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 114,000 colleagues serve people in more than 160 countries.

Working at Abbott

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

The position of Senior Manager, Workplace Operations is within our Rapid Diagnostics business. This role is responsible for the timely and accurate delivery of results to our clients as well as operational support of key client’s testing programs. This role also manages relationships with multiple vendors. The Senior Operations Manager is a cross-functional role and works closely with representatives from many areas of the business including Telecom, Product Management, Training, Quality, Sales, Client Success, Finance and Application Development.

This job description will be reviewed periodically and is subject to change by management.

What You’ll Do

• Strong understanding of business operations, continuous improvement and project management including financial outcomes of projects supporting our GMI program.

• Exceptional organizational, planning and project management skills.

• Coordinate with Workforce Management team to review volumes, skill sets and schedules to efficiently process customer requests and optimize staffing.

• Oversee daily activities of workplace operations including managing the relationship, spend forecasting and spend monitoring with 3rd Party Vendors.

• Knowledgeable in all aspects of drug testing regulatory requirements.

• Partner with internal leaders to develop training, outline job duties and create SOPs.

• Demonstrates effective change leadership.

• Schedule regular meetings or as needed hold team and individual communication meetings with 3rd Party Vendors.

• Track key metrics and SLAs and develop plan of improvement for any metrics that consistently are missing the target.

• Ensure that departmental and individual Performance, Quality, Financial and Service Levels are met.

• Conduct regular meetings with vendors to review progress against agreed-upon performance metrics.

• Keeps the organization’s vision and values at the forefront of decision making and action.

• Establish and maintain an internal communication reporting cadence.

• Develops, communicates and builds consensus for operating goals that are in alignment with the division.

• Works cross-divisionally to align on best practices, ensure consistent service delivery, and leverage areas of efficiency.

• Work with Product Strategy to identify use cases for customer service self-service tools, to optimize live agent vs. self-service customer interaction.

• Builds strategic partnerships to further departmental and organizational objectives.

• On a monthly basis review all invoices with 3rd Party Vendors to ensure accuracy and sign off on all invoices prior to submission to Accounts Payable.

• Provides leadership to assigned staff and supervisors by communicating and providing guidance towards achieving department objectives. Creates immediate to long-range plans to carry out objectives established by top management; develops and calculates a budget for a department or group to meet organizational goals; forecasts future departmental needs including human and material resources and capital expenditures; recommends or modifies the structure of organizational units subject to senior management approval.

• Provides constructive feedback and develops tailored growth plans to support ongoing leadership development within the organization.

Required Qualifications

• Four-year degree or equivalent education and work experience

• 7-10 years of management experience

• Strong understanding of business operations and continuous process improvement.

• Leadership skills with the ability to support a team in a busy and sometimes pressured environment

• Exceptional organizational, planning and project management skills.

• Excellent verbal, written and communication skills

• Previous experience of managing and resolving customer queries in a timely manner

The base pay for this position is $127,300.00 – $254,700.00. In specific locations, the pay range may vary from the range posted.