Group Product Manager, Customer Experience

The healthcare landscape has dramatically evolved during the last several years. Consumers expect to have more control over their information and care decisions in a personalized and accessible environment. To be successful in this space, it is imperative Abbott creates a best-in-class customer experience through a leading digital ecosystem that is personalized and builds trust across all of Abbott’s channels. 

 This position works out of our Alameda, CA location in the Diabetes Care division where 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.

The Group Product Manager, Customer Experience, reports to the Director of Global Customer Experience Technology Enablement. This role leads the strategy and roadmap for delivering a unified, consistent, and best-in-class experience in support of both customers and service agents. Focused on the Salesforce Service Cloud ecosystem, the position takes a holistic approach to product development, from long-term strategic planning to discovery and definition of features that create value. The Group Product Manager will directly oversee a small team of product managers while also serving as an individual contributor on high-impact initiatives. 

• Champion the Voice of the Customer & Agent: Become the go-to expert on our customer service agents, end customers, and the business systems that support them. Leverage this deep understanding to craft impactful solutions that delight users and drive global customer service operational excellence. 

• Shape the Future with Data-Driven Strategy: Within the broader customer experience vision, define bold product strategies and mid-term goals grounded in data insights. Stay ahead of the curve by monitoring market trends, competitive dynamics, and evolving business priorities. 

• Lead Digital Transformation with Purpose: Be a catalyst for change-steering the organization through digital transformation by focusing on real problems to solve, not just feature delivery. Foster agile mindsets across teams to accelerate innovation and deliver measurable value within the context of highly-regulated industry. 

• Drive Smart Product Discovery: Optimize discovery processes by owning value and viability testing. Empower cross-functional teams to explore usability and feasibility, ensuring every idea is tested, validated, and ready to scale. 

• Architect Modular Innovation: Ensure team is accountable to crafting compelling use cases, epics, and user stories. Own and evolve product roadmaps with a focus on modular, scalable solutions that meet the diverse needs of our global operations and quality teams. Ensure that these scalable solutions are informed by broader ADC portfolio programs to maximize applicability, utility, and value. 

• Translate Vision into Execution: Continuously convert roadmaps into actionable requirements, manage backlogs, and align sprint timelines. Collaborate closely with stakeholders to bring innovative solutions to life and deliver tangible business value. 

• Communicate with Clarity & Impact: Keep stakeholders, leadership, and product teams aligned through transparent communication of roadmaps, progress, and pivots. Lead with clarity in meetings, updates, and planning sessions. 

• Foster a Culture of Continuous Improvement: Facilitate product team retrospectives to refine ways of working and accelerate digital transformation. Encourage a mindset of learning, iteration, and growth. 

• Measure What Matters: Monitor product performance and business impact using data-driven insights. Use these learnings to fuel continuous improvement and ensure sustained success. 

• Own the Outcome: Be ultimately accountable for delivering outcomes that solve critical customer challenges and advance strategic business goals. 

• Bachelor's degree in business or a related field such as Product Management, Product Design, Engineering 

• 7-10 years of experience in driving end-to-end tech-based product development, with a proven track record of bringing solutions from conception to market successfully 

• Experience in a similar role within the Medical/Med-tech or other high regulatory compliance industry strongly preferred 

• Experience working within an Agile environment, utilizing Scrum project management processes, SAFe, and/or the Product Operating Model frameworks 

• Deep familiarity with capabilities of the Salesforce ecosystem, including Service Cloud, Data Cloud, Experience Cloud, Einstein, and Agentforce are strongly preferred for this role. 

• Proven product team leadership experience throughout multiple phases of digital transformation, including direct management of product managers 

• Strong analytical skills: able to collect, assess and derive strategic insights from data to make decisions 

• Action and solution-oriented; self-driven, proactive and hands-on 

• Excellent communication skills in English and proficiency in a second language preferred but not a must 

• Ability to collaborate effectively with global stakeholders across multiple time zones, occasionally accommodating non-traditional work hours 

• Travel up to 30% will be