Associate Director, External HUB Programs
About The Position
The Associate Director, External HUB Programs provides oversight for OneHUB external hub vendors supporting AbbVie’s Access and Affordability programs, working closely with OneHUB and AbbVie Patient Services. The role is accountable for vendor performance management, operational excellence, and continuous improvement across multiple external hub partners. It oversees day-to-day vendor operations to ensure compliance with service level agreements, quality standards, regulatory requirements, and evolving business needs. The role partners with AbbVie Patient Services and brand stakeholders to translate strategic priorities into operational direction for vendors. It uses business acumen and disciplined governance to support operational rigor, financial stewardship, and sustainable performance, while identifying opportunities to improve patient experience, efficiency, and program effectiveness. The position also leads and develops a team responsible for vendor relationship management and performance monitoring.
Requirements
- Bachelor’s degree required.
- At least 7 years of experience in vendor management, operations leadership, patient services, access support, or related commercial operations.
Nice To Haves
- Experience in healthcare, biopharma, patient services, specialty pharmacy, or access support environments is preferred.
Responsibilities
- Oversee external hub vendor performance across multiple partners.
- Ensure vendors adhere to contractual obligations, SLAs, KPIs, quality standards, and compliance requirements.
- Support the development and maintenance of governance frameworks, reporting structures, and performance review cadence.
- Conduct business reviews with external hub vendors.
- Identify performance gaps and direct corrective action plans with clear accountability and measurable outcomes.
- Monitor vendor financial performance and resource utilization.
- Identify operational, compliance, and performance risks and implement mitigation strategies.
- Ensure adherence to regulatory and quality standards within patient support operations.
- Partner with AbbVie Patient Services to understand evolving strategy, patient support models, and brand needs.
- Translate strategic shifts, such as product launches, lifecycle changes, and access model updates, into operational direction for vendors.
- Provide internal stakeholders with performance updates, risk assessments, and strategic recommendations.
- Ensure vendor capabilities and resource models scale to meet changing business demands.
- Foster ownership, proactive problem-solving, and continuous improvement.
- Identify opportunities to enhance performance, improve efficiency, and standardize best practices across vendors.
- Use data and insights to compare performance trends and identify scalable improvement opportunities.
- Guide vendors in implementing process enhancements, staffing adjustments, workflow redesign, or technology optimization.
- Drive root cause analysis and mitigation planning for systemic or recurring issues.
- Lead and develop a team responsible for external hub vendor relationship management and performance monitoring.
- Set clear priorities, accountability standards, and performance expectations for the team.
- Coach team members to improve vendor management capabilities, analytical rigor, and operational effectiveness.
Benefits
- Paid time off, including vacation, holidays, and sick time.
- Medical, dental, and vision insurance for eligible employees.
- 401(k) for eligible employees.
- Eligible to participate in long-term incentive programs.
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What This Job Offers
Job Type
Full-time
Career Level
Director
