Product Manager, Customer Experience

The goal of Global Customer Experience (GCX) is a unified, consistent, and best-in-class customer experience. This position is responsible for the overall strategy & roadmap for solutions that take a holistic approach of product development from long-term strategy to tactical implementation of features/functionalities to drive an excellent customer-centric experience.

• Act as the subject-matter expert for our customers, ensuring solutions help resolve complaints effectively and efficiently during live calls
• Understand call center operations, customer pain points, and business objectives to design AI-driven call center workflow solutions
• Help guide the organization through digital transformation with a persistent focus on customer problems to solve
• Optimize effective product discovery via accountability to value and viability testing
• Partner closely with UX teams to design and execute user research that uncovers deep customer insights
• Define use cases/user stories and own roadmaps with a focus on modular product/service innovation
• Drive adoption of modern product practices, including Agile, OKRs, and continuous delivery

• Bachelor's degree with at least 4 years of related experience
• Driving end-to-end tech-based product development, with a proven track record of bringing solutions from conception to market successfully
• Deep understanding and experience in a similar role within the Medical/Consumer technology or similar space
• Experience working with cross-functional teams in a fast-paced, agile environment, utilizing Scrum project management processes and/or the Product Operating Model framework
• Proven indirect product team leadership experience throughout multiple phases of digital transformation
• Strong analytical skills: able to collect, assess and derive insights from data to make decisions
• Highly proactive, action & solution-oriented; self-driven, hands-on and, comfortable taking ownership
• Team-player who enjoys taking on accountability and connecting with people in an international team
• Excellent communication skills in English and proficiency in a second language preferred but not a must
• Ability to understand and articulate value—both customer and business value—and translate it into actionable product decisions
• Ability to collaborate effectively with global stakeholders across multiple time zones and non-traditional work hours
• Familiarity with cloud technologies, APIs, and scalable architectures; AI/ML integration experience is a strong plus
• Experience working with contact center operations or customer support processes is a plus, including understanding pain points and improving agent/customer experience

• 401k matching
• Health insurance
• Free medical coverage in our Health Investment Plan (HIP) PPO medical plan
• Tuition reimbursement
• Freedom 2 Save student debt program
• FreeU education benefit

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines.