Product Manager, Customer Experience

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 115,000 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 

Our Diabetes Care division has a pipeline with products that are squarely focused on the consumer. With TTM revenue of >$7B in Q3 2025, Abbott Diabetes Care (ADC) is a global leader in providing life changing technology for the management and treatment of people living with chronic conditions, including Diabetes. 

As Product Manager, Customer Experience, this position reports to the Group Product Manager, Customer Experience. The goal of Global Customer Experience (GCX) is a unified, consistent, and best-in-class customer experience. This position is responsible for the overall strategy & roadmap for solutions that take a holistic approach of product development from long-term strategy to tactical implementation of features/functionalities to drive an excellent customer-centric experience.  This is an onsite opportunity based out of Alameda, CA.

What You’ll Work On

• Be the subject-matter-expert of our agents and the business (Customer Service) in order to shape solutions that are valued by our customers and that work for the business
• Product managing features/capabilities on Salesforce Service Cloud
• Be able to integrate different systems with the CRM platform for Customer Service
• Within the overall customer experience vision, define product strategies and mid-term goals via data driven insights whilst keeping abreast of relevant market trends, the competitive landscape, and business objectives
• Help guide the organization through digital transformation with a persistent focus on agent problems to solve, rather than delivery of features requested; Drive adoption of agile ways of working within product teams and stakeholders to rapidly innovate and deliver measurable value
• Optimize effective product discovery via accountability to value and viability testing, while facilitating cross-functional product team opportunities to complete usability and feasibility testing
• Define use cases/user stories and own roadmaps with a focus on integration across multiple systems and modular product/service innovation; ensure that definitions are aligned to needs of the diverse global operations and quality teams within ADC
• Continuously translate roadmaps into detailed requirement stories, backlog management, and sprint delivery timelines, while working closely with business stakeholders to bring solutions and their value to life
• Drive continuous communication of roadmaps, progress and changes to stakeholders, leadership, and product teams via regularly scheduled meetings, communications, and planning sessions
• Conduct product team retrospectives to facilitate continuous improvement to organizational ways of working and digital transformation
• Continuously monitor performance and business impact of delivered solutions via data driven insights to facilitate continuous improvement
• Ultimately, be accountable for delivering aligned outcomes that address key customer problems to solve and critical business objectives

Required Qualifications

• Bachelor’s degree in Business, Computer Science, Engineering, or a related field.
• Minimum 4 years of experience driving end‑to‑end tech‑based product development with a proven track record of bringing solutions from concept to market.
• Agent facing experience driving technical features on the CRM platform
• Deep understanding and experience in a similar role within the medical/consumer technology or a comparable environment.
• Experience working in an Agile environment, with familiarity in Scrum project management processes and/or the Product Operating Model.
• Strong analytical skills, including the ability to collect, interpret, and derive insights from data to drive decision‑making.
• Highly proactive, action‑ and solution‑oriented, self‑driven, hands‑on, and comfortable taking ownership.
• Team‑player who enjoys accountability and collaborating within an international team.
• Ability to articulate customer and business value and translate it into actionable product decisions.
• Ability to collaborate effectively with global stakeholders across multiple time zones and outside traditional business hours when required.

Preferred Qualifications

• Experience with Salesforce Service Cloud and/or Salesforce Certifications.
• Previous experience as a Customer Service Agent on Salesforce Service Cloud.
• AI experience, especially in integrating AI into product solutions.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com  

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. 

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews. 

The base pay for this position is $114,000.00 – $228,000.00. In specific locations, the pay range may vary from the range posted.

• product development
• agile methodologies
• customer experience strategy
• roadmap planning
• backlog management
• user story definition
• stakeholder management
• data analysis
• salesforce service cloud
• ai integration
• scrum
• usability testing
• requirements gathering
• sprint delivery
• continuous improvement
• customer service
• business analysis
• digital transformation
• product operating model