Sr. Manager Customer Excellence

The Manager/Senior Manager Customer Excellence supports the Customer Excellence function in driving continuous improvement across the OneHUB customer journey for patients HCPs and other customers. Executes customer journey mapping identifies improvement opportunities and implements solutions that enhance service quality reduce friction and improve operational efficiency.

Applies Six Sigma and operational excellence methodologies to deliver measurable gains in speed quality and customer satisfaction. Partners closely with OneHUB Operations Pillar Teams BTS and AbbVie Business Partners to ensure improvements are practical scalable and fit for frontline execution within a regulated environment.

Operates with strong business and operational acumen to ensure sustainable performance scalability and compliance within a regulated environment

Responsibilities:

• Execute end-to-end customer journey mapping across OneHUB touchpoints for patients HCPs and other customers.
• Translate journey mapping findings and performance data into prioritized improvement initiatives.
• Design and implement process and workflow improvements that enhance speed clarity and ease of engagement.
• Partner with technical and system owners to support enhancements to platforms (e.g. CRM case management workflow tools) that enable improved customer experience.
• Work across OneHUB Operations and Pillar Teams to understand evolving business needs and ensure improvement initiatives reflect frontline realities
• Establish and sustain a structured continuous improvement framework.
• Track implementation outcomes to ensure realized performance gains
• Foster a culture of accountability data-driven decision making and customer-centric thinking within OneHUB

Qualifications :

• Bachelors degree required.
• 5-7 years of experience in patient services contact center operations customer experience commercial operations or related functions.
• Demonstrated experience driving operational and customer experience improvements tied to measurable outcomes.
• Strong understanding of service performance metrics and workflow optimization.
• Experience partnering with technology teams (e.g. CRM workflow systems) on enhancements or implementations.
• Proven ability to lead cross-functional initiatives in a matrixed environment.
• Strong analytical and problem-solving skills with ability to translate insights into actionable plans.
• Experience in healthcare biopharma or other regulated environments preferred.
• Excellent stakeholder management communication and influence skills

Additional Information :

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 locationand 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 commissionincentive benefits or any other form of compensation and benefits that are allocable to a particular employee remains in the Companys sole and absolute discretion unless anduntil paid and may be modified at the Companys 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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Work :

No

Employment Type :

Full-time