Customer Experience Agent handling inquiries from Italian - speaking customers via phone, email, and social media. Resolving complaints and supporting buying processes in a customer - centric role.
About the role
- Product Manager at Abbott responsible for enhancing customer experience within the healthcare sector. Overseeing AI-driven call center solutions and collaborating with cross-functional teams.
Responsibilities
- Act as the subject-matter expert for our customers, ensuring solutions help resolve complaints effectively and efficiently during live calls while delivering measurable value for both customers and the organization.
- Understand call center operations, customer pain points, and business objectives to design AI-driven call center workflow solutions that create value for the customer and business within regulatory guidelines.
- Help guide the organization through digital transformation with a persistent focus on customer problems to solve, rather than delivery of features requested; Drive adoption of agile ways of working within product teams and stakeholders to rapidly innovate and deliver measurable value.
- Optimize effective product discovery via accountability to value and viability testing, while facilitating cross-functional product team opportunities to complete usability and feasibility testing.
- Partner closely with UX teams to design and execute user research that uncovers deep customer insights, ensuring product decisions are grounded in real user needs and behaviors.
- Collaborate closely with engineering, UX, and data science teams to deliver innovative solutions at speed.
- Define use cases/user stories and own roadmaps with a focus on modular product/service innovation; ensure that definitions are aligned to needs of the diverse global operations and quality teams within ADC.
- Drive adoption of modern product practices, including Agile, OKRs, and continuous delivery.
Requirements
- Bachelor’s degree with at least 4 years of related experience.
- Driving end-to-end tech-based product development, with a proven track record of bringing solutions from conception to market successfully.
- Deep understanding and experience in a similar role within the Medical/Consumer technology or similar space.
- Experience working with cross-functional teams in a fast-paced, agile environment, utilizing Scrum project management processes and/or the Product Operating Model framework.
- Proven indirect product team leadership experience throughout multiple phases of digital transformation.
- Strong analytical skills: able to collect, assess and derive insights from data to make decisions.
- Highly proactive, action & solution-oriented; self-driven, hands-on and comfortable taking ownership.
- Team-player who enjoys taking on accountability and connecting with people in an international team.
- Excellent communication skills in English and proficiency in a second language preferred but not a must.
- Ability to understand and articulate value—both customer and business value—and translate it into actionable product decisions.
- Ability to collaborate effectively with global stakeholders across multiple time zones and non-traditional work hours.
- Familiarity with cloud technologies, APIs, and scalable architectures; AI/ML integration experience is a strong plus.
- Experience working with contact center operations or customer support processes is a plus, including understanding pain points and improving agent/customer experience.
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.
Job title
Job type
Experience level
Salary
Degree requirement
Tech skills
Location requirements
Customer Care Consultant responsible for providing exceptional service in a global e - commerce platform. Collaborating with various departments while ensuring customer satisfaction through various communication channels.
Global Technical Sales Support Specialist at GEWISS supporting pre - sales activities with technical solutions. Collaborating with international teams to ensure competitive and accurate technical offers.
Sr Customer Experience Representative at Ingram Micro facilitating sales enablement and customer experience through platform expertise and customer engagement. Role involves collaborating with sales teams to drive outcomes for aligned customers.
Customer Service Representative I assisting with child support cases at the Florida Department of Revenue. Focusing on customer support through various channels for better case management.
Entry level Customer Service Representative providing solutions to client inquiries for Citi. Assisting clients efficiently while ensuring compliance with regulations and company policies.
PL
Bilingual Customer Service Representative for claims team providing support to customers. Requires call handling and documentation tasks with hybrid work opportunity.
International Customer Service Representative handling inquiries and orders at Concept2, a fitness equipment manufacturer in Vermont. Assist with product info, shipping, and warranty resolutions.
Customer Service Representative at Concept2 delivering customer support and technical troubleshooting for fitness equipment. Engaging in direct communication with customers and maintaining product knowledge.
Application Support Specialist managing the Computronix POSSE platform for the City of Hamilton. Providing technical oversight, system administration, and operational support across Planning, Permitting, and Licensing.