Director, AbbVie Patient Services, Platform Enablement & Operations

AbbVie • Mettawa, IL

8d

About The Position

The Director, Patient Services Platform Enablement and Operations defines vision, strategy, roadmap, and features for AbbVie Patient Services business platforms and applications, balancing business, technology, user experience and analytics & measurement needs, to enable best-in-class experience for patients, external stakeholders (HCPs, Pharmacy) and internal stakeholders (Agents) throughout the patient’s treatment journey, across Immunology, Oncology, Neuroscience, Eyecare and Specialty brands. The role serves as the Business Systems Owner (BSO) for APS Platforms and applications from enablement activity through day-to-day operations.

Requirements

• Bachelor’s degree in business, Engineering or closely related discipline, or equivalent technical experience plus demonstrated competence, MBA preferred.
• 10+ years of combined experience in positions related to process development, project management, engineering/process support, and change management.
• 8+years of combined experience as a people leader with responsibility for performance management.
• Must have strong knowledge of technical development and pharmaceutical regulations.
• Must have demonstrated organizational and planning skills, while managing multiple large, complex programs in the pharmaceutical industry
• Must be able to effectively facilitate the resolution of complex scientific, technical, analytical, and business issues across functional lines.
• Demonstrated ability to effectively communicate with excellent verbal and written communication skills and the ability to influence cross functional senior and executive management.

Responsibilities

• Responsible to understand end-to-end patient journey, business process and user needs to translate them into platform strategy, define & prioritize features, aligning stakeholders, and driving platform vision.
• Responsible for enabling the Patient Services platform to support the launch of patient support programs for in-market and pipeline brands.
• Responsible to partner closely with patient services strategy, business design, AbbVie Complete Access, Digital Lab, APEX (marketing analytics and business insights) and Business Technology Solutions functions to manage the end-to-end life cycle of Patient Services platforms.
• Responsible to manage portfolio of multi-million-dollar programs by providing strategic direction to achieve speed to market and maximize the value of business platforms to business, patients & end users.
• Responsible for providing leadership to team of Senior Platform Managers, by defining consistent platform enablement charter including vision, framework, operating model, ways of working, platform KPIs to execute on goals, deliver value and measure success outcomes.
• Responsible to build partnerships with cross-functional stakeholders to align on the overall platform strategy and roadmap and execute to deliver the business outcomes.
• Responsible to lead platform operations, defining and operationalizing framework and processes to close the loop between operations and platform enablement to stay aware of user & business needs and pain points, measure the outcomes enabled by the platforms, and implement feedback loop with platform enablement for continuous improvement.
• Responsible to function as the change agent to enable innovation culture, look for ideas externally, to continuously improve the platforms with data / insights / AI capabilities to improve patient experience, agent experience and optimize total cost of ownership.

Benefits

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
• This job is eligible to participate in our short-term incentive programs.
• This job is eligible to participate in our long-term incentive programs

What This Job Offers

• Job Type: Full-time
• Career Level: Director