POSITION:                                       Senior Operations Manager, Customer                                                                           Experience Centre (CEC)        

DIVISION:                                        Abbott Diagnostics Division (ADD)    

FUNCTION:                                     CEC  

REPORTS TO:                                Director, CEC and Innovation Strategy       

NO. OF DIRECT REPORTS: 2

RESPONSIBILITIES:     

• Support Director of CEC and Innovation Strategy in the overall CEC strategy formation and execution
• Work with different Chinese and Worldwide Diagnostics or related society to ensure CEC leadership position
• Ensure the state-of-art CEC facility and periodic upgrade
• Orchestrate compelling customer visit based on customer care-abouts; establish and maintain policy and process to deliver a high standard customer experience to customers/guests/staffs
• Be the Subject Matter Expert of Abbott products and solutions
• Benchmark first class standard in the market, and incorporate internal and external inputs to formulate strategy of CEC and be responsible for its execution. Accountable for initiating and leading projects to achieve and maintain CEC leadership position in the market. Work with different Chinese and Worldwide Diagnostics or related societies to ensure CEC leadership position
• Establish and maintain policy and processes to deliver effective support and good experience to customers/guests/staffs, based on understanding of customer needs and deep knowledge of Abbott products, services and solutions
• Responsible for delivering high quality customer tour at CEC, including 1) ensuring proper preparation is completed ahead of time, 2) resources and materials are best in-class and ready to support the visit 3) ensuring proper post-visit follow-up and sales cycle advancement is occurring
• Collect and manage customer feedback (both internal and external); timely analyze customer behavior/needs and competitive trends; Work with stakeholders as an initiator to develop/optimize center processes, identify on-going improvement/upgrade opportunities and responsible for successful execution of the projects
• Manage relationship with other departments and external vendors to provide support for activities held in CEC
• Responsible for Training and Experience Centre facilities management
• Oversee activity scheduling of Training Centre and Experience Center

REQUIREMENTS:

• Bachelor degree or above, in medical/health related disciplines; Previous experience in clinical or diagnostics lab management is highly preferred
• Minimum five years relevant experience, one year of which in supervisory or management roles
• Customer oriented; demonstrated skills in customer/healthcare society facing and interaction
• Demonstrated resourcefulness and strong planning skills