Senior Program Manager, Ambassador Resource Ctr, Tele-Experience- US Patient Services

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.

Purpose:

The US Patient Services team is an industry leading organization, providing unparalleled patient support, resulting in improved brand loyalty and patient satisfaction.  The Senior Program Manager, Ambassador Resource Specialist team reports to the Associate Director, and is responsible for identifying, creating, and implementing practical solutions which drive performance through the Patient Support Services programs for Immunology, Specialty, and Oncology.  The Senior Program Manager serves as a key leader, responsible for managing and providing operational and patient experience guidance to Ambassador Resource Specialist functions within the Tele-Experience organization.  

Responsibilities:

New Product and Initiative Launches

• Involved in the development of operational support for care model launches and initiatives
• Develop operational plan to implement care model launches and initiatives.  
• Project management and oversight of new initiatives and program drug launches.
• Call guide development and design.
• Review campaign call flows for new brands and conduct UAT testing.
• Facilitates and implements new omnichannel technology ( SMS TEXT, Video Conference).

Liaison With Key Business Partners

• Partners with training to develop content for current and future programs.
• Develops and design pilot programs to enhance the patient experience or improve operational process.
• Work Force Management  planning.
• Platform SME (I engage)

Run the Business:

• Primary day to day point of contact for Vendor programs managers and leadership. 
• Oversight of escalations and reviews/support corrective action.
• Involved in the development of operational support for care model launches and initiatives.
• Prepares monthly highlights and provide insights.

 Performance Management and Insight Development

• Develop Metrics to measure program success.
• Provides oversight and direction on reporting requirements.
• Provided insights on platform development and requirements 
• Capacity planning and management.
• Budget planning and operational oversight.

Qualifications: 

• Position requires BS degree in a related area.
• 5+ years of experience leading a customer success team operation in either a pharma or healthcare organization.
• 5+ years of experience supporting outsourced vendor customer service operations.
• Demonstrated knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources.
• The role requires strong organizational skills, strategic thinking, project management leadership skills, analytical capabilities, and a strong understanding of patient services business areas and products.
• Ability to create, develop, and implement project plans in a fast-paced environment· Ability to clearly communicate complex and technical tasks, both written and orally.
• Proven ability to negotiate to achieve win-win business outcomes.
• Proven ability to provide strategic direction and to support the execution of high-level customer service-related strategies.
• Experience working in a metrics-driven environment with responsibility creating and executing plans to achieve desired results.

Key AbbVie Competencies:

• Demonstrated ability to coordinate a cross-functional team to achieve business objectives.
• Demonstrated ability to influence others in organizations who do not have reporting linkages.
• 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 projects and deliver results based on tight timelines.
• Demonstrated history of developing programs that are customer-centric including conducting analysis and identifying trends.
• Ability to apply strategic thinking to the overall business, and then develop tactics that best meet the strategic initiatives.

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. 

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