Associate Director, Patient Services Business Design

Job Description

Abb Vie 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 progressing business strategies into program design that enable people, processes, and technology to meet present and future patient needs. This role works closely with key stakeholders to define end‑to‑end business processes for patient support programs, ensuring alignment of business objectives while identifying opportunities to optimize the current state, overcome challenges, and drive consistency, efficiency, and speed to market.

• Leverage best practices, standard procedures, and process design knowledge to identify opportunities for improvement and cost savings.
• Translate business strategy into appropriate processes required to launch new care models.
• Enhance patient experience within existing care models based on performance data and market changes.
• Drive efficiencies in program architecture for assigned brands or above‑brand as needed.
• Support program development and integration efforts, articulating detailed business processes and requirements to stakeholders and external partners.
• Ensure the appropriate patient/agent experience aligns with program strategy, delivering the right information at the right time through preferred communication channels.
• Work with cross‑functional teams to define reporting and analytic needs, ensuring data is centralized and leveraged effectively.
• Identify new areas of opportunity and potential benefits beyond current organizational thinking, including improvements to interactions, reporting, and efficiency gains.
• Collaborate with the Director and management team to establish priorities and focus areas.
• Provide tactical leadership and strategic direction for platform solutions supporting customer needs and Abb Vie Patient Services objectives.
• Influence stakeholders and partners to deliver the best solutions for patients, integrating Abb Vie Ways of Working and Talent Philosophy into leadership and interactions.
• Continuously review current state processes, ensuring appropriate artifacts are produced and that communication strategies are in place.
• Document best practices through SOPs and playbooks to drive consistency, onboarding, and operational efficiency.

• Bachelor’s degree in a related field.
• 7+ years of management experience.
• 7+ years in Enterprise Program Management.
• 7+ years translating business needs into solution design.
• Balance of business acumen with proficiency in application support and process efficiency.
• Proven ability to manage multiple complex projects in a matrixed environment.
• Excellent verbal and written communication skills, with capacity to work with senior team members.
• Detail‑oriented, efficient, flexible, with strong investigative and resolution skills.
• Ability to understand and follow policy, procedures, guidelines, and design solutions that adhere to compliance standards.
• Good understanding of data networks, data services, redundancy, and integration (middleware) technology.
• Strong understanding of omni‑channel platforms, CRM solutions, business intelligence environments, solution design, and development.

• Influence others in organizations without reporting linkages.
• Negotiate to achieve win‑win business outcomes.
• Manage multiple projects simultaneously and meet due dates.
• Communicate complex and technical tasks clearly, both written and orally.
• Manage vendors and deliver results on tight timelines.
• Apply strategic thinking to business and develop tactics that align with strategic initiatives.

• The compensation range described represents the possible base pay for this role at the time of posting. Individual compensation within this range will depend on geographic location and other factors. The range may be modified in the future.
• Comprehensive benefits package includes paid time off (vacation, holidays, sick), medical/dental/vision insurance, and a 401(k) plan for eligible employees.
• Eligible for short‑term incentive programs.

Abb Vie is an equal opportunity employer committed to operating with integrity, driving innovation, transforming lives, and serving our community.