Associate Director, International Exceptional Patient Experience
Job Description
Job DescriptionCompany 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 X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.
Job Description
AbbVie’s Exceptional Patient Experience (EPE) organization has international impact over 40 countries around the world. The Exceptional Patient Experience team is part of the International Customer Excellence (ICEX) organization within the International Marketing and Commercial Operations (IMCO) team.
AbbVie’s EPE team is responsible for defining patient experience strategies across the portfolio of AbbVie’s international therapeutics business unit and the oversight of Affiliate operational excellence and compliance of AbbVie’s patient support programs (PSPs), referred to as AbbVie Care, in all international markets.
EPE drives the ‘Patient Experience’ as a Future Fit capability for IMCO, leading and executing the Patient Experience Framework and Operating Models to power brand strategy with patient insights and enable AbbVie’s international affiliates via Operational Excellence and Compliance of the Patient Experience Framework strategies and tactics including PSPs in-market.
Major Responsibilities:
Operational Excellence & Compliance:
- As key member of EPE Leadership team, lead the planning, organizing, implementing and maintaining of EPE operational excellence and compliance initiatives across the portfolio.
- Drive audit readiness, partnering with multiple subject matter experts and advisors from cross-functional teams including pharmacovigilance, legal, regulatory, medical, office of ethics and compliance (OEC) and business technology solutions (BTS) to ensure operational excellence and governance of EPE led processes.
- Monitor the external environment, to help to drive AbbVie’s patient experience capability, proactively reviewing and identifying opportunities to drive value for business partners and drive a sustainable PSP operating model across the business including Area and Affiliate operations
- Lead the Patient Experience Operating Framework and ensure alignment to all applicable policies and regulations
- Support the ongoing evolution and development of the AbbVie Care Patient Support Programs (PSP) including brand standards, portfolio style guides and AbbVie Care operational performance metrics
- Lead (with cross-functional partners) required Annual Monitoring and Quarterly PV Monitoring of all international PSPs
- Support development of standard curriculums for vendor staff related to AbbVie’s policies related to PSPs (e.g.. minimum standards for Care Coaches)
- In close collaboration with head of function, lead the annual Patient Experience functional and financial planning cycles and lead investment maximization initiatives (IMAX).
- Lead monthly governance meetings with EPE advisors and ensure appropriate curation of content for EPE’s team SharePoint
Affiliate Patient Experience Community Leadership:
- Lead community of Affiliate/Area Patient Experience leads via monthly exchange touchpoints and active engagement via EPE community channel, including TEAMs/SharePoint (go/EPE) & Compass
- Lead the identification of Affiliate needs and priorities to ensure EPE is enabling Affiliates to execute effective patient experience strategies in-market, aligned to international and local business priorities.
- Lead the co-creation and evolution of right-sized PSP operational excellence tools and guidance
- Ensure Affiliates are operating consistently across the regions/portfolio to deliver the same high standards for each AbbVie Care program, support corrective actions as required
- Support development of competencies to ensure Future Fit readiness of EPE and the Patient Experience leads within Affiliates
- Monitor in-market performance via the global AbbVie Care dashboard and drive EPE’s contribution to enterprise level reporting including Environmental Social Governance (ESG) activities
- Drive use of data and analytics to define, develop and monitor Patient Experience Strategies and AbbVie Care programs implemented in all international markets
- Responsible for the on-boarding of new Affiliate community team members, assigning the required learning curriculum and coaching individuals through global processes, including PSP Operational Excellence tools in accordance with applicable policies
- Coach peers in PSP operational excellence and compliance
- As subject matter expert, provide strategic guidance on a right-sized patient support models aligned to brand and Affiliate archetypes
- Work with Affiliate and international teams to problem-solve issues, provide guidance on how best to implement AbbVie Care strategies and tactics, applying the ‘agile’ way of working methodology
Additional Responsibilities:
- Leverage the process and methodologies AbbVie uses to See Feel Live the patient in everything that we do, supporting in the delivery of Patient Immersions at enterprise, business unit and team levels
- Have a strategic mind-set and be able to orchestrate matrix teams
- Influence without direct authority, a peer-group of high achieving cross-functional colleagues within AbbVie’s international and affiliate organizations
- Lead assigned financial planning and budget management activities
- Lead effective partnerships with external vendors such as appointed strategic and creative agency partners ensuring alignment with all relevant policies and procedures
- Live the AbbVie Ways of Working, Leadership Behaviors and Talent Philosophy in day-to-day execution of assigned activities
Qualifications
- Bachelor’s Degree required, MBA-preferred
- 10+ years of pharmaceutical industry experience, 5+ years in Patient Experience/Patient Support Services or 5+ years in Healthcare Experience strategy and design
- International experience preferred and/or proven ability to operate with an international perspective at above country or Head Quarter levels from prior project work
- Fluent in English as AbbVie’s designated global business language, additional fluency in other languages preferred
- Experience in leading strategic and tactical planning in a team environment, with proven strategy to execution skills.
- Experience in financial planning and budget forecasting & management
- Strong analytical skills with the ability to draw insights that drive the business forward
- Excellent verbal and written communication skills
- Established track record of leading, coaching and enabling high-performing matrix teams
- Experience managing third-party vendors
- International travel expected to be 30% of working time in order to support and meet the AbbVie's affiliate teams operating in multiple international markets outside of the United States
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 and serving our community. Equal Opportunity Employer/Veterans/Disabled.
US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.ht…
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
https://www.abbvie.com/join-us/reasonable-accommodations.html