Sr. Manager Customer Excellence
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What you'll do
- 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
What they're looking for
- 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.
- Excellent stakeholder management, communication, and influence skills
Nice to have
- Experience in healthcare, biopharma, or other regulated environments preferred.
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Company Description
About AbbVie
AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas including immunology, oncology and neuroscience - and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on LinkedIn, Facebook, Instagram, X and YouTube.
Job Description
The Manager/Senior Manager, Customer Excellence, supports the Customer Excellence function in driving continuous improvement across the OneHUB customer journey for patients, HCPs, and other customers. Executes customer journey mapping, identifies improvement opportunities, and implements solutions that enhance service quality, reduce friction, and improve operational efficiency.
Applies Six Sigma and operational excellence methodologies to deliver measurable gains in speed, quality, and customer satisfaction. Partners closely with OneHUB Operations, Pillar Teams, BTS, and AbbVie Business Partners to ensure improvements are practical, scalable, and fit for frontline execution within a regulated environment.
Operates with strong business and operational acumen to ensure sustainable performance, scalability, and compliance within a regulated environment
Responsibilities:
- 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
Qualifications
- 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
Additional Information
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of thisposting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location,and we may ultimately pay more or less than the posted range. This range may be modified in the future.
We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
This job is eligible to participate in our long-term incentive programs.
Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission,incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless anduntil paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.
AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community. Equal Opportunity Employer/Veterans/Disabled.
US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html
US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:
https://www.abbvie.com/join-us/reasonable-accommodations.html
Company
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