Senior Manager, Platform 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.

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 and vendor partners.  This role is critical to ensuring 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, and vendor partners. 

Responsibilities:

• Ensuring external partners platform teams are aligned on the business strategy and can translate that into tactical plans, while constantly looking for optimization opportunities that drive 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 KPI’s required to compare to SLA’s and ensure contractual obligations are met is critical.
• Creating relationships with our strategic partners is critical towards 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.
• Help to prioritize the work for our vendors 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 drives a seamless experience for patients and end users.
• Accountable for team delivery, execution of plans, and identifies opportunities to motivate team members to maximize Patient Services effectiveness.
• 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 engagements 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.
• Help 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.

• B.A./B.S./Business, Communications, Marketing or related field.
• 5+ years of experience leading platform operations team and/or equivalent combination of platform operations and enterprise ecosystem development/support.
• 5+ years of proven experience in enterprise/portfolio/program/project management experience. 
• 5+ years’ experience across multiple patient services functions (e.g. patient engagement, access, hub operations, nursing service, marketing services, specialty pharmacy).
• Project Management Professional certification a strong plus.
• Skilled as a change agent champion.
• In-depth knowledge required of Salesforce platforms. 
• In-depth knowledge preferred of MS Dynamics platform.
• Proven experience in translating business needs to solution designs.
• Knowledge of pharmaceutical industry regulations in the United States, specifically related to Patient Services functions.
• Strong, proven experience in technology enablement initiatives in the pharmaceutical space.
• Proven track record of creating portfolio level operational efficiencies.
• 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. 
• Strong problem-solving abilities in complex, compliance regulated department.
• Highly analytical, with the ability to interpret and create action on data.
• Understanding of MDM, data integration and aggregation methodologies.

AbbVie Competencies: 

• 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.

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 and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

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