AbbVie
10,000+ employees
Founded 2013
💊 Pharmaceuticals
🧬 Biotechnology
⚕️ Healthcare Insurance
Pharmaceuticals • Biotechnology • Healthcare Insurance
AbbVie is a global pharmaceutical company that discovers and delivers innovative medicines and solutions to enhance lives. With a focus on addressing the world's toughest health challenges, AbbVie operates in over 175 countries, providing a wide range of products across areas like immunology, oncology, neuroscience, and aesthetics. Committed to scientific innovation, AbbVie invests heavily in research and development, aiming to produce first-in-class medicines. The company also emphasizes workplace diversity, sustainability, and patient support initiatives, ensuring positive impact for both its patients and the broader community.
Manager/Sr. Manager, Customer Excellence
🕒 May 27
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AbbVie
10,000+ employees
Founded 2013
💊 Pharmaceuticals
🧬 Biotechnology
⚕️ Healthcare Insurance
Pharmaceuticals • Biotechnology • Healthcare Insurance
AbbVie is a global pharmaceutical company that discovers and delivers innovative medicines and solutions to enhance lives. With a focus on addressing the world's toughest health challenges, AbbVie operates in over 175 countries, providing a wide range of products across areas like immunology, oncology, neuroscience, and aesthetics. Committed to scientific innovation, AbbVie invests heavily in research and development, aiming to produce first-in-class medicines. The company also emphasizes workplace diversity, sustainability, and patient support initiatives, ensuring positive impact for both its patients and the broader community.
📋 Description
• 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.
🎯 Requirements
• 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.
🏖️ Benefits
• paid time off (vacation, holidays, sick) • medical/dental/vision insurance • 401(k) • long-term incentive programs
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