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Abbott · 5 days ago

Manager, Global Customer Service Learning

Alameda, CA

Full-time

Onsite

Mid Level

$114K/yr - $228K/yr

4+ years exp

Abbott is a global healthcare leader that helps people live more fully at all stages of life. They are seeking a visionary Manager, Global Customer Service Learning to lead the transformation of customer service agent training across global markets by designing and implementing innovative, data-driven learning programs that empower agents to deliver exceptional customer experiences.

BiotechnologyEmergency MedicineGeneticsHealth CareHealth DiagnosticsManufacturingMedicalMedical DeviceNutritionPharmaceutical

Responsibilities

Develop 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 organization's 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 growth

Develop, deliver, and evaluate training programs and curriculum so skills and performance of employees and customer service agents around the world meet the organization’s 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 organization’s training activities remain relevant. Utilize AI-driven platforms for personalized learning recommendations, performance analytics, and real-time coaching

Lead, 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

Qualification

Training program developmentLearning management systemsCustomer service trainingInstructional designPerformance improvementStakeholder engagementChange enablementCross-functional collaborationTeam leadership