Director, Patient Engagement Strategic Initiatives, US Patient Services

Company Description

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 Twitter , Facebook , Instagram , YouTube and LinkedIn .

Job Description

The AbbVie Patient Services team is an industry-leading organization, providing unparalleled patient support, resulting in improved brand loyalty and patient satisfaction. The Director of Strategic Initiatives will partner with individuals across the Patient Engagement (PE) organization and the larger AbbVie Patient Services (APS) organization in support of initiatives and tactics that span the PE organization. Additionally, they will work closely with the Senior Director of PE on tactics tied to the culture, communications strategy, and development of PE team resources. Combining strategic thinking, analytic rigor, and project management skills, this role will define actionable solutions to complex problems and ensure effective implementation.

Key Activities and Responsibilities

Strategic Leadership and Collaboration:

• Provide overarching leadership and direction for the Patient Engagement Strategy team, setting vision, goals, and resource investment
• Partner with the Senior Director and PE functional leads to address key decisions impacting the Patient Engagement organization.
• Act as a convener, bringing together colleagues from across functions to create and deliver consensus-driven solutions.
• Collaborate with AbbVie Patient Services cross-functional teams and serve as the primary point of contact across specific PACT teams within APS.
• Assist in the communication and culture strategy of the PE organization, ensuring alignment across functional areas and strategic partners.

Patient Experience and Innovation:

• Support the Senior Director of PE on the development and design phases of the APS care model process, and specifically the cross-functional impact to the PE organization.
• Direct the translation of APS care models to the PE support models with inputs from functional area leadership as well as other vital stakeholders.
• Work with PE Functional Leads to leverage data and analytics to provide strategic insights and drive innovation in the PE patient support model and resource recommendations.
• Collaborate with cross-functional brand teams to develop Patient Experience strategies and initiate ongoing insight work to drive innovation.

Major Responsibilities:

• Strategic planning around the design, development, and delivery of successful Patient Engagement programs and solutions aligned with customer needs & AbbVie Patient Services objectives and tactics
• Establishing SI goals and objectives that align to PE and APS vision and strategic imperatives.
• Develop and maintain an effective organization of responsibility, including efficient training, coaching, recognition and workflow patterns.
• Defining and oversight of contact center staff processes and practices.
• Identify and recommend new solutions and services or enhancements to improve productivity and customer experience.

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

Qualifications

Qualifications:

• Position requires BS degree in a related area. Masters preferred.
• Extensive experience in corporate or commercial strategy for healthcare or pharmaceutical organizations required.
• Background in managing large projects within a complex matrixed organization, either as an external consultant or an internal cross-functional lead
• Experience managing cross-functional teams, including management of remote colleagues
• Must also have deep problem-solving skills.
• Proven ability to collaborate and work cross-functionally, bringing together the best of the business to drive results in a heavily matrixed, fast-paced environment
• Exceptional problem-solving skills and analytic mindset
• Strong interpersonal skills, excellent oral, written and presentation skills
• Ability to lead executive-level discussions to influence complex business decisions
• Drive, energy, and passion to advance AbbVie's mission

Key AbbVie Competencies:

• Demonstrated ability to coordinate a cross-functional team in order to achieve business objectives
• Demonstrated ability to influence others in organizations who do not have reporting linkages
• Proven ability to negotiate in order 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
• Ability to apply strategic thinking to the overall business, and then develop tactics that best meet the strategic initiatives

Additional Information

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

• 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

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.

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.

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