Customer Experience Program Manager, EMEAP (m/f/d)
About Abbott
Abbott is a global healthcare leader, creating breakthrough science to improve people’s health. We’re always looking towards the future, anticipating changes in medical science and technology.
In Germany, Abbott has more than 3,000 employees working in manufacturing, research and development, logistics, sales, and marketing. They are located at Abbott`s German headquarters in Wiesbaden and its sites in Hanover, Neustadt am Rübenberge, Wetzlar, Eschborn, Cologne, Jena, and Hamburg.
The Opportunity
This position works out of our location in Wiesbaden (Abbott GmbH) in the Abbott Diabetes Care division that is focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions.
What You’ll Do
* Setting up, managing and executing programs and projects in cooperation with countries and 3rd Party Service Provider for best-in-class service for Abbott Customers.
* Driving commercial excellence activities and efficiency programs with cross-functional partners
* Analyzing and improving existing processes and implementing new processes if and where appropriate.
* Ensuring excellence in Run Operations of our multi-language service center hubs in cooperation with Senior Performance and CX Management.
* Ensuring Supplier Governance excellence execution together with Senior CX Management.
* Working closely with Global Project team, Quality teams of Abbott and 3rd Party Service provider to guarantee excellent delivery and execution and a sustainable process landscape.
* Analyzing and improving all aspects of an omnichannel agent- and customer-experience/journey to ensure and increase customer & agent satisfaction.
* Shaping the CX infrastructure and IT landscape in cooperation with delivery partners
* Maintaining and improving customer satisfaction levels by providing problem-solving and root-cause analysis
Required Qualifications & Skills
* Post graduate diploma or University degree and/or adequate degree and on-the- job business exposure.
* Minimum 10 years of work experience required.
* Track record in developing programs to develop and improve processes and quality along an omni-channel / digital retail customer journey.
* Experience in service provider governance.
* Experience in staff development of large scale BPO organizations
* Proven project management and organizational skills (Classical and Agile)
* Excellent communicator with strong business acumen
* Action and solution-oriented; self-driven and proactive
* Analytical team-player who takes on accountability and enjoys connecting with people in an international team.
* Ability to document business requirements and qualify and quantify their effects.
* Fluent in English and other Language; fluency in German is a plus
* Travel up to 30%
Working at Abbott
At Abbott, you can do work that matters and help people to live a healthier and full life, grow your career, and learn, be your true self. You will have access to:
* Career development with an international company where you can grow the career you dream of.
* An attractive benefits package (e.g., attractive Abbott Pension Plan, a company bike, employee stock purchase program).
* A company recognized as a great place to work in dozens of countries around the world 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 a best place to work for diversity, working mothers, female executives, and scientists.
* A challenging position in a fast-growing crisis independent industry.
* Become part of a dynamic, highly educated, highly skilled, and motivated team.
* Flat hierarchies, open appreciative mentality, and efficient, constructive lines of communication.
* A Multi-national environment, where we foster the development of our talents within the enterprise.
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.
We ask for your understanding that we only consider online applications via our online application portal. Applications by email or post cannot be processed. Original documents will not be returned.
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