Sr. IT Business Relationship Manager - Customer Service
Location: Alameda, California
Internal Number: ABLAUS31005071ENUSEXTERNAL
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.
Abbott Diabetes Care in Alameda, CA currently has an opportunity for a Sr. IT Business Relationship Manager - Customer Service. At Abbott Diabetes Care our focus is to help people with diabetes lead healthier, happier lives. That's why we're 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.
WHAT YOU'LL DO
Reporting to the Director of IT Quality, the Sr. IT Business Relationship Manager will be responsible for working closely with Global and Regional Customer Service and Quality business partners to develop and maintain comprehensive business capability and IT road maps for Complaints Systems. Responsible for IT Capital and Expense financial projections, planning, and oversight for Customer Service & Quality systems. Responsible for identifying technology solutions to meet evolving business needs. Eliminate redundant systems and manual operations, while implementing consistent and automated best practices. This role is also responsible for compliance with applicable Corporate and Divisional Policies and procedures. Consulting toward business process owners on tools and solutions based on own area of IT expertise. Closely collaborate with other disciplines like corporate IT, Engineering, and business process owners in the BU. Influence and partner with business leaders (Manager, Director, Executives) to manage and align the process specific IT portfolio.
Core Job Responsibilities:
Provide expert oversight of global medical device customer service and quality systems and roadmaps
Provide expertise in the design, development, deployment, and maintenance of quality and validated systems
Ensure data integrity of FDA/regulatory Reporting processes
Liaise with Global and regional customer service operations, quality, regulatory and IT business functions.
Responsible for compliance with applicable Corporate and Divisional policies and procedures. Operates with broad goals and objectives. Has direct impact on capital budget, expenses and project completion.
Ensure compliance (Case Registration, Orders/Fulfilment, Complaint Handling, Regulatory Reporting, change control, etc.), improve quality, and reduce costs by optimizing and integrating quality processes, including management and reporting.
Facilitate conversations with stakeholders in order to help understand, document, and solve business needs
Understand, document and explain issues and requirements from both a technical and business point of view
Collaborate with design and development teams to document business requirements, product plans, workflows, system integrations, risks, and estimates in shared services/managed services setup
Analyze multifaceted business problems and issues using data from internal and external sources to provide insight to decision makers.
Conduct analysis using standard practices and tools associated with data gathering and analysis.
Resolve system defects ensuring acceptable system testing and timely deployments in collaboration with IT and external vendor to help operations conduct business more effectively.
Establish and maintain communication channels with process owners, key team members and internal stakeholders to support data gathering and analysis.
Assist with querying data for extraction, building or modifying smart lists and transitioning ad hoc report requirements.
Maintain system protocols by ensuring business owners are updating policies and procedures in accordance with QMS policies.
Provide user training and process hand-off for newly released functionality and enhancements.
Understand people, process and technologies required for advancing customer experience portfolio, enhancing Omni-Channel customer experience, improving agent experience, measuring and monitoring key performance indicators for measuring customer and agent satisfaction, call center operations.
Building and maintaining expertise on the IT portfolio for Abbott Diabetes Care globally. Proactively analyzes business processes; elicits, analyzes, and documents business requirements; identifies alternative solutions, assesses feasibility and makes recommendations typically seeking to exploit and leverage new or existing IT technology components
Champion change and innovation. Stimulates creativity, innovation and open to new ideas.
Constant awareness of corporate IT standards, technology trends, evolving regulatory requirements and their applicability to the business process and IT portfolio, and influences the IT stakeholders and partners in addressing these evolutions in the most efficient way.
Manages collaboration and partnership with Corporate Shared/Managed IT Services including Plan/Build/Run teams.
Minimum Education & Qualification
Bachelor's degree in Engineering or related field
10+ years of Customer Relationship Manager Platform experience
10+ years in the management and delivery of Customer Service Solutions/Applications
5+ years of Quality Systems/Validation Expertise
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.