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.
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.
What You'll Do
The Senior Manager Global Training is an integral member of the Global Customer Experience team who is responsible for delivering training and training materials to customer service teams, ensuring their readiness for new product and service launches, on-market product updates, and best-in-class customer care.
PRIMARY FUNCTION: The primary function of the Senior Manager Global Training is to deliver best in class tools, practices, and methodologies for product and service support by area customer service teams. The Senior Manager will be responsible for development and maintenance of training materials for product and services support, as well as the overall project management of global customer service and training deliverables across commercial markets. This position functions as the subject manager expert and leader of the customer experience quality & training program, and develops and manages the overall training strategy and curricula for multiple customer service programs and third-party vendor contact centers.
Develop and maintain business relationships with key contact center third party service partners' quality and training teams. Ensuring that resources, systems and processes are adequate and scalable; and that all organizational best practices and contractual requirements are met
Leads call centers in understanding and successful deployment of quality system requirements and training programs.
Identify and proactively monitor training inputs. Ensure call centers receive appropriate training as updates are received. Inputs include:
Product launch/lifecycle updates
Global Quality System procedure updates
IT Systems updates
Case handling and troubleshooting updates
Commercial program launches and updates
Reimbursement program launches and updates
Responsible for implementing and maintaining quality systems compliance within the Customer Service organization and its strategic partners; ensuring compliance with all external and internal requirements (e.g. Regulatory Affairs, Legal, FDA, ISO, Product Quality, Ethics and Compliance)
Create standardized, agent-ready training materials based upon baselines from cross-functional partners
Participate in training preparation or follow up activities that may include: compliance assessments, procedure writing and approval, developing call center communications, hypercare, ongoing technical support, system administration, KPI reporting
Coordinate with local training managers to implement trainings in local Learning Management Systems (LMS)
Onboard, coach and mentor local training mangers to ensure high-level support (Train the Trainer)
Work with call centers to maintain local training plans, training calendars and training procedures
Product owner for LMS system. Manage vendor relationship
Gather and disseminate best practices across markets
Build/maintain/grow global Knowledge Management platform(s)
Monitor training effectiveness through quality/training KPIs, QM calibrations
Facilitate global and regional training meetings as needed
Maintain and update the training section of the Global Customer Experience intranet site
Customer Service Point of Contact for Customer Service for quality activities including CAPA investigations/actions, quality plans, complaint trend investigations, audit SME.
Responsible for compliance with applicable Corporate and Divisional Policies and performing other duties as assigned by management
Ensure external vendors maintain appropriate quality & training procedures documentation to support quality processes.
Identify and investigate Customer Service non-conformances (Abbott and Vendor) and ensure appropriate investigation and corrective action.
Functions as the Customer Service SME for supplier, internal and external audits.
Publish and present on-going reporting/analytics/insights outlining program and service performance.
Drive continuous improvement through implementation and analysis of service quality metrics.
Experience You'll Bring
B.A. or B.S. Degree with a minimum of 4 years related experience. MBA or M.S. is preferred.
EXPERIENCE: Experience in a training capacity or role required. Experience managing training material creation in a regulated health care environment required. Four plus years of experience in product management of medical devices/pharmaceuticals, preferred.
TECHNICAL SKILLS/TRAINING: Strong organizational and project management skills. Ability to deliver results under compressed timelines. Ability to manage third party partners.
This position may be hired at different levels depending on the experience of the candidate.
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.
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.