About this role
The Patient Engagement Manager is the operational hub of the Patient Engagement platform team. This role owns the day-to-day execution of platform programs, drives cross-functional coordination across vendors and internal partners, and ensures the patient engagement ecosystem runs with quality, predictability, and alignment to the broader strategy. Success means the program runs without escalation, the roadmap reflects the right priorities, and both vendor partners and internal stakeholders trust this person to deliver.
Responsibilities
Platform Operations & Roadmap Execution
Manage end-to-end platform release cycles, project timelines, and program deliverables across patient engagement systems Synthesize business feedback, analytics, and stakeholder input into a prioritized enhancement roadmap Support the platform migration from external vendor to internal AbbVie-hosted environment — coordinating workstreams, tracking milestones, and managing business readiness activities Continuously identify and recommend optimization opportunities that improve the patient experience and drive operational efficiency Vendor & Partner Management
Serve as a primary day-to-day contact for strategic vendor partners; managing deliverables, escalating issues, and tracking performance against SLAs Coordinate and prepare QBR materials that give senior leadership clear visibility into performance, risks, and roadmap progress Support contract and budget tracking, flagging variances and managing scope changes in coordination with the Associate Director Business Process & Telephony Collaboration
Partner with the Telephony Platform Owner and operational teams to align cross-platform priorities, resolve integration dependencies, and ensure seamless patient and user experiences Participate in operational sessions and bring structured follow-through on action items and decisions Cross-Functional Coordination
Manage alignment across BTS, Marketing, Legal, Compliance, Access & Reimbursement, and Patient Engagement stakeholders on platform priorities and timelines Translate complex technical requirements and platform interdependencies into clear business communications for cross-functional partners Support new product launches from a patient engagement platform perspective, ensuring system readiness and operational alignment Quality & Risk Management
Lead user acceptance testing (UAT) strategy and execution across platform releases, ensuring quality and predictable delivery Proactively identify risks and develop mitigation plans; bring issues to leadership with clear context and recommended solutions Drive consistency in documentation, communication standards, and quality control practices across the team Team Leadership
Mentor and guide Patient Engagement Analyst(s); Prioritize team workloads and conduct impact assessments to ensure efforts deliver intended value B.A./B.S. in Business, Communications, Marketing, or related field 5+ years of professional experience in pharma, patient services, or healthcare operations; 2+ years in platform or program management Experience managing vendor relationships and program timelines in a regulated environment Familiarity with patient services functions (hub operations, access & reimbursement, specialty pharmacy, nursing services) Working knowledge of Salesforce Health Cloud or Life Sciences Cloud preferred Familiarity with telephony platforms and cross-platform integration patterns a plus Strong organizational, analytical, and communication skills; able to manage multiple workstreams and keep stakeholders aligned PMP certification or equivalent a plus Experience managing or mentoring team members preferred 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.
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