Senior Manager, Platform Operations

AbbVie•Mettawa, IL

About The Position

AbbVie Patient Services is an industry leading organization, providing unparalleled patient support, resulting in improved brand loyalty and patient satisfaction. The Senior Manager, Platform Enablement will be the day-to-day lead for the design, development, and implementation of assigned technical tools and platforms that enable the strategic capabilities of AbbVie Patient Services. This role is critical to ensuring that the solutions align to the strategic intent and operate efficiently.To be successful, this person will have to partner cross functionally to understand the business capabilities supported currently and future state business needs to advance the various platforms and applications that support AbbVie's patient support programs. In addition to being highly collaborative, they must have strong written and oral communication skills. They should be comfortable with developing relationships across a diverse spectrum of customers, while having the ability to prioritize initiatives based on key value propositions. This role will be required to clearly evaluate, articulate and partner to drive alignment across technology ecosystem interdependencies, and execute with cross functional teams including Business Technology Solutions, Compliance, Legal, Marketing, Patient Engagement, Access and Reimbursement, Enterprise Strategy, Digital Lab and vendor partners.

Requirements

B.A./B.S./Business, Communications, Marketing, or related field preferred or equivalent relevant experience.
7+ years of experience leading platform operations team and/or equivalent combination of platform operations and enterprise ecosystem development/support.
7+ years of proven experience in enterprise/portfolio/program/project management experience.
7+ years' experience across multiple patient services functions (e.g., patient engagement, access, hub operations, hub strategy, nursing service, marketing services, specialty pharmacy).
Knowledge of pharmaceutical industry regulations in the United States, specifically related to Patient Services functions.
Experience with Salesforce platforms and offerings such as Health Cloud and Marketing Cloud.
Strong, proven experience in technology enablement initiatives in the pharmaceutical space.
Proven track record of creating portfolio level operational efficiencies.
Proven experience in translating business needs to solution designs.
Innovative mindset with experience creating digital innovation roadmaps.
Proven leadership competencies to include setting vision and strategy, building teams, knowing the business, driving results, and encouraging open exchange of ideas and knowledge.
Strong written, verbal and presentation skills with the ability to distill highly complex requirements into compelling business objectives.
Skilled as a change agent champion.
Strong problem-solving abilities in complex, compliance regulated department.
Highly analytical, with the ability to interpret and create action on data.
Understanding of Master Data Management (MDM), data integration and aggregation methodologies is a plus.
Demonstrated ability to influence others in organizations without direct reporting linkages.
Proven ability to negotiate to achieve win-win business outcomes.
Ability to manage multiple projects at the same time and assure completion by due dates.
Ability to clearly communicate complex and technical tasks, both written and orally.
Demonstrated ability to manage vendors.
Demonstrated ability to manage projects and deliver results based on tight timelines.
Demonstrated history of developing programs that are customer centric.

Responsibilities

Ensuring AbbVie's internal platform team and external partners are aligned on the business strategy and can translate that into tactical plans, while constantly looking for optimization opportunities that drive standardization, efficiency, and potential cost savings.
Evolve business solutions and platforms to optimize enterprise capabilities and enhance overall patient experience.
Building out appropriate system monitoring and KPIs required to compare to SLAs and ensure that contractual obligations are met is critical.
Creating relationships with our strategic partners, building open lines of communication, sharing expectations related to quality, integration efforts, support needs, and the delivery of QBRs.
Accountable for vendor partner timelines, risk identification, systems budget planning, scope, and delivery.
Partner with and understand key business stakeholder's drivers and strategic objectives to provide solutions to challenging business scenarios, while establishing appropriate communication strategy for keeping our business partners aligned on status, progress, challenges, and timing of projects.
Appropriately prioritize team workloads and conduct impact assessments on all integration efforts to ensure they deliver the intended value and align with the business strategy.
Prioritize the work for our BTS counterparts, to ensure their priorities align with the APS business priorities, while also ensuring that we have necessary business test cases aligned to allow the business to confirm the solution is working as intended and drive a seamless experience for patients and end users.
Accountable for team delivery, execution of plans, and communication of system readiness for critical initiatives across the Patient Services organization.
High functioning agile methodology mindset with imperatives to build solutions with a focus on user engagement from initial requirements through development, testing, launch, and transition to an operational state.
Experienced understanding of user acceptance testing best practices and architecting processes that maximize user engagement and deliver quality, predictable releases.
Proactively identify risks and architect risk mitigation strategies that remove hurdles and promote progression of programs. Must effectively establish and maintain credibility and influence key stakeholders through subject matter expertise, relatability, adaptable, and agile mindsets.
Drive consistency in the approach from a communication, documentation, and quality control perspective.
Coordinate QBR's with team members and vendor partners that provide senior leadership with visibility to key metrics, new/enhanced functionality, and potential issues.
Keen ability to resolve resource constraints, maintain alignment and gain buy-in.