business.

PLANNING & EXECUTION:

• Good understanding of project management process, best practices, and documentation.
• Manage multiple concurrent projects from initiation to closure ensuring timely delivery.
• 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.
• Be flexible and adaptable to adjust to shifting priorities.

COMPLIANCE & 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 when and if needed.
• Maintain system protocols by implementation policies and procedures in accordance with Quality Management System (QMS) policies.

RELATIONSHIP MANAGEMENT

• Responsible for maintaining healthy and conflict-free relationship between the business customer and IT delivery teams. Responsible for creating and ensuring a productive, collaborative, and friendly team environment.

STRATEGIC THINKING

• Build and maintain expertise on the IT portfolio for ADC Customer Service globally. Proactively analyze business processes; elicit, analyze, and document business requirements; identify alternative solutions, assesses feasibility, and make recommendations typically seeking to leverage new or existing IT technology components.
• Constant awareness of corporate IT standards, technology trends, evolving regulatory requirements and their applicability to the business process and IT portfolio, and influence the IT stakeholders and partners in addressing them in the most efficient way.

Minimum Qualifications:

• 5-8 years of IT or business experience in a large or midsized multinational/global organization.
• Experience with end-to-end lifecycle of software projects: requirements definitions with business, applications selection, implementation & deployment, support, upgrade, interfacing, and decommissioning.
• Strong experience partnering with Customer Service function to deliver and support solutions leveraging technologies such as Salesforce Service Cloud, Salesforce Einstein, Knowledge Management, and CCaaS solutions (e.g. Five9).
• Strong Project management skills.
• Strong interdisciplinary, intercultural influence, negotiating and networking skills.

Preferred Qualifications:

• Experience in the medical device industry.
• Expertise on technologies used by Customer Service (e.g. Salesforce Service Cloud, Salesforce Einstein, Knowledge Management, Five9, Speech Analytics) and how to deploy them most effectively in a regulated environment.
• Experience with Data Governance & Data Management.
• Proven experience in data integration initiatives with a focus on enhancing data quality and integrity, user experience, and productivity.

• Demonstrated ability to lead and manage cross-functional, virtual teams across different geographies and cultures, ensuring effective collaboration and project success.
• Strong conflict resolution skills.

MISC:

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

The base pay for this position is $112,000.00 – $224,000.00. In specific locations, the pay range may vary from the range posted.

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