The Director, Patient Services Platform Enablement and Operations defines vision, strategy, roadmap, and features for AbbVie Patient Services business platforms and applications, balancing business, technology, user experience and analytics & measurement needs, to enable best-in-class experience for patients, external stakeholders (HCPs, Pharmacy) and internal stakeholders (Agents) throughout the patient’s treatment journey, across Immunology, Oncology, Neuroscience, Eyecare and Specialty brands. The role serves as the Business Systems Owner (BSO) for APS Platforms and applications from enablement activity through day-to-day operations.  

Responsibilities:  

• Responsible to understand end-to-end patient journey, business process and user needs to translate them into platform strategy, define & prioritize features, aligning stakeholders, and driving platform vision. 

• Responsible for enabling the Patient Services platform to support the launch of patient support programs for in-market and pipeline brands. 

• Responsible to partner closely with patient services strategy, business design, AbbVie Complete Access, Digital Lab, APEX (marketing analytics and business insights) and Business Technology Solutions functions to manage the end-to-end life cycle of Patient Services platforms. 

• Responsible to manage portfolio of multi-million-dollar programs by providing strategic direction to achieve speed to market and maximize the value of business platforms to business, patients & end users. 

• Responsible for providing leadership to team of Senior Platform Managers, by defining consistent platform enablement charter including vision, framework, operating model, ways of working, platform KPIs to execute on goals, deliver value and measure success outcomes. 

• Responsible to build partnerships with cross-functional stakeholders to align on the overall platform strategy and roadmap and execute to deliver the business outcomes. 

• Responsible to lead platform operations, defining and operationalizing framework and processes to close the loop between operations and platform enablement to stay aware of user & business needs and pain points, measure the outcomes enabled by the platforms, and implement feedback loop with platform enablement for continuous improvement. 

• Responsible to function as the change agent to enable innovation culture, look for ideas externally, to continuously improve the platforms with data / insights / AI capabilities to improve patient experience, agent experience and optimize total cost of ownership. 

• The ideal candidate must demonstrate strong communication, subject matter experience, attention to details, data / analytics / AI / technology skills, executive presence & stakeholder influencing, prioritization, team development, and coaching skills to excel in this role.