Sr. Manager Customer Excellence

📋 Description

• Execute end-to-end customer journey mapping across OneHUB touchpoints for patients, HCPs, and other
• 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
• Partner with technical and system owners to support enhancements to platforms (e.g., CRM, case
• Work across OneHUB Operations and Pillar Teams to understand evolving business needs and ensure
• Establish and sustain a structured continuous improvement framework.

🎯 Requirements

• Bachelor’s degree required.
• 5-7 years of experience in patient services, contact center operations, customer experience
• Demonstrated experience driving operational and customer experience improvements tied to measurable
• Strong understanding of service performance metrics and workflow optimization.
• Experience partnering with technology teams (e.g., CRM, workflow systems) on enhancements or
• Proven ability to lead cross-functional initiatives in a matrixed environment.

🎁 Benefits

• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick)
• This job is eligible to participate in our long-term incentive programs.
• AbbVie is an equal opportunity employer and is committed to operating with integrity and driving