IT Business Relationship Manager

Position: IT Business Relationship Manager

Location : Alameda CA

Position Summary

Abbott is seeking an experienced IT Business Relationship Manager (BRM) to support the Electronic Consumer Call Center (EC3) Salesforce application within ADC.

EC3 is a US based customer engagement platform used by ADC Customer Service teams to support FreeStyle Libre consumers through non complaint non technical interactions. The platform enables electronic voucher (eCard) issuance program enrollment customer opt ins and campaign outreach and is expanding to support Key Account Management (KAM) for Health Systems and Market Access.

The IT BRM serves as the primary interface between Business and IT ensuring EC3 continues to deliver value operates compliantly and evolves in alignment with ADC business priorities.

Primary Responsibilities

Business Partnership & Engagement

• Serve as the primary IT partner for EC3 business stakeholders across Customer Service Commercial Programs Market Access and Key Account Management.
• Build strong working relationships with business leaders and operational teams to understand priorities challenges and success metrics.
• Act as a trusted advisor helping business partners leverage EC3 capabilities to meet consumer engagement goals.

Application Ownership (EC3)

• Provide end to end business facing ownership for the EC3 Salesforce application.
• Ensure alignment between business objectives and EC3 capabilities including:

• • Account Management (Business & Person Accounts)
  • Case Management (multiple intake channels)
  • eCard issuance and third party fulfillment
  • Campaigns Knowledge and Reporting

• Support the expansion of EC3 into broader CRM capabilities for KAM users.

Demand Delivery & Release Management

• Intake assess and prioritize business demand in partnership with stakeholders.
• Translate business needs into clear requirements and priorities for IT delivery teams.
• Partner with Product Managers Business Systems Analysts and Salesforce Dev/Ops teams to:

• • Review requirements and solution designs
  • Support UAT and business acceptance
  • Drive timely and high quality delivery

• Support a multi release annual delivery cadence using Agile and hybrid methodologies.

Operational Excellence & Change Management

• Monitor EC3 operational performance from a business impact perspective (agent efficiency case handling eCard processing).
• Partner with IT Ops SQA and Business teams to identify trends risks and improvement opportunities.
• Lead business side change management including communications readiness and training coordination.

Compliance Risk & Security

• Ensure EC3 operates in alignment with Abbott policies data privacy standards and security controls.
• Maintain awareness of regulated/non quality system boundaries and support compliant decision making.
• Balance business needs with risk management and technical constraints.

Required Qualifications

• Bachelors degree in Information Systems Business or related discipline.
• 7 years of experience in IT Business Relationship Management IT Business Partnering Product Ownership or Application Management roles.
• Hands on experience supporting Salesforce platforms preferably Service Cloud.
• Experience working in healthcare life sciences or other regulated industries.
• Demonstrated ability to work effectively with onshore and offshore delivery teams.

Preferred Qualifications

• Experience supporting:

• • Call center or consumer engagement platforms
  • Digital voucher incentive or eCard programs
  • Pharmacy payer or Medicare / Medicaid related workflows

• Salesforce certifications (Administrator Service Cloud Consultant or equivalent).
• Experience supporting CRM expansion to enterprise or Key Account Management use cases.

Key Competencies

• Strong stakeholder management and communication skills.
• Ability to translate complex business needs into actionable IT priorities.
• Comfortable operating in fast paced multi priority environments.
• Strong problem solving organization and decision making skills.