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Director, Global Service Business Operations - Abbott Molecu

Company: Abbott Laboratories
Location: Des Plaines
Posted on: April 5, 2021

Job Description:

Director, Global Service Business Operations - Abbott Molecular 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. At Abbott Molecular, we realize the potential of personalized care as the laboratory's most trusted and preferred source for molecular diagnostic solutions. We are a division of Abbott Laboratories, a global, diversified healthcare innovator with a legacy of pioneering work in medical diagnostics. Our location in Des Plaines, IL currently has an opportunity for a Director, Global Service Business Operations . The Director, Global Service Business Operations is responsible for new business processes and tools designed to differentiate Abbott from the competition as premier service provider. Key enablers driven from the team this position leads include Active Sense Technology SMART centers, technical call centers, asset management, business development, and service best practices to support margin improvement. This role will also lead the Global Service PMO, which manages the project portfolio to deliver high impact programs that significantly improve productivity, maintain our customer experience/loyalty measurement programs, and standardize training curriculums and programs for customers and employees. WHAT YOU'LL DO

  • Responsible for the Customer Service Nep Promotor Score (NPS) strategy.
  • Drive customer improvements and accountable for maintaining an NPS score stablished by the market and business.
  • Implement standardized project planning and control processes.
  • Develop, lead, and maintain the Lean Six Sigma program throughout Global Service.
  • Responsible to lead development and implementation of proactive and predictive prognostic health monitor program for on market products.
  • Oversee the establishment of a standardized service training program including needs assessment, instructional design, curriculum development, program delivery and effectiveness measurement.
  • Drive best practices use of systems, applications, tools and business processes across AMD Service to drive key commercial strategies.
  • Ensure high impact programs are conceived, planned, executed tracked and resourced appropriately to meet financial objectives as defined by the Division's Long-Range Plan.
  • Enhance organizational capability and provide direction for business excellence (e.g., value stream mapping, 6-sigma, lean, design excellence) in global service to ensure best in class processes.
  • Advise on field force effectiveness including metrics development and use, technology access, training and certifications, and continuous maximization of best practices.
  • Evaluate incentive system and recommend necessary adjustments to make sure is aligned with business strategy and is driving the expected behaviors and outcomes.
  • Achieve service sales for parts, time, and materials and service contracts.
  • Establish and implement process for charging out service time/material to internal departments who utilize services.
  • Be accountable for the global service P&L.
  • Direct the work of a broad range of technical and support personnel.
  • Coach and mentor team members across multiple diverse projects on performance and developmental needs. Accountability
    • This position reports to the General Manager of Global Service and has direct impact on the ability of the organization to meet short term and long-term objectives for profitability and customer satisfaction.
    • Interacts with multiple internal and external stakeholders in multiple geographies to ensure programs and solutions developed could be effectively deployed on a global basis.
    • Processes and tools developed under this position responsibility have a direct impact in gross margin and revenue acceleration. EDUCATION AND EXPERIENCE YOU'LL BRING Required
      • Bachelor's Degree in business, life sciences, engineering, or related technical discipline.
      • 10+ years' experience in Service P&L, Fiscal Responsibility, or Customer Satisfaction.
      • 5+ years' experience in project management, and the direct leadership of teams.
      • The ability to travel 30-40% domestically and internationally. Preferred-- --
        • MBA preferred.
        • Combination of experience and/or exposure to service, operations, and business development desired.
        • Experience engaging multiple stakeholders and different team sizes, demonstrated ability to lead broad organizational changes and large scope/impact initiatives. 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.-- Get tailored job recommendations based on your interests.
            • JOB ID: 30972361
              • LOCATION United States - Illinois - Des Plaines
              • DIVISION AMD Molecular
                • TRAVEL Yes, 50 % of the Time
                  • MEDICAL SURVEILLANCE No
                    • SIGNIFICANT WORK ACTIVITIES Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day)Keyboard use (greater or equal to 50% of the workday) Our business encompasses many different functions and capabilities, which allows you to explore careers in various fields.-- GROWTH PLANNING Growth Planning and Performance Excellence is an annual process through which you'll be able to have open career discussions with your manager to help you determine your own career path and future. TRAINING & NETWORKS We provide a wide range of classroom and e-learning courses to help you develop new skills and enhance your career.-- WE'RE RECOGNIZED AROUND THE WORLD DOW JONES SUSTAINABILITY INDEX BEST CORPORATE CITIZENS FORTUNE CHANGE ---------------------THE WORLD FORTUNE'S MOST ADMIRED COMPANIES JOIN OUR TALENT COMMUNITY We will notify you about relevant positions, and keep you in mind whenever we have interesting opportunities.-- Abbott welcomes and encourages diversity in our workforce including Minorities, Women, Individuals with Disabilities and Protected Veterans. We provide reasonable accommodation to qualified individuals with disabilities. Unless otherwise specified, all product and service names appearing in this Internet site are trademarks owned by or licensed to Abbott, its subsidiaries or affiliates. No use of any Abbott trademark, trade name, or trade dress in this site may be made without the prior written authorization of Abbott, except to identify the product or services of the company.

Keywords: Abbott Laboratories, Des Plaines , Director, Global Service Business Operations - Abbott Molecu, Executive , Des Plaines, Illinois

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