Program and Projects Manager

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.

AbbVie is an equal opportunity employer, and dedicated to fostering an inclusive, flexible, and supportive workplace that values and respects every individual. We are committed to operating with integrity, driving innovation, transforming lives, and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability. We ensure a fair and inclusive recruitment process without discrimination against any employee or applicant because of, and not limited to, race, religion, age, physical or mental disability, gender identity or expression, sexual orientation, or marital status. Our hiring process is flexible and accessible, so if you have any specific requests or accessibility requirement, please feel comfortable to let our team know by emailing CareersANZ@abbvie.com or speaking with your Recruiter and we'll make any necessary adjustments to accommodate your needs.

The Program and Projects Manager will lead the development and enhancement of systems and processes for healthcare professional (HCP) programs.

You will oversee the execution of these programs, executing seamless delivery by collaborating with internal stakeholders to align with organisational goals. You will implement continuous evaluation and improvement to processes for optimal performance and customer satisfaction, drive program enhancements through innovative solutions, and ensure all activities comply with relevant regulations and standards.

This role embodies AbbVie's CX principles: make it easy, be trustworthy, know me, and bring value to provide exceptional customer experience.

KEY DUTIES AND RESPONSIBILITIES

• Lead the creation and implementation of efficient workflows and procedures for various HCP programs, including but not limited to private pay, product familiarization, samples, stock replacement, support for specific devices, financial assistance, including compassionate access management, and new programs as needed. Continuously evaluate and enhance these systems & processes to ensure optimal performance and customer satisfaction
• Oversee the coordination and execution of HCP programs to ensure seamless service delivery to healthcare professionals. Collaborate with internal stakeholders, such as sales, marketing, and customer service teams, to ensure effective program implementation and alignment with organisational objectives.
• Develop and implement streamlined workflows for healthcare professionals to access free-of-charge ordering, samples, support for specific devices, and other relevant HCP programs. Ensure processes are user-friendly, efficient, and compliant with relevant regulations.
• Continuously assess and enhance systems and processes to ensure optimal performance and customer satisfaction.
• Identify opportunities to enhance HCP services through program improvements and innovation. Stay informed about industry trends and best practices to develop and refine HCP programs. Collaborate with cross-functional teams to implement innovative solutions and improve program effectiveness.
• Work closely with cross-functional teams, including sales, marketing, regulatory affairs, and finance, to ensure alignment and execution of HCP programs. Foster strong relationships and effective communication to ensure seamless collaboration and achievement of program objectives.
• Working closely with the Head of Customer Operations, define scope, goals, and allocate resources for various projects and programs. This includes creating project plans, setting milestones, and managing project timelines. 
• Ensure that all HCP programs comply with relevant regulations, industry standards, and company policies. Implement appropriate governance mechanisms to monitor program performance, identify risks, and ensure adherence to compliance requirements.
• Report any adverse event within 24 hours as per AbbVie’s policies and procedures.
• Proactively participate in AbbVie’s WHS programs, adhere to policies and promote a safe work environment at all times.
• Adhere to AbbVie’s internal codes of conduct and compliance processes.
• Other ad hoc duties such as administrative duties, as requested

• Bachelor's degree, biological sciences, pharmacy, business related field, or equivalent.
• Extensive Pharmaceutical sales and/or marketing experience with strong Project Management skills
• Experience in managing healthcare professional programs is highly valued, preferably in the pharmaceutical or medical device industry. This may include experience in program development, implementation, and improvement.
• Strong knowledge of healthcare regulations and compliance requirements
• Familiarity with the healthcare industry, including an understanding of healthcare professionals' needs and challenges.
• Experience in collaborating with cross-functional teams and stakeholders
• Strong analytical and problem-solving abilities are important for identifying program improvement opportunities and implementing innovative solutions
• Excellent communication and interpersonal skills are necessary for effective collaboration and communication with internal and external stakeholders.
• A results-oriented mindset with a focus on continuous improvement is highly desirable.
• Consistently displays positive behaviors and a growth mindset, serving as a credible and respected role model and resource among peers & reports.
• Builds mutually beneficial relationships with colleagues, teammates, and other organizational stakeholders.
• Exhibits strong skills in engaging with and managing relationships with customers.
• Maintains composure when dealing with difficult customer situations.
• Possesses strong oral and written communication skills, organisational abilities, and works well in a team environment.

Flexibility and Availability: In line with Australia’s 'Right to Disconnect' legislation, we recognise and respect employees' right to refuse contact outside of their working hours, unless such refusal is deemed unreasonable. As we operate in an international, matrixed environment, there may be occasions where your role requires participation in business meetings outside of standard hours. We value and support flexibility and appreciate your willingness to occasionally accommodate these requests to ensure effective collaboration and communication within our global team.

WAYS WE WORK

All For One Abbvie; We weigh all decisions against the common good. We inspire, share and create as a team. We solve problems for all rather than serving our immediate team.

Decide Smart & Sure; We make intelligent decisions to create the best outcomes. We act quickly, embrace experimentation, and learn what doesn’t work and get on to what does.

Agile & Accountable; We streamline and eliminate unnecessary obstacles. We plan but adapt as we go. We delegate and make tough decisions to ensure focus on results, staying keenly aware of the urgency in all we do.

Clear & Courageous; Open, honest, candid dialogue is core to our work and how we act with each other. We share information freely and continuously to find solutions. We admit mistakes. We grow stronger by putting the courage of our conviction to the test.

Make Possibilities Real; We question with endless curiosity. We’re never satisfied with good enough—patients depend on us to deliver more. We challenge ourselves to find creative, constructive solutions to turn possibilities into reality.

CODE OF CONDUCT & BUSINESS INTEGRITY STATEMENT

AbbVie is committed to observing high integrity and ethical standards in all its business dealings with our customers, with each other, business partners and suppliers. 

AbbVie as a responsible corporate citizen will adhere to these standards, as well as to local, national and international laws. 

All AbbVie employees are responsible for maintaining the Company’s reputation for conduct in accordance with the highest level of business integrity, ethics and compliance with the law. 

Soliciting and/or accepting/attempting/offering bribes or any illegal gratification is therefore cause for immediate dismissal. 

AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. 

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:

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