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. Our 109,000 colleagues serve people in more than 160 countries.
Customer Experience Content Manager
At Abbott, we believe people with diabetes should have the freedom to enjoy active lives. That's why we're focused on helping people with diabetes manage their health more effectively and comfortably, with life-changing products that provide accurate data to drive better-informed decisions. We're revolutionizing the way people monitor their glucose levels with our new sensing technology.
Our location in Alameda, CA currently has an opportunity for a Customer Experience Content Manager.
WHAT YOU'LL DO
The Customer Experience (CX) Content Manager acts as a principal liaison between Customer Service and Medical, Marketing, Public Affairs, Regulatory Affairs, Legal and other departments. Key objectives of this position include creation and management of customer facing and internal content that is accurate, consistent, and compliant with advertising and promotional guidelines.
The CX Content Manager will work with cross-functional teams and vendors to develop and deliver content to support seamless self-service on the website, digital assets and internal knowledge bases with the goal to help our customers or service representatives find and effectively resolve their issues. They will also provide strategic thinking to support tactical plans that empower the business through improved customer journey intelligence to drive decision making as well as customer experience management improvement.
The CX Content Manager is responsible for the effective and cost-efficient delivery of content to using various technology platforms (i.e. salesforce knowledge, Veeva) for use across a variety of methods (cloud based, mobile, desktop, email, etc.). They advise on how to leverage feedback and analysis practices to enhance document and content management processes and outcomes, using established or emerging tools and identifies related strategic opportunities where content can be used to improve customer affinity to brand.
Evaluate consumer-initiated questions and provide appropriate response or collaborate with "subject matter experts" for new talking points
Facilitate weekly review of current approved responses to confirm accuracy of the information or determine the need to update the responses
Identify and implement enhancements to the content library or databases to increase effectiveness and assist with more accurate reporting to provide insights to improve customer or service agent uptake
Provide existing top responses to Marketing to develop Abbott website FAQs and review existing FAQ content quarterly
CX Program Management
Work with cross-functional teams and vendors to develop and deliver content to support ADC's customer service self-service website or digital assets
Support Net Promoter Score (NPS) and CX program initiatives, to include; customer journey mapping, call listening, focus groups, among other tasks
Act as primary point of contact for brand-initiated projects from concept to commercial launch. Lead the creation of approved talking points for Customer Service and assist with reporting requests
Promote aligned consumer experience across all channels of communication (phone, social, email, website, chat)
Collaborate with Public Affairs regarding any urgent media issues, product launches and product field notifications, which may dynamically impact consumers and customers
Provide continuous communication to the leadership team regarding upcoming projects and innovations
EDUCATION AND EXPERIENCE YOU'LL BRING
Bachelor's degree required
A minimum of 4 years of experience preferably in Customer Service or Knowledge or Social/Digital response with progressive responsibilities
Master's Degree preferred
English or Communications major preferred
3-5 years practical experience with content and/or Customer Experience enablement delivery systems, content aggregation, and other content information delivery methods.
Customer service and presentation skills. Excellent communication skills, both verbal and written. Requires excellent project management and analytical skills. Advanced technical skills, including Salesforce.com, Sharepoint, Microsoft Office (Word, Excel, Powerpoint, Access).
Previous experience in a contact center environment preferred
Ability to build strong relationships with cross-functional teams and a solid understanding of the business
Proven ability tomanagemultipleassignments in a fast-pacedenvironmentandprioritizeworkitemsappropriatelyandindependently
Results driven - Role will have many high priority projects and strict deadlines
Experiencein/understandingofallroles within the contactcenter,including the 3rdPartypartners
Strong analytical and critical thinking skills - problem solving consumer situations, etc.
Ability to translate and coordinate complex product/marketing programs into effective training within tight timelines
Demonstrates strong interpersonal skills with all levels of team members and leadership team members
Exemplary written and verbal communication skills, and the ability to multi-task effectively
Understanding of Marketing Cloud and Social Media platforms is a plus
WHAT WE OFFER
At Abbott, you can have a good job that can grow into a great career. We offer:
· Training and career development, with onboarding programs for new employees and tuition assistance
· Financial security through competitive compensation, incentives and retirement plans
· Health care and well-being programs including medical, dental, vision, wellness and occupational health programs
· Paid time off
· 401(k) retirement savings with a generous company match
· The stability of a company with a record of strong financial performance and history of being actively involved in local communities
Follow your career aspirations to Abbott for diverse opportunities with a company that provides the growth and strength to build your future. 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 and @AbbottGlobal.
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. Our 109,000 colleagues serve people in more than 160 countries.