Head of Customer Operations and Patient Experience

Company Description 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 – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok. Job Description We are seeking a dynamic and strategic Head of Customer Operations and Patient Experience to lead our Customer and Patient Services (CAPS) and Patient Experience (PEX) teams and strategically direct business operations in AbbVie ANZ. Reporting to the Director of Customer Excellence, this role will drive the development and implementation of customer and patient experience functions across all channels, in line with AbbVie’s Customer Experience principles and is critical in implementing strategic initiatives that optimise operations and elevate experiences for both internal and external stakeholders. You will collaborate with cross-functional teams to achieve business objectives, oversee engagement through multiple communication channels and programs, and enhance operating efficiencies for key brands. As a people leader, you will mentor and support your teams, foster a collaborative culture, and ensure the delivery of exceptional service. KEY DUTIES AND RESPONSIBILITIES Guiding the Digital Marketing, Customer Operations and Patient Experience teams and ensuring there is team coordination and collaboration. Establish a centre for customer & patient experience service activities (excludes wholesaler customer service). Management and Strategic oversight of brands identified as in-scope of the COPEX function with particular focus on delivery outside of face-to-face channels. Ensure inbound customers can gain support via multiple channels at various times of any day. Shape and utilize technology & new developments to enable customer & patient experience for inbound services. Ensure all customer service & patient programs are governed centrally and comply with industry standards and regulations. Ensure knowledge management systems and processes are established for Customer Operations. Ensure patient support programs, product familiarisation programs, sample requests, private pay and financial assistance programs are best practice with centrally managed compliance and governance. Ensure the Customer Operations and Patient Experience team have the skills & competencies to enable their customer & patient service responsibilities. Cross functional and stakeholder engagement, including vendors, with a shared customer centered mindset. Establish function level measures of success and facilitate continual improvement & service enhancement by seeking feedback internally & externally. Under the guidance of the corporate affairs team, effectively manage significant issues that may manifest through inbound channels. e.g., recalls, stock outs, adverse events. Oversee community pharmacy & banner group management when appropriate. Collaboration with operations team regarding wholesaler demand planning and stock management within distribution centres and pharmacies. Report any adverse event within 24 hours as per AbbVie’s policies and procedures. Proactively participate in AbbVie’s WHS programs, adhere to policies and promote a safe work environment at all times. Adhere to AbbVie’s internal codes of conduct and compliance processes. Other ad hoc duties such as administrative duties, as requested. Qualifications 8 years+ experience in a similar role in a dynamic environment Bachelors Degree in Business and/or science Breadth of Pharmaceutical industry experience, ideally in a commercial management role throughout all phases of the product life cycle Strong leadership and demonstrated experience leading a high performing team and fostering strong team culture in a startup environment. Proven ability to lead, influence and work cross functionally including delivery of a strategic plan. Multichannel, digital and systems experience with the ability to turn business analytical data into key insights Demonstrated experience in Budget management responsibilities Customer and patient centred mindset Ability to work under pressure, meet deadlines and adapt to changing priorities Excellent stakeholder management skills, including vendor management. Experience managing complex governance frameworks. Demonstrated ability to make crucial strategic decisions. Understanding of Marketing principles (particularly digital marketing techniques) Technical knowledge of customer relationship management platform architecture Flexibility and Availability: In line with Australia’s 'Right to Disconnect' legislation, we recognise and respect employees' right to refuse contact outside of their working hours, unless such refusal is deemed unreasonable. As we operate in an international, matrixed environment, there may be occasions where your role requires participation in business meetings outside of standard hours. We value and support flexibility and appreciate your willingness to occasionally accommodate these requests to ensure effective collaboration and communication within our global team. Additional Information WAYS WE WORK All For One Abbvie; We weigh all decisions against the common good. We inspire, share and create as a team. We solve problems for all rather than serving our immediate team. Decide Smart & Sure; We make intelligent decisions to create the best outcomes. We act quickly, embrace experimentation, and learn what doesn’t work and get on to what does. Agile & Accountable; We streamline and eliminate unnecessary obstacles. We plan but adapt as we go. We delegate and make tough decisions to ensure focus on results, staying keenly aware of the urgency in all we do. Clear & Courageous; Open, honest, candid dialogue is core to our work and how we act with each other. We share information freely and continuously to find solutions. We admit mistakes. We grow stronger by putting the courage of our conviction to the test. Make Possibilities Real; We question with endless curiosity. We’re never satisfied with good enough—patients depend on us to deliver more. We challenge ourselves to find creative, constructive solutions to turn possibilities into reality. CODE OF CONDUCT & BUSINESS INTEGRITY STATEMENT AbbVie is committed to observing high integrity and ethical standards in all its business dealings with our customers, with each other, business partners and suppliers. AbbVie as a responsible corporate citizen will adhere to these standards, as well as to local, national and international laws. All AbbVie employees are responsible for maintaining the Company’s reputation for conduct in accordance with the highest level of business integrity, ethics and compliance with the law. Soliciting and/or accepting/attempting/offering bribes or any illegal gratification is therefore cause for immediate dismissal. AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community, and embracing diversity and inclusion. 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. #J-18808-Ljbffr