Customer Experience Manager - Diabetes Care

JOB DESCRIPTION:

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 coordination, and quarterly onsite reviews to keep agents informed and prepared.

Represent Japan in global CX forums, contributing insights and aligning local operations with global strategies.

Customer Advocacy:

Drive and implement customer experience initiatives in Japan, ensuring consistent service quality and high customer satisfaction.

Understand customer needs and market dynamics, leveraging insights to innovate processes, systems, and tools that enhance engagement for patients and HCPs.

Serve as the primary liaison between global/APAC CX teams and local stakeholders, ensuring seamless localization and execution of global strategies.

Collaborate cross-functionally with Marketing (including CRM), QA/RA, and other teams to embed global standards while adapting to local market requirements.

Lead strategic discussions and resolve escalations, anticipating customer journeys and proactively improving touchpoints.

Gather and analyze customer feedback, developing actionable improvements to elevate the overall experience.

Represent Japan in global CX forums, contributing insights to shape worldwide best practices.

Regulatory and Safety Responsibilities

Serve as the Safety Control Manager (as defined under Japanese regulatory requirements) for In Vitro Diagnostic (IVD) products and Class I medical devices.

Responsible for the collection, evaluation, and reporting of health hazard information, and for ensuring timely communication with internal stakeholders and regulatory authorities.

Team Leadership

Provide leadership and work direction to create a focused, results-driven and passionate team at the contact center.

Coach, mentor, and develop team members, fostering a culture of accountability and continuous improvement.

Monitor team performance against pre-determined KPI’s and standards

Solve operational and process improvements to increase customer satisfaction and increase team productivity

Share monthly management dashboards with Country Leadership team with actionable insights, to drive the growth of both base & new businesses.

Manage workforce planning, recruitment, and retention strategies to ensure optimal staffing and engagement.

Driving best-in-class performance

Identify industry trends, and bring best in class practices to the customer experience organization.

Define and create 'best in class' customer journeys that support the business growth targets.

Promote and build the brand, and drive engagement, customer satisfaction, optimal conversion, and constantly strive for improvement by considering appropriate tools, systems and methods testing (e.g. research, surveys and database marketing) coupled with effective data analysis, whilst ensuring all stakeholders are consulted and well managed throughout the project/process.

SUPERVISORY/MANAGEMENT RESPONSIBILITIES (if applicable)

Reports to: (1) Commercial Director (direct line reporting)

(2) Head, Customer Experience, Asia Pacific (dotted line reporting)

Accountability

Indirect report: Third party Customer Experience Professionals and Team Leaders.

Complexity: Supports Blood Glucose Monitoring products, FreeStyle Libre system and Digital Health Tools businesses for ADC Japan.

MINIMUM SKILLS REQUIRED

Ability to work in a highly matrixed, fast paced and diverse business environment.

Ability to engage with and leverage wholesaler team to achieve sell out targets.

Strong verbal, organizational and written communications with ability to effectively communicate in English. Japanese as a native language.

KNOWLEDGE / EDUCATION REQUIRED

Degree level in business, marketing or management-related subject.

Fluency in Japanese and English language (both spoken and written business language).

EXPERIENCE REQUIRED

At least 4 years’ experience in managing an in-house and/or an outsourced contact center.

Have had experience in setting up a customer service contact center, preferred.

Prior sales or marketing ex