Associate Director, International Exceptional Patient Experience

Company 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 identify