Sr Manager, Service Operations

About the Role

This position is based in Madison, WI, within Abbott's Cancer Diagnostics division, formed through the acquisition of Exact Sciences. The role involves leading and overseeing patient- and provider-support services, including blood sample collection, while collaborating across the organization to operationalize new services, maintain quality, and support product launches.

Responsibilities

• Partner with service designers and cross-functional teams to develop and operationalize new services supporting pipeline products and launches, including SOPs, quality measures, and implementation plans.
• Provide operational oversight for services like blood sample collection; monitor performance, SLAs, audits, and quality metrics, and lead interventions when needed.
• Manage third-party vendors, serving as a key contact for internal requirements, contracts, negotiations, invoicing, and performance monitoring.
• Coordinate service data collection and customer feedback, using insights to improve the customer experience and resolve issues.
• Build relationships with senior leaders and lead the team through clear priorities, delegation, performance feedback, training, and fostering accountability and inclusion.

Qualifications

• Bachelor’s degree in Design, Marketing, Business, Life Sciences, Engineering, or related field.
• 8+ years of experience in service operations, product management, or program management.
• Experience leading teams directly or indirectly.
• Strong understanding of the healthcare service landscape.
• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• Extensive problem-solving, organizational, and analytical skills to evolve services based on research, data, and trends.
• Experience partnering with IT, Finance, Operations, Compliance, Regulatory, and Legal.
• Proficiency with management platforms, dashboards, and operations command centers.
• Experience in healthcare, wellness, or digital health.
• Experience with customer-facing and backstage operations.
• Experience with B2C and B2B products/services.

Pay

The base pay for this position is $129,300.00 – $258,700.00. In specific locations, the pay range may vary.

Benefits

Abbott offers career development, an excellent retirement savings plan with high employer contributions, and is recognized as a great place to work globally. Learn more about benefits at https://abbottbenefits.com.