Senior Program Manager, 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.

The US Patient Services team is an industry leading organization, providing unparalleled patient support, resulting in improved brand loyalty and patient satisfaction.  The Sr Program Manager reports to the Associate Director of Tele-Experience, and is responsible for identifying, creating, and implementing practical solutions which drive performance through the Tele-Experience/Care Model Operations programs specifically in the areas of Nursing Services and In Home Nursing for Immunology, Oncology (Imbruvica, Venclexta and Lupron) and Neuro.  The Nursing Services Senior Program Manager serves as a key leader, responsible for managing and providing operational guidance to functions within the Tele-Experience/Care Model Operations organization.     

Major Responsibilities:

• Manages and oversees vendor partners and internal staff, ensuring team resources are achieving or exceeding all operational KPIs including Quality metrics.
• Responsible for developing staffing performance plans, based on feedback and insights provided through quality assurance monitoring and other performance indicators.
• Develops contact center metric reporting/platform system reporting, and takes action as needed to assure KPI’s are achieved. Synthesize data/insights and apply this information to program refinement and new initiatives development.
• Fosters a strong customer advocacy focused environment. Help maintain a well-trained, highly skilled staff with emphasis on quality customer service, retention and proactive service that exceeds ever changing, increasingly complex customer demands.
• Based on opportunities identified through call monitoring or new product launches, develops recommendations on new scripts and call campaigns to support business initiatives.
• Analyze and evaluates Tele-Experience patient interactions and contact trends to develop optimization models focused on increasing patient engagement.
• Directs analytics team in primary research projects associated with assessing Tele-Experience/Care Model Operations programs.
• Work with marketing partners to understand brand needs related to Tele-Experience opportunities.
• Create, communicate, and effectively execute subordinate job responsibilities and provide defined job developmental and or career development plans.
• Owns design and development of Standard Operating Procedures as well as other operational and processes supporting materials for the organization.   

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

• Position requires BS degree in a related area
• 5+ years of experience leading a customer success team or professional services operation 
• 5+ years of experience supporting outsourced vendor customer service operations including partnerships with international vendor 
• 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, and strong understanding of patient services business areas
• 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 in order to achieve win-win business outcome 
• 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 in order 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 
• 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