Senior Operations Manager – Web Application & Product Operations

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 115,000 colleagues serve people in more than 160 countries. JOB DESCRIPTION: Role Overview The Senior Operations Manager leads the end‑to‑end operational lifecycle of remote care software, overseeing Tier 2 application support, change request governance, product operations, release readiness, and hypercare management. This role is accountable for ensuring the reliability, performance, and operational excellence of web and remote care applications while partnering closely with Tier 1 Support, Software Development, SRE, DevOps, Systems Engineering, QA, and other cross‑functional teams. It also includes global coordination with teams in Malaysia and Ireland to drive seamless, unified operational execution. Key Responsibilities Tier 2 Operations Lead a global Tier 2 support organization responsible for troubleshooting, incident resolution, and service restoration of customer-facing web applications. Own escalations from Tier 1 and collaborate with Engineering/Dev teams for root cause analysis and permanent fixes. Define and optimize incident response processes, SLAs/OLAs, runbooks, and operational dashboards. Drive operational KPIs such as MTTR, incident reduction, availability, and performance. Change Request & Release Governance Manage the intake, prioritization, and approval process for change requests across multiple product lines. Partner with Product and Engineering teams to align change requests with product roadmaps and release cycles. Operate the Change Advisory Board (CAB) and ensure compliance with internal controls and audit requirements. Track changes from request through deployment, ensuring proper testing, documentation, and rollback planning. Product Operations Act as the operational bridge between Product Management and Engineering to ensure seamless release execution and customer experience. Establish operational readiness standards (capacity, observability, supportability, documentation). Develop and maintain KPIs, service metrics, and user-impact dashboards. Drive business continuity planning and operational risk assessments for product portfolios. Hypercare Management Plan and run Hypercare for major releases, migrations, or customer-impacting initiatives. Coordinate cross-functional activities with Support, Engineering, QA, and SRE to ensure real-time monitoring, rapid issue triage, and clear communication. Create Hypercare playbooks, staffing plans, and reporting mechanisms for leadership visibility. Lead daily war rooms and ensure smooth transition back to steady-state operations. Leadership & Cross-Functional Collaboration Lead and mentor a team of operations analysts, Tier 2 engineers, and support specialists. Partner closely with Malaysia‑ and Ireland‑based teams to support and drive business needs. Build strong partnerships with Technical Program Managers, Engineering leaders, PMs, and Customer Support. Drive continuous improvement initiatives in automation, monitoring, process efficiency, and customer experience. Communicate operational status, risks, and escalations to executive leadership. Qualifications 10 years of experience in software operations, production support, or technical program management. Strong understanding of web application architecture, APIs, distributed systems, and cloud platforms (AWS/Azure/GCP). Demonstrated expertise in high‑severity incident management and postmortem processes. Experience managing Change Request or Release Management processes in an agile environment. Excellent analytical skills with proficiency in monitoring/logging tools (e.g., New Relic, Datadog, Splunk, Grafana). Proven ability to influence cross-functional teams and communicate with senior leadership. Strong organizational, problem-solving, and decision-making abilities. Preferred Qualifications Background in customer-facing product operations. Familiarity with ITIL processes, SRE practices, or ISO/SOC compliance. Experience managing global teams and 24×7 operational models. The base pay for this position is – In specific locations, the pay range may vary from the range posted. JOB FAMILY: Product Development DIVISION: CHR Corporate Human Resources LOCATION: United States > Sylmar : 13150 Telfair Avenue ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Yes, 5 % of the Time MEDICAL SURVEILLANCE: No SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday) Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce. Follow Us: Facebook LinkedIn YouTube Twitter