Global Analytics Project Manager

Working at Abbott 

At Abbott, you can do work that matters, grow, and learn, care for yourself and 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. 

• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO 

• An excellent retirement savings plan with 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 around the world 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 a best place to work for diversity, working mothers, female executives, and scientists.  

The Opportunity  

This position works out of our Alameda, CA location in the Diabetes Care division where we are focused on helping people with diabetes manage their health with life-changing products that provide accurate data to drive better-informed decisions. We’re revolutionizing the way people monitor their glucose levels with our new sensing technology. 

The healthcare landscape has dramatically evolved during the last several years. Consumers expect to have more control over their information and care decisions in a personalized and accessible environment. To be successful in this space, it is imperative Abbott creates a best-in-class customer experience through a leading digital ecosystem that is personalized and builds trust across all of Abbott’s channels.

Our Diabetes Care division has a pipeline with products that are squarely focused on the consumer. With revenue of >$5B in 2023, is a global leader in providing life changing technology for the management and treatment of people living with chronic conditions including Diabetes.

As the Global Analytics Project Manager, in Global Market Insights (GMI) Data & Analytics team, part of GCX organization. This role will report to the Global Data Scientist and responsible to contribute to the analysis and development of insights that will guide the performance, reporting and improvement of the global customer service team. In this role you will collaborate with stakeholders within global commercial teams to support the business in making insights-driven recommendations. Success within this position will be achieved through rigorous application of analytical methodologies and development of business understanding to identify strategic insights around key customer questions and opportunities for improvement.

What You’ll Work On 

This role is pivotal in measuring, analyzing, and optimizing key performance indicators (KPIs) and performance metrics for our global customer service operations. The successful candidate will leverage data insights to drive improvements, with a particular focus on KPIs like Net Promoter Score (NPS), Call handing time and other critical metrics.

Key Responsibilities:

KPI (key performance indicators) Measurement and Analysis:

• Develop and manage dashboards and reports to monitor and evaluate KPIs such as Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Response Time (FRT), and Resolution Time (RT).

• Proactively analyze the data to identify trends, patterns, and areas for improvement in customer service metrics.

• Finds creative and compelling ways to generate, present, and evangelize results and recommendations throughout the company, to help cultivate a highly informed, more effective, and more empathetic organization

Performance Optimization:

• Track and assess current service metrics of 4000 global customer service agents, including NPS and CSAT, and provide actionable insights to enhance customer service quality and efficiency.

• Identify underperforming KPIs and develop targeted strategies to address deficiencies.

• Recommend and implement improvements to service processes, procedures, and interactions based on data-driven insights.

• Understands the marketplace, competitor dynamics and brings the brings the voice of the customer to life with global business partners

Tactical and Strategic Recommendations:

• Data-driven proposals on initiatives to boost customer satisfaction and loyalty, that include new ideas to improve NPS and other key metrics.

• Co-ordinate with customer service global customer service teams to develop and execute tactics and formulate strategies aimed at enhancing service delivery and performance.

• Identify and leverage levers for improvement, such as training, process changes, or technology enhancements.

• Distills the insights, and crafts a compelling narrative to create customer focused strategy and drive execution globally 

• Leverages multiple sources of data and types of research to build conviction on your teams that drive action in our global markets.

Data Governance:

• Ensure the accuracy, integrity, and reliability of customer service data through robust data validation and quality control measures.

• Function as a data steward for databases and maintain data lineage for accurate reporting and analysis

• Maintain data pipelines and connections to support comprehensive analytics and reporting.

Cross-Functional Collaboration:

• Align and collaborate with customer service teams, IT, and other departments to align analytics with business objectives and customer service tactics and strategies.

• Communicate updates and recommendations to stakeholders.

Continuous Improvement:

• Initiate and lead projects aimed at refining KPIs and enhancing the overall customer experience.

• Identify key metrics that drive the performance of global customer service teams and make these insights accessible to cross-functional partners using data visualization, dashboards, and reports.

Required Qualifications 

• Bachelor's degree in information technology, Computer Science and Software Engineering or a related field

• At least 5 years of experience in data analysis, modeling, and machine learning with a specialized focus on customer behavior analysis.

• In-depth expertise in data mining techniques, including clustering, classification, anomaly detection with the passion for uncovering hidden insights within complex datasets.

• 5+ years of experience with SQL, Excel, Power BI, and Python

Preferred Qualifications 

• Experience with Amazon Web Services (AWS) stack: Glue, S3, EMR, Lambda, Athena, RDS etc.

• Experience with developing and supporting solutions that address a range of business needs including workflows, forms, collaboration sites, dashboards, and document management tools such as Microsoft 365, Power BI, Power Automate, Power Apps etc.

• Strong understanding of customer service KPIs, including Net Promoter Score (NPS) and Customer Satisfaction (CSAT).

• Ability to consume data from a variety of sources (RDBMs, APIs, FTPs, and other cloud storage) & formats (CSV, Excel, XML, JSON)

• Ability to distill complex data findings into actionable recommendations with a general understanding of concepts of customer experience, journey, and persona.

• Ability to collaborate effectively with global stakeholders across multiple time zones and non-traditional work hours

• Whole brained thinker who combines data with deep empathy and strong storytelling

• Comfort with ambiguity and ability to navigate dynamic project scopes

• Strong project management and communication skills

• Experience working with interdependent cross-functional and global teams

• Someone who approaches challenges with possibilities thinking and a learning mindset

Apply Now