Senior Specialist, Customer Service Systems

Abbott Laboratories • Alameda, CA

5d • $114,000 - $228,000 • Onsite

About The Position

Abbott’s Diabetes Care division is seeking a Senior Specialist, Customer Service Systems to join our dynamic Customer Service team based in the Alameda, CA headquarters. This is a critical role for supporting and advancing the technology ecosystem that enables Customer Service operations. This position acts as the liaison between Customer Service, IT, GCx, and cross-functional partners, ensuring that systems, tools, and processes are optimized to support best in class customer experience, agent experience, operational efficiency, and regulatory compliance.

Requirements

• Bachelor’s degree in information systems, computer science, business, or related field.
• At least 4 years of experience in business system development and support, IT business relationship management, customer service technologies, or related roles.
• Strong understanding of enterprise platforms and concepts, specifically in areas of business applications, cloud platforms, networking, telephony, security.
• Knowledge and experience with SDLC methodologies (Agile, Waterfall) and System Life Cycle documentation such as URS, user stories, process flows, test plans.
• Able to discuss complex technical information to technical and non-technical stakeholders.

Nice To Haves

• Ability to learn new systems and tools.
• Effective verbal and written communication skills.
• Experience from industries that are leveraging digital means of engaging with customers in regulated environments.
• Knowledge and hands-on experience with customer service systems and technologies, such as contact management systems (E.g., Salesforce Service Cloud), knowledge bases, telephony systems, data analytics and system integrations.
• Experience in driving change management in a highly cross functional, matrix organization.
• Ability to work well under pressure and with multiple projects and priorities.
• Project management skills and experience is a plus.

Responsibilities

• Understands division's vision, goals, and strategies
• Identify and define business requirements: This involves working with customer service team, and/or contact center staff to understand their workflows, identifying pain points, and defining new processes that optimize the agent and customer experience.
• Understand and analyze complex business or technical issues, propose solutions, assess options, and influence decisions.
• Support the design and implementation business systems and processes: This may include designing workflows and communicating contact center needs such as changes to customer relationship management solutions (CRM, Salesforce), telephony systems, customer facing solutions, etc., to ensure that they meet the needs of the business.
• Stakeholder communicating: Work with business leaders, IT staff, and other stakeholders to ensure that the contact center systems and processes are aligned with business goals.
• Monitoring and optimizing performance: Manage internal dashboard and reports. Analyze data to identify areas of improvement and optimize contact center systems and processes to improve agent and customer experience.
• Project management: Lead cross-functional teams to implement enhancements, new solutions, business initiatives, etc.
• Manage change and drive innovation and continuous improvements
• Responsible for compliance with applicable Corporate and Divisional policies and procedures.
• Develop business case/summary and priorities in collaboration with stakeholders
• Create technology demand plan with priorities for Customer Service
• Vendor liaison, coordinates projects and timelines
• URS development & reviews
• Change Management tickets, SOWs, forms
• Leads UAT coordination and execution by Customer Service
• SLC signs off for Customer Service systems

Benefits

• 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 bachelor’s 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level