Director, Strategy & Transformation

AbbVie•North Chicago, IL

18h•$182,000 - $346,000

About The Position

OneHUB Strategy & Transformation Lead is accountable for making OneHUB’s vision a reality through executive oversight of the Transformation Office. Responsible for setting and executing the strategic roadmap, this role leads the innovation arm, steers operational and customer excellence, and directs the Project Management Office (PMO), as well as change management and communications. Partners cross-functionally to drive large-scale transformation, embed a culture of innovation, and ensure sustained business impact across all OneHUB operations.

Requirements

15+ years of experience leading enterprise strategy and transformation initiatives in complex, multi-layered organizations, ideally contact center organizations
Demonstrated experience in life sciences companies preferred
Proven ability to engage and influence senior stakeholders
Strong track record translating strategy into execution across operating model changes
Experience leading large-scale transformation preferred
CX-focused and experience leading programs with demonstrated KPI improvement
Bachelor’s degree in business administration, strategy, engineering, or a related field required

Nice To Haves

Master’s degree (MBA or equivalent) preferred

Responsibilities

Set and manage the strategic direction and multi-year roadmap for OneHUB, covering operating model, transformation priorities, and enterprise integration
Oversee the central Transformation Office, orchestrating resources, capabilities, and execution toward business objectives
Lead enterprise assessments, business cases, and strategic analyses to support OneHUB decision-making
Align OneHUB operational strategy to AbbVie enterprise objectives
Own OneHUB’s Innovation function, identifying breakthrough opportunities and driving digital enablement across hubs and pillars
Identify and assess opportunities for innovation, automation, and digital enablement across OneHUB operations
Lead pilots and proof-of-concept initiatives in partnership with Operations, Data Excellence, and BTS (IT) teams
Support scaling of proven innovations into day-to-day operations
Build a sustainable innovation pipeline, cultivating a future-ready organization
Direct initiatives that enhance service delivery, process efficiency, and stakeholder satisfaction
Utilize customer insights to inform transformation priorities and operational improvements
Champion cross-pillar collaboration to enable an integrated customer experience
Lead OneHUB’s PMO to ensure disciplined planning, agile execution, and value realization of transformation programs, system implementations, and strategic initiatives
Establish governance, monitor milestones and budgets, and report progress to stakeholders
Oversee change management plans to ensure successful adoption of new ways of working, operating models, and technology across all teams
Lead employee and enterprise communications related to OneHUB transformation—translating strategy into clear, actionable messaging
Monitor change readiness, address barriers, and sustain engagement throughout transformation cycles
Serves as a trusted strategic advisor to the OneHUB leadership team
Prepares executive-ready updates, meeting materials, and decision briefs to support leadership visibility and action
Identifies issues requiring leadership attention and prepares concise escalation summaries and recommendations
Drives alignment across cross-functional teams, removes blockers, and ensures timely follow-through on high-priority projects
Shapes priorities, identifies gaps, and connects short-term actions to long-term objectives for OneHUB
Represents leadership’s priorities and reinforces accountability across stakeholder groups