Manager/Sr. Manager, Customer Excellence

🕒 Maio 27

🌽 Illinois – Remoto

🌽 Illinois – Remote

💵 $124.500 - $236.500 / ano

⏰ Tempo Integral

🟠 Sênior

👔 Gerente

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AbbVie

SiteLinkedInTodas as Vagas

10.000+ funcionários

Fundada em 2013

💊 Farmacêutico

🧬 Biotecnologia

⚕️ Seguro de Saúde

Pharmaceuticals • Biotechnology • Healthcare Insurance

A AbbVie é uma empresa farmacêutica global que descobre e entrega medicamentos inovadores e soluções para melhorar vidas. Com foco em enfrentar os desafios de saúde mais difíceis do mundo, a AbbVie opera em mais de 175 países, oferecendo uma ampla gama de produtos em áreas como imunologia, oncologia, neurociência e estética. Comprometida com a inovação científica, a AbbVie investe fortemente em pesquisa e desenvolvimento, com o objetivo de produzir medicamentos inéditos. A empresa também dá ênfase à diversidade no ambiente de trabalho, sustentabilidade e iniciativas de apoio ao paciente, garantindo um impacto positivo tanto para seus pacientes quanto para a comunidade em geral.

Descrição

• Execute end-to-end customer journey mapping across OneHUB touchpoints for patients, HCPs, and other customers. • Translate journey mapping findings and performance data into prioritized improvement initiatives. • Design and implement process and workflow improvements that enhance speed, clarity, and ease of engagement. • Partner with technical and system owners to support enhancements to platforms (e.g., CRM, case management, workflow tools) that enable improved customer experience. • Work across OneHUB Operations and Pillar Teams to understand evolving business needs and ensure improvement initiatives reflect frontline realities. • Establish and sustain a structured continuous improvement framework. • Track implementation outcomes to ensure realized performance gains. • Foster a culture of accountability, data-driven decision making, and customer-centric thinking within OneHUB.

🎯 Requisitos

• Bachelor’s degree required. • 5-7 years of experience in patient services, contact center operations, customer experience, commercial operations, or related functions. • Demonstrated experience driving operational and customer experience improvements tied to measurable outcomes. • Strong understanding of service performance metrics and workflow optimization. • Experience partnering with technology teams (e.g., CRM, workflow systems) on enhancements or implementations. • Proven ability to lead cross-functional initiatives in a matrixed environment. • Strong analytical and problem-solving skills with ability to translate insights into actionable plans. • Experience in healthcare, biopharma, or other regulated environments preferred. • Excellent stakeholder management, communication, and influence skills.

🏖️ Benefícios

• paid time off (vacation, holidays, sick) • medical/dental/vision insurance • 401(k) • long-term incentive programs