Manager, US Customer Service & Sales Operations, EP
Abott
Manager, US Customer Service & Sales Operations, EP
At 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. You'll 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 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.
The Opportunity
This role supports our Electrophysiology (EP) commercial team out of our St Paul, MN location. Abbott's Electrophysiology division is at the forefront of diagnosing and treating heart rhythm disorders. We develop innovative technologies that help physicians restore patients' cardiac health and improve quality of life. Our EP portfolio includes advanced mapping systems, ablation catheters, and diagnostic tools that support minimally invasive procedures. With a strong focus on clinical outcomes and physician collaboration, we are committed to shaping the future of cardiac care.
What You'll Work On
The Manager, US Customer Svc & Sales Operations, EP will serve as a strategic partner to the US EP commercial organization, leading efforts to optimize call center operations, sales support, and order management processes. This role requires a proactive and service-oriented leader who can drive cross-functional collaboration, enhance customer experience, and deliver scalable solutions that support global business growth.
As a key contributor to customer operations, the manager ensures consistent and reliable execution of service programs, order fulfillment, and support initiatives. They champion data-driven decision-making and continuous improvement through performance analytics, automation, and process standardization. The role also upholds compliance and data integrity across all customer touchpoints, reinforcing operational excellence and accountability.
Through strong leadership and operational stewardship, the Customer Service Manager helps shape a responsive, efficient, and customer-centric support organization.
Key Responsibilities:
Leading and developing the customer service team: This includes hiring, training, and guiding customer care representatives to maintain a high level of product and pricing knowledge, ensuring courteous, professional, and timely handling of inquiries and requests from sales, distributors, and customers.
Driving a customer-centric culture: Transforming a product-focused organization into one that prioritizes service excellence is crucial, requiring a focus on continuous improvement and enhancing the overall customer experience.
Complaint Handling and Reporting: Establishing and maintaining procedures for handling and reporting customer complaints in compliance with FDA regulations is essential in the medical device industry.
Performance Management and Metrics: Defining, setting, and managing realistic expectations for service delivery and agent performance targets, measuring performance against key performance indicators (KPIs), and coaching agents to achieve those targets is vital.
Utilizing Technology: Employing tools like Five-9 and SAP platforms and data analysis tools to manage interactions, track performance, and identify areas for improvement.
Managing High-Pressure Situations: Effectively resolving escalated customer complaints and other challenging situations, balancing customer satisfaction with company policies and procedures.
Collaboration: Working closely with sales, marketing, R&D, product development, logistics, and regulatory teams to ensure seamless customer experience and alignment with overall business objectives and product innovation.
Qualifications:
Bachelor's degree required
5+ years of experience in people management; 10+ years of experience in Customer Service, Call Center and/or Sales Operations
Leadership and Team Management Skills: The ability to lead, mentor, motivate, and develop a high-performing team.
Excellent Communication and Interpersonal Skills: Crucial for building strong customer relationships, effective team management, and handling sensitive patient interactions.
Strong Product Knowledge: An understanding of medical devices and their functionality is vital for effective troubleshooting, providing accurate information, and meeting customer needs.
Problem-solving and Analytical Abilities: Essential for addressing complex challenges, identifying solutions, and making informed decisions in a fast-paced environment.
Regulatory Compliance: Understanding and adhering to healthcare regulations like HIPAA and Medical Device Reporting requirements is crucial.
Adaptability and Resilience: The ability to handle high-pressure situations, adapt to technological changes, and maintain a positive attitude in a demanding environment.
Attention to Detail: Important for ensuring accurate information, order processing, and compliance with regulations.
Empathy: Understanding and responding to the concerns and needs of patients and healthcare providers.
Prior Abbott experience working in an Abbott division is a strong plus
The individual must be highly motivated and have a desire to innovate. The ability to work independently and proactively identify improvement opportunities is essential
Candidate should be able to work under pressure, consistently meet deadlines and direct activities on several projects at one time
What We Offer
At Abbott, you can have a good job that can grow into a great career. We offer:
A fast-paced work environment where your safety is our priority
Production areas that are clean, well-lit and temperature-controlled
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
The base pay for this position is $97,300.00 – $194,700.00. In specific locations, the pay range may vary from the range posted.