Program Manager - Salesforce

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 109,000 colleagues serve people in more than 160 countries.

The mission of this position is to effectively deliver technology systems and enhancements that enable business objectives of the Abbott Diabetes Care Customer Service Solutions, with immediate focus on management and coordination across multiple programs including: Complaint Handling, Customer Service Effectiveness and Omni-Channel expansion program.

The successful candidate will be accountable for the delivery of a global, business critical commercial technology program for Abbott Diabetes Care to improve Customer Service capabilities by enhancing its Sales Force Service Cloud Lightning Solution. The successful candidate in this position must be a trusted business partner and enabler, who demonstrates mastery in all aspects and phases of large scale application development and program management, vendor management, deployment, and ongoing support. Ability to manage a single program with multiple critical workstreams.

WHAT YOU’LL DO

• Provides project oversite, drives project deliverables across all phases of project lifecycle, coordinates all functional areas and ensures suppliers deliver
• Manages project timelines, issues, escalations, communications per defined governance model
• Responsible for project budget tracking, delivery vendor contract management and procurement
• Ensures all delivery activities (development, configuration, integration, testing, hypercare, etc. ) are met within agreed scope and timeline/milestones
• Ensures team works with enterprise architecture/design authority for end-to-end architecture and compliance of “Abbott’s salesforce standards”
• Provides status reports and metrics to leadership per communication plan
• Ensures BTS PMO guidelines and gates are met; ensures project documents are maintained in appropriate repository
• Ensures IT solutions meet the needs of the business

EDUCATION AND EXPERIENCE YOU’LL BRING

REQUIRED

• Bachelor’s Degree or equivalent experience, preferably in software engineering, business, information systems, or a discipline closely related to the client area served
• 13+ years of overall experience, including 3 yrs in project mgmt., BSA experience may also include systems consulting, employee development, and strategic system planning input

PREFERRED

• PMP or Agile certification

• This position requires strong leadership capabilities, an executive presence, and the ability to simultaneously think and act strategically and tactically to balance long-term planning in parallel with flawless execution. Proficient communicator across all levels of the organization.
• Three plus years’ experience with agile/scrum methodologies, DevOps, knowledge of Salesforce Lightning and Complaint Handling highly preferred
• Ability to manage by influence
• Ability to thrive in a dynamic and changing environment, with a ‘can-do’ emphasis