Lingo E-commerce Website & Operations Product Manager

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.

THE OPPORTUNITY

Join us at Abbott to pioneer the future of personalized healthcare with Lingo, our cutting-edge CGM product. In this role, you'll contribute to a technology that empowers individuals to enhance their energy, control cravings, and improve overall well-being. Join a dynamic environment that combines a start-up's agility with Abbott's rich heritage of innovation. In this role, you'll contribute significantly to health and wellness advancements, leveraging your skills in a supportive and forward-thinking setting.

This position works onsite in our Alameda, CA location for Lingo.

Lingo E-commerce Website & Operations Product Manager

The main goal of this role is to ensure that the website runs efficiently, users see correct and accurate information, available products are displayed, consumers can make purchases seamlessly, transactions are completed, orders are sent to downstream systems, data is sent to correct systems, consumers receive timely communications, and can easily manage their account information including next orders.

This role works closely with the DTC Product Manager & engineering teams, Customer Service Teams, Logistics Teams, Data Teams and the 3PL to proactively identify problems, minimize impact of site downtime or glitches, and lead resolution of escalations including the root cause analysis. This role will also provide input to the overall roadmap to improve overall operation of the site.

Reliability & stability of the e-commerce website

• First point of contact for any escalations or alerts related to the e-commerce site, responsible for leading resolution and root cause analysis
• Works with engineering & QA teams to continuously improve the alerting, logging, and reporting tools based on existing website features
• Identifies necessary alerting, logging, and reporting for any new features as they are developed
• Proactively identifies any errors on the e-commerce platform daily and resolves if possible or leads the escalation
• Leads & manages reporting of site errors and performance

Order Management System

• Reviews new and recurring subscription orders daily, 3PL report, & actions any technical order issues with CS, DTC engineering teams, or 3PL
• Reviews the refund & return report, manages any technical errors and customer updates related to refunds & returns
• Manages creation of new SKU’s, ensures SKU’s have been E2E tested before release
• Manages creation & testing of promotional codes
• Manages all settings & configurations in the order management system
• Works with customer service to identify pain points with the order management system and provide solutions

Operational support for key initiatives & launches

• Ensures we have a plan for execution, testing, and monitoring of the launch of any new feature (e.g., promo codes, employee discounts, B2B launches)
• Leads operational plan for launches of new markets

Release & E2E testing support

• Works closely with product & QA teams on any E2E testing required for releases including content and new SKU set up

Every day priority tasks for role:

• Reviews all orders that were placed in the past 24 hours & actions any open orders
• Reviews all orders that should have been shipped & takes action on any orders that have not shipped
• Review 3PL report and resolves open orders
• Reviews reporting for website for any errors & provides detailed summary, actions any urgent issues
• Responds to any operational or data inquiries from Customer Service, #PL, Data Team, or Marketing Teams
• Attends DTC stand up & escalates if any support needed from developers
• This role works closely with 3PL and collaborates with relationship owner

Qualifications

• Bachelors Degree plus 2-3 yrs/ of related experience in engineering, technical, supply chain, or related degree
• Must have strong communication skills, ability to problem solve, collaborate cross-functionally, and be process-oriented
• Willingness to be on call and support in off hours

Apply Now

• Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

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 www.facebook.com/Abbott and on Twitter @AbbottNews.

The base pay for this position is $109,300.00 – $218,500.00. In specific locations, the pay range may vary from the range posted.