Customer Experience Manager - Diabetes Care

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. 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. We’re 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. JOB PURPOSE AND SCOPE  • The role requires close collaboration with internal stakeholders (Marketing, Sales, Quality Assurance, Regulatory Affairs) and the global Customer Experience team to deliver seamless and compliant customer journeys for both patients and healthcare professionals (HCPs). • This role will be responsible to evaluate current customer journey, engagement touch-points and recommending improved solutions as well as implementing these solutions via the third-party contact center supplier. • This role demands strategic thinking, cross-functional coordination, and a strong commitment to continuous improvement, customer advocacy, and regulatory compliance. • Effective management of third-party contact center or in-sourced contact center CORE JOB RESPONSIBILITIES MAJOR RESPONSIBILITIES: The Customer Experience Manager plays a critical leadership role in shaping and executing the customer experience strategy for ADC Japan. This position is responsible for driving operational excellence, enhancing customer engagement across all touchpoints, and ensuring alignment with global initiatives. If Key Performance Indicators are missing targets and/or processes not in control, the Customer Experience Manager should review/troubleshoot and ensure effective corrective actions are taken by the relevant parties, in accordance to Abbott’s and Country’s guidelines as well as quality system. In addition to managing third-party customer service operations, the Customer Experience Manager leads the implementation of global-led projects. The position also holds regulatory accountability as the Safety Control Manager for In Vitro Diagnostic (IVD) products and Class I medical devices, overseeing the collection and reporting of health hazard information in accordance with Japanese regulations. Managing the Customer Service Operations: • Refining the Warranty/Goodwill policy for ADC Japan (both BGM & FreeStyle Libre) in conjunction with Commercial or Sales Director. • Ensure optimal contact center resourcing and accurate manpower forecasting for all interaction channels (calls, emails, chat, messaging) across BGM, FreeStyle Libre, and digital health tools. • Monitor and review performance and KPIs regularly (daily, weekly, monthly, quarterly), conduct structured review meetings, and identify improvement opportunities. • Manage escalations and dispute resolution, collaborating with cross-functional teams and third-party vendors to maintain service quality. • Maintain and update country-specific CX content in knowledge systems, ensuring validation by relevant functions (RA, QA, Medical, Marketing) and compliance with quality standards. • Oversee CX budget and policies, including warranty/goodwill refinements, and ensure alignment with commercial objectives. • Drive continuous improvement through feedback analysis, call monitoring, promotional calendar