Manager, Global Customer Service Learning at Abbott

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 114000 colleagues serve people in more than 160 countries. JOB DESCRIPTION:Working at AbbottAt Abbott you can do work that matters grow and learn care for yourself and your family be your true self and live a full life. Youll also have access to:Career development with an international company where you can grow the career you dream of.Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.An excellent retirement savings plan with a high employer contribution.Tuition reimbursement the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelors degree.A company recognized as a great place to work in dozens of countries worldwide 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 the best place to work for diversity working mothers female executives and scientists.The OpportunityThis position works out of our Alameda CA location in the Diabetes Care division where we are focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. Were revolutionizing the way people monitor their glucose levels with our new sensing technology.We are seeking a visionary Manager Global Customer Service Learning to lead the transformation of customer service agent training across global markets. This role will design and implement innovative data-driven learning programs that empower agents to deliver exceptional customer experiences.The ideal candidate will be passionate about modern learning methodologies digital enablement and performance improvement. They will collaborate cross-functionally to build scalable personalized learning journeys that drive agent engagement skill mastery and operational excellence.This is an onsite opportunity in Alameda CA.What Youll Work OnDevelop and execute a global learning strategy tailored to customer service agents integrating modern instructional design microlearning and adaptive learning technologies.Direct all training and development activities to ensure they are conducted efficiently cost-effectively and in accordance with the organizations policies and standards.Analyze and identify the training and development needs of employees. Embed learning into daily agent workflows using tools like Salesforce knowledge bases and digital assistants to support just-in-time learning.Develop an overall training plan to meet the current and planned Customer Service requirements of the organization. Create immersive onboarding experiences and continuous learning paths that accelerate time-to-proficiency and support career growthDevelop deliver and evaluate training programs and curriculum so skills and performance of employees and customer service agents around the world meet the organizations requirements.Define and track KPIs such as learning engagement proficiency customer satisfaction and resolution time. Use insights to continuously improve learning programs.Liaise with area managers to develop and implement training development and succession plans that are appropriate for their business needs and consistent with the overall training strategy. Partner with Customer Service Knowledge Management Product and Quality teams to align learning initiatives with business goals and customer needs.Select and manage ongoing relationships with external consultants and training providers. Oversee the selection implementation and optimization of learning technologies and external training providers.Stay current on developments and innovations in training and education in the industry sector so the organizations training activities remain relevant. Utilize AI-driven platforms for personalized learning recommendations performance analytics and real-time coachingLead direct evaluate and develop a team of training professionals.Drive adoption of new learning programs and tools through effective communication stakeholder engagement and change enablement strategies.Required QualificationsAssociates DegreeMinimum 4 years industry applicability (Must include combination of training within Medical Devices and / or Customer Service organizations)Minimum 4 years LMS Management (Preferred within Allego)Preferred QualificationsBachelors DegreeLearn more about our health and wellness benefits which provide the security to help you and your family live full lives: 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 on LinkedIn at and on Facebook at The base pay for this position is $112000.00 $224000.00In specific locations the pay range may vary from the range posted. JOB FAMILY:Learning & Development DIVISION:ADC Diabetes Care LOCATION:United States > Alameda : 2601 Harbor Bay Parkway ADDITIONAL LOCATIONS: WORK SHIFT:Standard TRAVEL:Yes 15 % of the Time MEDICAL SURVEILLANCE:No SIGNIFICANT WORK ACTIVITIES:Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day) Keyboard use (greater or equal to 50% of the workday) Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law link - English: EEO is the Law link - Espanol: Experience:Manager Key Skills Typing,Data Entry,Customer Service,Basic Math,Computer Skills,Windows,Banking,Upselling,Pricing,Sanitation,Cash Handling,Stocking Employment Type : Full-Time Experience: years Vacancy: 1 Monthly Salary Salary: 112000 - 224000