Associate Director, APS Operations

AbbVie - Mettawa, IL

Full-time

Mettawa, IL

Chemical Manufacturing

About the position

The Associate Director, APS Operations at AbbVie is a leadership role focused on overseeing and executing critical business functions within the APS Strategic Planning, Design and Operations organization. This position requires collaboration with various stakeholders to enhance operational workflows, optimize processes, and ensure exceptional support for Patient Services teams and partners. The role emphasizes operational excellence, risk management, and the development of effective communication strategies to support the organization's goals.

Responsibilities

• Establish best in class onboarding and offboarding experience and process for APS including documented SOPs, tools, resources and playbooks.
• Lead team to understand stakeholder needs, priorities and operationalization of initiatives and deliverables.
• Collaborate with Patient Support team members to provide optimal end user support.
• Responsible for risk identification and mitigation through effective root cause analysis and solution creation.
• Partner with SPDO Business Design & Enablement to understand and address any operational implications of systems or processes.
• Partner with BTS to ensure appropriate proactive and reactive system monitoring practices are in place.
• Build process flows and SOPs to ensure key processes are well documented.
• Create a tool or dashboard to bring visibility and monitoring to the health of APS systems.
• Responsible for end user systems communications, effectiveness for platform status and downtime.
• Create and support pull-through of streamlined processes for consistent escalation pathway within APS.
• Identify and drive program level enhancements and work with cross-functional partners to drive strategic operational efficiencies and excellence within the Patient Services Operations team.
• Communicate timely and accurate information, progress, and updates to PSP field teams.
• Develop and execute feedback mechanisms to assess and ensure program valuation and related operational support from internal and external stakeholders.
• Leverage internal and external Patient Services Programs processes to bring a best-in-class operations organization.

Requirements

• Requires minimum of a bachelor's degree or equivalent experience.
• 5+ years of experience in the pharmaceutical or healthcare industry, preferably in patient-centric role(s).
• Good understanding of data networks, data services, redundancy, and integration (middleware) technology.
• Strong understanding of CRM solutions, business intelligence environments, and solution design and development.
• Proven ability to manage multiple projects and people in a highly matrixed environment.
• Demonstrated success in developing and leading effective cross-functional teams in large scope project implementation with multiple priorities.
• Strong ability to develop positive and trusting working relationships and the ability to influence without authority.
• Strong operational strategic mindset.
• Strong technical and business acumen, with demonstrated proficiency in application support and process efficiency to respond to market opportunities.

Nice-to-haves

• Preferred prior people management experience with demonstrated ability to build and inspire teams.
• Excellent verbal and written communications skills with strong executive presence.
• Fully competent in MS Office (Word, Excel, PowerPoint).