Senior Program Manager, Patient Services

Company Description

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.

Job Description

The US Patient Services team is an industry leading organization, providing unparalleled patient support, resulting in improved brand loyalty and patient satisfaction.  The Senior 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 web chat supporting Skyrizi, Rinvoq, Qulipta and Ubrelvy.  The 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.    

Responsibilities

• Manage and oversee 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. 
• Develop web chat metric reporting/platform system reporting, and take action as needed to assure KPI’s are achieved. Synthesize data/insights and apply this information to program refinement and new initiatives development. 
• Foster 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. 
• Develop recommendations on new call guides and call campaigns to support business initiatives based on opportunities identified through chat monitoring or new product launches. 
• Analyze and evaluate Tele-Experience patient interactions and contact trends to develop optimization models focused on increasing patient engagement.
• Direct 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.
• Own, design, and develop Standard Operating Procedures, as well as other operational processes supporting materials for the organization. 

Qualifications

• 4-year Bachelor’s Degree in 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.

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 bel