Senior Project Manager, Customer Experience PMO

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.

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. 

As Senior Project Manager, Customer Experience PMO you will drive complex projects aimed to improve the experience of our FreeStyle Libre platform customers, the world's #1 continuous glucose monitoring (CGM) solution. Projects may include

• automation of customer service tasks
• data analytics and identity, profile and consent models that enable relevant and personalized customer solutions
• a web platform that delivers a unified, consistent and best-in-class digital customer experience

• Formulates, harmonizes and consolidates project scopes, plans, strategies, and budgets for one or more projects, working closely with functional Project Managers and other Subject Matter Experts from IT, Commercial, Clinical, Regulatory, Quality, Manufacturing, and other functions.

• Confirms the ongoing strategic rationale and value proposition for projects

• Leads project planning, scheduling, monitoring and reporting of projects.

• Ensures Division-wide thinking and problem-solving are incorporated into project execution.

• Drives for resolution in cross-functional problem solving, communication, and integration.

• Liaises with other Project Owners, functional managers, and management to prioritize activities across programs to balance resource availability, program deliverables and schedule, and business needs.

• Liaises with other Project Owners, functional managers, and management to monitor business processes

• Prioritizes activities across programs to balance resource availability, program deliverables and schedule, and business needs.

• Executes programs to completion and assures successful market entry, or makes a timely recommendation to Management to terminate a program if required by technical, commercial or other developments that may result in project failure if not resolved through creative problem solving.

• Identifies areas for process improvement, and defines and implements solutions, liaising with other stakeholders such as Project Owners, functional managers and senior management as appropriate

• Ensures that the cross-functional members work as a “team” focused on business unit goals identified and managing program and solution interdependencies.

• Has the flexibility to quickly adapt and produce in a rapidly changing environment, meeting aggressive product launch schedules

• Champions PMO best practices to drive better project planning, execution, project prioritization and change management within Commercial Programs

• Conducts Program Review Meetings with Affiliates and Provide Regular updates

• Supports Product Roll Outs and Geo Expansion Projects

• Establishes and monitors KPIs to assess delivery performance

Accountability / Scope / Budget

• This position is responsible for strategic scoping, value definition, and successful and timely implementation of product portfolio.
• This position is highly visible and accountable, responsible for liaising with management in driving alignment on key decisions and reporting to senior management project status.
• Accountable for driving scope, budget, and quality tradeoffs, not only for a given project, but across projects in conjunction with other stakeholders to optimize portfolio value creation.
• Incumbent has limited direct fiscal responsibility for departmental expenses, but may have indirect responsibility, along with departmental budget holders, for ensuring that functional budgets are consistent with project scope and plans.
• Generally, the incumbent will not have direct reports, but will lead a matrix team with a high degree of accountability to ensure that team is appropriately resourced and that team members are defining plans and adhering to commitments.

May required to travel up to 20%

• Bachelors Degree in a related field or an equivalent combination of education and work experience

• 7-9 years of related work experience with a complete understanding of specified functional area

• Has successfully led several high complexity projects from beginning to end.

• Demonstrated technical skills and management judgment appropriate to the project.

• Demonstrated expertise in PM tools and processes.

• Masters Degree

• Technical implementation experience of international customer experience digital tools including programs for providing customers with personalized or relevant experiences

• Fluency in privacy topics such as Medical Health Records and sensitive data processing including consent management

• Understanding of identity management solutions

• Experience with software development of complex systems including experience with Web applications or App Development Projects/Programs

• Digital Experience in Medical Device or Healthcare

• Require strong technical experience in cross-functional program management and team leadership.

• Additional cross-functional experiences in the areas of IT, R&D, Project Management, Product Ownership, are desirable.   

• Require the ability to collect information from multiple sources, synthesize, integrate, and resolve conflicting requirements and cross-functional issues

• Require strong interpersonal skills and a demonstrated ability to work and negotiate with a wide variety of stakeholders at all levels of the organization and across variety of departments to align plans and resolve conflict

• Require process-oriented thinking, focused on continuous improvement and lessons learned; have demonstrated ability to define and implement complex and interdependent business processes

• Require strong leadership, influencing, and negotiation skills.

• Ideally the incumbent has general knowledge of regulations and standards related to medical devices (eg FDA, ISO, QSR design controls.)

• Experience in Project Management tools such as MS Project, Product Board or JIRA

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