Customer Experience Program Manager - EMEAP (m/f/d)

at  Abbott Laboratories

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.

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.
• Travel up to 30%

PREFERRED QUALIFICATIONS & SKILLS

• Experience in a mass market environment is a plus.
• Experience is Lean Management Practices and Procurement is a plus.
• Experience in service provider governance in a BPO model
• Experience in a regulated industry (e.g., MedTech) and or along an omni-channel / digital retail customer journey is a plus.
• Preferably expertise in an omnichannel environment b2c environment with an international setup (multi-countries).
• Fluency in German is a plus.

• 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