Senior Manager, Platform Operations

Role Summary

Senior Manager, Platform Enablement is the day-to-day lead for the design, development, and implementation of assigned technical tools and platforms that enable the strategic capabilities of AbbVie Patient Services. This role ensures that solutions align to the strategic intent and operate efficiently. The role requires cross-functional collaboration to understand current and future business needs and to drive alignment across technology ecosystem interdependencies with teams including Business Technology Solutions, Compliance, Legal, Marketing, Patient Engagement, Access and Reimbursement, Enterprise Strategy, Digital Lab, and vendor partners.

Responsibilities

• Ensuring AbbVie’s internal platform team and external partners are aligned on the business strategy and can translate that into tactical plans, while constantly looking for optimization opportunities that drive standardization, efficiency, and potential cost savings.
• Evolve business solutions and platforms to optimize enterprise capabilities and enhance overall patient experience.
• Building out appropriate system monitoring and KPIs required to compare to SLAs and ensure that contractual obligations are met.
• Creating relationships with strategic partners, building open lines of communication, sharing expectations related to quality, integration efforts, support needs, and the delivery of QBRs.
• Accountable for vendor partner timelines, risk identification, systems budget planning, scope, and delivery.
• Partner with and understand key business stakeholder drivers and strategic objectives to provide solutions to challenging business scenarios, while establishing appropriate communication strategy for keeping partners aligned on status, progress, challenges, and timing of projects.
• Prioritize team workloads and conduct impact assessments on all integration efforts to ensure value delivery and alignment with the business strategy.
• Prioritize work for BTS counterparts to align with APS business priorities and ensure business test cases confirm solution effectiveness and a seamless user experience.
• Accountable for team delivery, execution of plans, and communication of system readiness for critical initiatives across the Patient Services organization.
• Operate with a high-functioning agile mindset, focusing on user engagement from requirements through development, testing, launch, and transition to operations.
• Apply user acceptance testing best practices to maximize engagement and deliver quality, predictable releases.
• Proactively identify risks and architect mitigation strategies to remove hurdles and progress programs.
• Establish and maintain credibility and influence with key stakeholders through subject matter expertise and agile mindsets.
• Drive consistency in communication, documentation, and quality control.
• Coordinate QBRs with team members and vendors to provide senior leadership with visibility into metrics, functionality, and potential issues.
• Resolve resource constraints, maintain alignment, and gain buy-in.

Qualifications

• B.A./B.S. in Business, Communications, Marketing, or related field preferred or equivalent relevant experience.
• 7+ years of experience leading platform operations teams and/or enterprise ecosystem development/support.
• 7+ years of proven enterprise/portfolio/program/project management experience.
• 7+ years’ experience across multiple patient services functions (e.g., patient engagement, access, hub operations, hub strategy, nursing service, marketing services, specialty pharmacy).
• Knowledge of US pharmaceutical industry regulations related to Patient Services functions.
• Experience with Salesforce platforms and offerings such as Health Cloud and Marketing Cloud.
• Strong experience in technology enablement initiatives in the pharmaceutical space.
• Proven track record of creating portfolio-level operational efficiencies and translating business needs to solution designs.
• Innovative mindset with experience creating digital innovation roadmaps.
• Proven leadership competencies including setting vision and strategy, building teams, driving results, and fostering open idea exchange.
• Strong written, verbal, and presentation skills with the ability to distill complex requirements into compelling business objectives.
• Change agent with strong problem-solving abilities in a complex, regulated environment.
• Highly analytical with the ability to interpret and act on data.
• Understanding of Master Data Management (MDM), data integration, and aggregation methodologies is a plus.