Associate Director, APS Operations

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

The Associate Director, AbbVie Patient Services (APS) Operations, is a key leadership role on the APS Operations team within the APS Strategic Planning, Design and Operations (SPDO) organization.  This role will engage and collaborate with multiple stakeholders (Patient Services teams, Marketing, Quality, Compliance, Business Technology Systems, vendor partners and others as needed) in a highly matrixed environment to oversee and execute critical business functions and operations. This role will instill operational excellence by leading the continuous analysis of existing operational workflows to streamline, centralize and optimize processes and identify current gaps. Additionally, this role will design and implement program optimizations to deliver exceptional and optimal operational support for APS teams and extended partners.

Key Responsibilities:

• Establish best in class onboarding and offboarding experience and process for APS including documented SOPs, tools, resources and playbooks.  
• Lead team to understand stakeholder needs, priorities and operationalization of initiatives and deliverables
• Collaborate with Patient Support team members to provide optimal end user support.
• Responsible for risk identification and mitigation through effective root cause analysis and solution creation
• Partner with SPDO Business Design & Enablement to understand and address any operational implications of systems or processes
• Partner with BTS to ensure appropriate proactive and reactive system monitoring practices are in place.
• Build process flows and SOPs to ensure key processes are well documented
• Create a tool or dashboard to bring visibility and monitoring to the health of APS systems.
• Responsible for end user systems communications, effectiveness for platform status and downtime
• Create and support pull-through of streamlined processes for consistent escalation pathway within APS.
• Identify and drive program level enhancements and work with cross-functional partners to drive strategic operational efficiencies and excellence within the Patient Services Operations team.
• Communicate timely and accurate information, progress, and updates to PSP field teams.
• Develop and execute feedback mechanisms to assess and ensure program valuation and related operational support from internal and external stakeholders.
• Leverage internal and external Patient Services Programs processes to bring a best-in-class operations organization.

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hr day) is required

• Requires minimum of a bachelor’s degree or equivalent experience.
• 5+ years of experience in the pharmaceutical or healthcare industry, preferably in patient-centric role(s)
• Good understanding of data networks, data services, redundancy, and integration (middleware) technology
• Strong understanding of CRM solutions, business intelligence environments, and solution design and development
• Proven ability to manage multiple projects and people in a highly matrixed environment.
• Demonstrated success in developing and leading effective cross-functional teams in large scope project implementation with multiple priorities
• Strong ability to develop positive and trusting working relationships and the ability to influence without authority
• Strong operational strategic mindset
• Strong technical and business acumen, with demonstrated proficiency in application support and process efficiency to respond to market opportunities.
• Preferred prior people management experience with demonstrated ability to build and inspire teams.
• Excellent verbal and written communications skills with strong executive presence
• Fully competent in MS Office (Word, Excel, PowerPoint)

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

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• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.​

• 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​

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Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law. ​

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AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion.  It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html 

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html