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 114,000 colleagues serve people in more than 160 countries. **Manager, US Customer Service & Sales Operations, EP** **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 earning 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 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** This role supports our Electrophysiology (EP) commercial team in our St. Paul, MN location. Abbott’s Electrophysiology division is at the forefront of diagnosing and treating heart rhythm disorders. We develop innovative technologies that help physicians restore patients’ cardiac health and improve quality of life. Our EP portfolio includes advanced mapping systems, ablation catheters, and diagnostic tools that support minimally invasive procedures. With a strong focus on clinical outcomes and physician collaboration, we are committed to shaping the future of cardiac care. **What You’ll Work On** The **Manager, US Customer Service & Sales Operations, EP** will serve as a strategic partner to the US EP commercial organization, leading efforts to optimize call center operations, sales support, and order management processes. This role requires a proactive and service-oriented leader who can drive cross-functional collaboration, enhance customer experience, and deliver scalable solutions that support global business growth. As a key contributor to customer operations, the manager ensures consistent and reliable execution of service programs, order fulfillment, and support initiatives. They champion data-driven decision-making and continuous improvement through performance analytics, automation, and process standardization. The role also upholds compliance and data integrity across all customer touchpoints, reinforcing operational excellence and accountability. Through strong leadership and operational stewardship, the Customer Service Manager helps shape a responsive, efficient, and customer-centric support organization. **Key Responsibilities** + **Leading and developing the customer service team:** Hiring, training, and guiding customer care representatives to maintain a high level of product and pricing knowledge, ensuring courteous, professional, and timely handling of inquiries and requests from sales, distributors, and customers. + **Driving a customer-centric culture:** Transforming a product-focused organization into one that prioritizes service excellence, with a focus on continuous improvement and enhancing the overall customer experience. + **Complaint handling and reporting:** Establishing and maintaining procedures for handling and reporting customer complaints in compliance with FDA regulations. + **Performance management and metrics:** Defining, setting, and managing realistic expectations for service delivery and agent performance targets; measuring performance against key performance indicators (KPIs); and coaching agents to achieve those targets. + **Utilizing technology:** Employing tools like Five9, SAP, and data analysis platforms to manage interactions, track performance, and identify areas for improvement. + **Managing high-pressure situations:** Effectively resolving escalated customer complaints and other challenging situations, balancing customer satisfaction with company policies and procedures. + **Collaboration:** Working closely with sales, marketing, R&D, product development, logistics, and regulatory teams to ensure a seamless customer experience and alignment with overall business objectives and product innovation. **Qualifications** + Bachelor’s degree required + 5+ years of experience in people management; 10+ years in Customer Service, Call Center, and/or Sales Operations + **Leadership and team management skills:** Ability to lead, mentor, motivate, and develop a high-performing team + **Excellent communication and interpersonal skills:** Crucial for building strong customer relationships, effective team management, and handling sensitive patient interactions + **Strong product knowledge:** Understanding of medical devices and their functionality for effective troubleshooting and customer support + **Problem-solving and analytical abilities:** Essential for addressing complex challenges and making informed decisions in a fast-paced environment + **Regulatory compliance:** Knowledge of healthcare regulations such as HIPAA and Medical Device Reporting requirements + **Adaptability and resilience:** Ability to handle high-pressure situations and adapt to technological changes + **Attention to detail:** Important for accurate information, order processing, and regulatory compliance + **Empathy:** Understanding and responding to the concerns and needs of patients and healthcare providers + Prior Abbott experience in any division is a strong plus + Highly motivated with a desire to innovate; ability to work independently and proactively identify improvement opportunities + Ability to work under pressure, consistently meet deadlines, and manage multiple projects simultaneously **What We Offer** At Abbott, you can have a good job that grows into a great career. We offer: + A fast-paced work environment where your safety is our priority + Production areas that are clean, well-lit, and temperature-controlled + Training and career development, including onboarding programs and tuition assistance + Financial security through competitive compensation, incentives, and retirement plans + Health care and well-being programs including medical, dental, vision, wellness, and occupational health + Paid time off + 401(k) retirement savings with a generous company match + The stability of a company with a strong financial performance and a history of community involvement **Apply Now** 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 facebook.com/Abbott, and on X @AbbottNews. The base pay for this position is $97,300.00 – $194,700.00. In specific locations, the pay range may vary from the range posted. An Equal Opportunity Employer Abbot welcomes and encourages diversity in our workforce. We provide reasonable accommodation to qualified individuals with disabilities. To request accommodation, please call 224-667-4913 or email corpjat@abbott.com