Associate Director, Patient Engagement

Key Responsibilities
Platform Strategy & Modernization
- Own the multi-year patient engagement platform strategy across all therapeutic areas and patient support programs
- Lead migration of a large-scale patient engagement platform from an external vendor to an internal AbbVie-hosted model; manage timeline, risk, scope, and business readiness end-to-end
- Define and evolve platform governance frameworks, operating standards, and roadmap investment priorities
- Evaluate emerging technologies and solutions for a regulated patient services environment

Vendor & Budget Accountability
- Primary executive owner of a large-scale strategic vendor relationship; manage contractual obligations, SLAs, QBRs, and partner accountability
- Own platform budget planning, including multi-year investment decisions, cost optimization, and ROI tracking
- Establish and monitor system KPIs/performance metrics benchmarked against SLAs to ensure quality and compliance

Business Process & Operational Collaboration
- Partner with the Telephony Platform Owner on cross-platform integration strategy
- Participate in operational sessions to surface dependencies and resolve cross-functional friction

Enterprise Collaboration & Stakeholder Alignment
- Lead senior-level relationships across Marketing, BTS, Legal, Compliance, Patient Engagement, Access & Reimbursement, and Enterprise Strategy
- Translate business requirements and platform interdependencies into strategic narratives for VP-level stakeholders
- Represent Patient Engagement platforms in enterprise initiatives (new launches, integrations, compliance programs)
- Maintain communication cadences (QBRs, status updates, leadership dashboards)

Team & Capability Leadership
- Lead, develop, and retain a high-performing team; prioritize workload and assess impact
- Proactively identify risks and architect mitigation strategies
- Champion change management, accountability, agile execution, user-centric design, and continuous improvement

Qualifications
- B.A./B.S. in Business, Communications, Marketing, or related field
- 8+ years pharma/patient services experience; 3+ years in a leadership role
- Deep expertise in patient engagement/hub operations or related patient services (access & reimbursement, nursing services, specialty pharmacy)
- Proven experience managing large-scale vendors and platform budgets in a regulated healthcare environment
- Demonstrated success leading platform migrations/technology transitions (requirements through go-live and operational handoff)
- Working knowledge of Salesforce Health Cloud or Life Sciences Cloud (strongly preferred)
- Familiarity with telephony platforms (e.g., Five9) and cross-platform integration patterns
- Strong understanding of U.S. pharmaceutical patient services regulations
- PMP certification (strong plus)
- Executive-ready communication skills; strong analytical ability (MDM and data integration knowledge a plus)

Benefits (explicitly stated)
- Paid time off (vacation, holidays, sick), medical/dental/vision insurance, and 401(k) to eligible employees
- Eligible for long-term incentive programs