AbbVie is seeking a strategic and experienced Associate Director to join the international Exceptional Patient Experience (EPE) team, to lead the Digital Patient Ecosystem.
As part of our International Operating model, this Digital Patient Ecosystem aims to enable International Brand Teams and Affiliates to create an exceptional patient experience patients prescribed our treatments, via our AbbVie Care Patient Support Programs (PSPs).
AbbVie Care operates across 48 international markets, supporting patients across AbbVie’s international therapeutics portfolio of brands within our Immunology, Oncology, Neuroscience and Specialty franchises.
Key Responsibilities
- 1. Leadership of the Digital Patient Ecosystem
- Provide overall leadership and evolution of the digital patient ecosystem, including:
- OneCRM - Our Customer Relationship Management system to manage international Patient Support Programs (PSPs)
- myAbbVieCare - Our framework for patient-facing websites
- AbbVie Care Connect - Our framework for secure patient to PSP referrals
- PACE (Patient Automated Care Experience) – Our strategic framework for digital-first patient interactions
- Enable Future Fit readiness of the digital patient ecosystem capabilities and processes to drive continuous improvement aligned to the AbbVie International Operating model
- 2. Leadership of Ecosystem Implementation and Adoption Across Key Markets and Brands
- Deliver against the mandate to scale the digital ecosystem to prioritized Affiliates and Brands by ensuring flawless execution of Activation and Implementation Frameworks
- Drive continuous improvement in deployment and activation processes, reducing time-to-market and fostering strong cross-functional in a highly matrixed environment
- 3. Generate Value through enhanced PSP Data Capabilities
- Leverage and enhance the AbbVie Care real-world PSP data capabilities to generate value across the patient ecosystem
- Establish and report to business leadership a digital maturity and impact measurement framework to evaluate the performance of the ecosystem
- Apply insights from retrospective and predictive analytics to identify data-driven improvements to support systemic changes that create value for AbbVie and support optimal outcomes for patients
- 4. Steward the Operating Model to ensure Operational Excellence & Compliance
- Through continued evolution of the operating model, ensure consistent governance, operational excellence, and compliance across the digital patient ecosystem, mitigating risks as required
- Lead all fiscal planning activities for the digital patient experience capability, including accurate budget forecasting and management, of both strategic and capital expenditure
- Manage vendor relationships, ensuring effective collaboration and alignment with all applicable policies
- Oversee cross-functional partnership model with stakeholders and co-creation activities
- Lead senior leadership stakeholder engagements that deliver meaningful value
- 5. Create a culture of high performance throughout team of direct reports, set goals and objectives. manage performance as required in accordance with AbbVie’s ways of working and develop talent.
- Bachelor’s degree in Digital Health, Life Sciences, or related Business Management field.
A master’s degree is preferred. - At least 10+ years of leadership experience in digital health, or significant experience in bio-pharmaceutical Patient Support Program at key Affiliate or above-country levels.
- Experience (not necessarily full technical expertise) in Salesforce Health Cloud/Life Sciences Cloud or related Customer Relationship Management (CRM) technologies.
- Expertise in the delivery of digital programs with proven abilities to manage and optimize complex operations and workflows.
- Demonstrated ability to use data and analytics to drive actionable insights and decisions.
- Demonstrated experience with Artificial Intelligence (AI) platforms and fluency in AI literacy skills driving agility and quality of work processes.
- A strong track record of people leadership and talent development, to enable a culture of high performance.
- Strategic thinking, effective influencing skills, and strong execution capabilities are critical for success in this role.
About AbbVie
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 including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.
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 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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