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Director Customer Operations

4 months ago

Abingdon, Oxfordshire, United Kingdom Abbott Laboratories Full time

About Abbott

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

The Opportunity

Abbott Rapid Diagnostics is part of Abbott's Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.

Our Toxicology Business, part of Abbott Rapid Diagnostics, is currently recruiting for a Customer Operations Director. The role would be based in our Abingdon (Oxfordshire) office with the requirement to travel to our Loughton site (Essex) at least one day per week.

This role is part of the Toxicology Senior Leadership Team and oversees a team of approximately 100 employees/contingent staff and 150 workers.

As the Director Customer Operations, you will set and provide the strategic direction for and manage Abbott Healthcare Connections (our Occupational Health Business), Customer Services, Bookings and the Collections Network in order to deliver to a service level which is sufficiently high to retain existing customers and to compete to win new customers.

What You'll Do

  • Set direction and strategy for the Customer Operations team whilst ensuring adherence to the company's ethics and compliance standards
  • Set (with finance) and manage the expense budget for the Customer Operations function and manage the controllable expenses
  • Manage and develop a cross trained/multi-skilled Customer Operations team
  • Manage and develop the continuous development and change management projects
  • Review, develop, recommend, test, trial and implement any customer facing IT systems or enhancements to develop business/customer operations processes and provide
  • Interact with customers to ensure we align our services to their existing expectations and gather awareness of any future/upcoming requirements
  • Liaise with internal departments such as commercial, laboratories, business systems and finance to ensure open communication and problem rectification processes are used
  • Maintain local oversight of the warehousing, supply chain and distribution functions
  • Responsible for health, safety and environmental performance of themselves and others through demonstration of leadership and accountability for EHS programs, regulations and standards

Required Qualifications

  • Educated to degree level in Business/Science/Commercial
  • Proven ability to manage a large team with a large scope of responsibility
  • Industry experience of toxicology, drug and alcohol testing and occupational health services desired
  • Ability to engage with audiences at all levels within an organisation
  • Ability to influence at all levels within an organisation
  • Previous experience in a fast-paced environment ideally in customer operations
  • Strong business acumen and attention to detail
  • Customer-focused mindset and passion for process improvement

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 will have access to:

  • Career development with an international company where you can grow the career you dream of.
  • 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.

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