AbbVie Patient Services is an industry leading organization, providing unparalleled patient support, resulting in improved brand loyalty and patient satisfaction. The Associate Director, Business Process Design is responsible for the progression of business strategies into business program design that enable our people, processes and technology to meet present and future needs of the patient. This individual will work closely with key stakeholders to define the end-to-end business process of our patient support programs ensuring alignment of business objectives, while looking for opportunities to optimize the current state, overcome challenges, drive consistency, and efficiencies in speed to market. To be successful, this person will have a strong business acumen to enable collaboration across stakeholders, while leading cross functionally to support the strategy. In addition to being highly collaborative, they must have strong written and oral communication skills, capable of obtaining alignment from multiple key stakeholders across a highly matrixed organization. They should be comfortable with developing relationships across a diverse spectrum of customers, while having the ability to prioritize initiatives based on key value propositions. This role will be required to clearly evaluate, articulate and partner to drive alignment across diverse business functions given complex interdependencies, specifically Business Technology Solutions, Compliance, Legal, Marketing, Patient Engagement teams, Access and Reimbursement teams, Enterprise Strategy, and vendor partners. Major Responsibilities: Work as part of a team to leverage best practices, standard procedures and process design, and knowledge to identify opportunities for improvement and/or cost savings. Translates business strategy into the assessment of appropriate processes required to launch new care models. Enhances the patient experience within existing care models based on care model performance data and changes in the marketplace. Drives efficiencies in the architecture of these programs based on assigned brand, or above-brand, as needed Support program development and integration efforts with our internal Business Technology Services organization, key stakeholders, and external business partners, by articulating detailed business processes and requirements as well as ensuring their understanding. Focus on delivering the appropriate patient/agent experience in alignment with the defined program strategy, providing the patient with the right information at the right time, and through their preferred communication channel. Effectively work with the cross-functional business teams to identify reporting and analytic needs associated with programs, enhancements, and/or new capabilities. This includes working with the data operations team to ensure the data is centralized in AbbVie’s Patient Services data layer, can be efficiently leveraged by the corresponding BI tool, and provides appropriate visibility across the organization. Identify new areas of opportunity and potential benefits beyond the current organizational thinking. This includes improvements to patient/agent interactions, improvements to reporting, analytic insights, communication across functional areas, efficiency gains, and cost savings. Works with department Director and management team to establish priorities and areas of focus. Provide tactical leadership and strategic direction of all platform solutions supporting customer needs, as well as AbbVie Patient Services objectives. Influence and persuade across multiple external and internal constituents (stakeholders and partners) to deliver the best solutions to support patients. Infuse AbbVie Ways of Working and Talent Philosophy in day-to-day leadership and interactions with the team. Continuous review of current state processes to ensure appropriate artifacts are produced for all development efforts, communication strategies are in place and creating the intended dialogue, and processes are formally adjusted as needed to drive efficiency and evolve with changing business needs. Leverage standard documentation to drive consistency in the approach. Best practices will be documented through supporting SOPs and playbooks to drive consistency and facilitate onboarding of new resources. The overall objective is to streamline processes, reduce overhead, increase effectiveness, and gain efficiencies through leading edge technology platform enablement capabilities.
Position requires Bachelor’s degree in a related area 7+ years of management experience. 7+ years in Enterprise Program Management experience. 7+ years translating business needs into solution design. Balance of business acumen, with demonstrated proficiency in application support and process efficiency. Proven ability to manage multiple, complex projects in a highly matrixed environment. Excellent verbal and written communications skills and highly capable in working with senior t