Sr. IT Business Relationship Manager, Global Customer Service

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 114,000 colleagues serve people in more than 160 countries.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You will also have access to:

• Career development with an international company where you can grow the career you dream of.

• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO

• An excellent retirement savings plan with high employer contribution

• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit an affordable and convenient path to getting a bachelor's degree.

• 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.

The Opportunity

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, nutrition, and branded generic medicines. Our Abbott colleagues serve people in more than 160 countries.

According to the World Health Organization, about 422 million people have diabetes today and by 2045 the number is projected to rise to 700 million people. At Abbott Diabetes Care our focus is to help people with diabetes lead healthier, happier lives. That is why we are dedicated to developing the next generation of technology that will provide glucose readings faster, and with less inconvenience, to help patients take charge of their diabetes.

Reporting to the Director of Business Relationships, the Sr. IT Business Relationship Manager (Sr. IT BRM) will be responsible for working closely with Global and Regional Customer Service, Complaint Handling and Complaint Investigation business partners and IT Delivery functions to develop and maintain comprehensive business capabilities for Abbott Diabetes Care Division. The Sr. IT BRM will work with the business stakeholder group to understand people, process and technologies required for advancing customer service portfolio, enhancing Omni-Channel services, improving agent experience, measuring and monitoring key performance indicators for analyzing customer and agent satisfaction and customer service operations. The role is responsible for identifying solutions to meet evolving business needs, eliminating redundant systems and processes, and automating operations to deliver business efficiencies.

What You will Work On

Relationship Management:

• Manage collaboration and partnership with Corporate Shared Services and business functions.

• Align stakeholders' objectives with Corporate and Business Unit priorities to ensure cohesive project direction.

• Manage conflict resolution to maintain strong business relationships.

Strategy & Alignment:

• Oversee portfolio management to align with organizational goals.

• Assess complex business challenges to provide strategic insights to stakeholders.

• Shape demand through strategic planning, business value assessment and investment strategies.

• Develop roadmaps to guide long-term program trajectories.

Planning and Execution:

• Manage projects from initiation to closure ensuring timely delivery.

• Design business solutions that address process gaps and requirements.

• Coordinate delivery efforts to meet project milestones and objectives.

• Facilitate resolution of operational issues ensuring acceptable system testing and timely deployments in collaboration with IT and external vendors to help operations conduct business more effectively.

Compliance and Communication:

• Communicate effectively with all levels of the organization.

• Ensure adherence to relevant regulatory, corporate, and quality standards.

• Maintain robust cybersecurity, privacy, and security protocols.

• Supporting multiple internal and external audits throughout the year

• Maintain system protocols by implementation policies and procedures in accordance with Quality Management System (QMS) policies.

Minimum Education & Qualification

• Bachelor's degree in computer science, Engineering, or related field

• 10+ years in the management and delivery of Customer Service Solutions/Operations/Applications

• 5+ years of Quality Systems/Validation Expertise in a regulated industry

Apply Now

• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

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.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is $144,100.00 - $288,300.00. In specific locations, the pay range may vary from the range posted.