Manager, Global Customer Service LearningAbbott • Alameda, CA, US
Manager, Global Customer Service Learning
Abbott • Alameda, CA, US
[job_card.variable_days_ago]
[job_preview.job_type]
- [job_card.full_time]
[job_card.job_description]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. Associates Degree Minimum 4 years industry applicability (Must include combination of training within Medical Devices and / or Customer Service organizations) Minimum 4 years LMS Management (Preferred within Allego) Bachelors Degree
Manager, Global Customer Service Learning
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, 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.
- 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 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 are revolutionizing the way people monitor their glucose levels with our new sensing technology.
We are seeking a visionary Manager, Global Customer Service Learning to lead the transformation of customer service agent training across global markets. This role will design and implement innovative, data-driven learning programs that empower agents to deliver exceptional customer experiences.
The ideal candidate will be passionate about modern learning methodologies, digital enablement, and performance improvement. They will collaborate cross-functionally to build scalable, personalized learning journeys that drive agent engagement, skill mastery, and operational excellence.
This is an onsite opportunity in Alameda, CA.
What You'll Work On
Required Qualifications
Preferred Qualifications
The base pay for this position is $112,000.00 $224,000.00. In specific locations, the pay range may vary from the range posted.
[job_alerts.create_a_job]
Customer Service Manager • Alameda, CA, US
[internal_linking.similar_jobs]
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more t...[show_more]
A leading software development firm in Menlo Park is seeking a Vice President of Technical Services to unify Professional Services, Technical Support, and Customer Education under one strategy.This...[show_more]
A global consultancy firm is seeking a Customer Service Transformation Consultant in San Francisco.The role involves evaluating and optimizing client customer service operations, leveraging technol...[show_more]
Global Customer Revenue Operations & Strategy Manager, Implementation.Rippling gives businesses one place to run HR, IT, and Finance.
It brings together all of the workforce systems that are normall...[show_more]
Technology Manager of Learning & Adoption.Cooley is seeking a Technology Manager of Learning & Adoption to join the Client Services team.
Cooley Technology embraces a culture of customer service exc...[show_more]
As the Customer Service Manager, you will play a pivotal role in supporting customers / students throughout their learning experience.
Your vibrant personality and excellent writing skills will help y...[show_more]
Sendbird is on a mission to build the AI workforce of tomorrow.We are the omnichannel AI agent platform enterprises choose to elevate the customer experience by initiating autonomous support and sa...[show_more]
This is a hybrid role based out of our HQ in Richmond, CA.In-office expectation is 4 days a week •.The Equipment Product Line Manager takes the lead in driving the equipment category and creating se...[show_more]
A leading AI contracting platform is seeking a Senior Services Engagement Manager in San Francisco.This role involves driving professional services sales, managing client relationships, and guiding...[show_more]
At Sierra, we're creating a platform to help businesses build better, more human customer experiences with AI.We are primarily an in-person company based in San Francisco, with growing offices in A...[show_more]
Engagement Manager (Managed Services).Gong empowers everyone in revenue teams to improve productivity, increase predictability, and drive revenue growth by deeply understanding customers and busine...[show_more]
Sr Product Manager, Customer Care Product Service CRM.Customer Care plays a key role in shaping the future of our customer experience for US eCommerce customers of W.[show_more]
An innovative tech company is seeking a Partner Service Delivery Manager in San Francisco to ensure customer success through strategic partnerships.
The ideal candidate will have significant consult...[show_more]
An innovative EdTech company based in San Francisco is seeking a Chief Revenue Officer (CRO) to lead their go-to-market strategies.
This role involves developing revenue streams, enhancing partnersh...[show_more]
A leading company in the tech space is seeking a Senior Customer Success Manager in San Francisco, CA.In this role, you will drive product adoption and enhance customer relationships through strate...[show_more]
This is a position within Keller Executive Search and not with one of its clients.This senior position will lead Customer Service for Keller Executive Search in San Francisco, California, United St...[show_more]
Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.Our AI agent Fin, the most advanced customer service AI agent on the market, lets...[show_more]
A technology services company is seeking a Regional Client Success Lead to manage client relationships and drive revenue growth.
This mid-senior level role involves guiding account managers and coll...[show_more]
Manager, Global Deals Support
Visa • San Francisco, CA, US
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
VP, Technical Services & Customer Enablement
CaptivateIQ • Menlo Park, California, United States
[job_card.full_time]
[last_updated.last_updated_1_hour] • [promoted] • [new]
Customer Service Transformation Lead : GenAI & Cloud
Accenture • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Global Customer Revenue Operations & Strategy Manager, Implementation
Rippling • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Technology Manager of Learning & Adoption
Cooley LLP • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Customer Service Manager
CrewBloom • Oakland, CA, US
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Manager, Global Sales Development
Sendbird • San Mateo, CA, US
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Lead Global Product Line Manager, Equipment
Columbia Sportswear • Richmond, California, United States
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Senior Services Engagement Manager-SaaS & Customer Success
Ironclad Inc. • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Global Mobility Manager
Sierra • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Engagement Manager (Managed Services)
Gong • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Sr Product Manager, Customer Care Product (Service CRM) - Hybrid
Samprasoft • San Bruno, CA, US
[job_card.full_time]
[last_updated.last_updated_30] • [promoted]
Global Partner Service Delivery Lead
Cloudflare, Inc. • San Francisco, California, United States
[job_card.full_time]
[last_updated.last_updated_1_hour] • [promoted] • [new]
Global EdTech Revenue & GTM Leader
SupportFinity • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Senior Customer Success Leader – SaaS Growth & Partnerships
Checkr, Inc. • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Customer Service Manager
Keller Executive Search • San Francisco, CA, US
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Senior Manager, Professional Services
Intercom • San Francisco, CA, United States
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]
Remote Regional Client Success Lead : Growth & Retention
BairesDev • San Francisco, CA, United States
[filters.remote]
[job_card.full_time]
[last_updated.last_updated_variable_days] • [promoted]