Manager, Patient Services Quality & Compliance

AbbVie’s mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas—including immunology, oncology, and neuroscience—and through products and services in our Allergan Aesthetics portfolio.

About the role

The Manager of Quality & Compliance (Q&C) reports to the Associate Director of Q&C for AbbVie Patient Services. This role oversees and improves established compliance and quality system processes for patient support programs, specifically Field Reimbursement Managers (FRM) and Customer Solutions Specialists (CSS). The position supports the implementation of the Patient Services Q&C Roadmap and fosters a culture of excellence to ensure a superior experience for partners and patients.

Responsibilities

• Assist with internal and external audit management, including internal, supplier, and vendor assessments; maintain standard audit processes and documentation, including remediation oversight.
• Oversee all monitoring activities for assigned functional areas.
• Assist with remediation plans for control weaknesses or gaps identified; proactively identify potential noncompliance before occurrence.
• Influence key patient service business leads to implement quality and compliance programs and controls as the FRM compliance subject matter expert.
• Develop and monitor appropriate quality metrics for management review, including inputs into the management review process; establish critical key performance indicators/metrics to monitor system health.
• Provide oversight for the development and maintenance of quality programs, systems, processes, and procedures to ensure compliance with internal and external standards.
• Support a continuous improvement culture that drives simplification and efficiency throughout the business.
• Champion quality efforts and integrate the quality system into project management, metrics, and performance review processes.
• Build cross-functional relationships to ensure end-to-end quality and manage risk.
• Cultivate relationships with existing Q&C business and governing partners; identify new partners, provide program awareness, set expectations, and influence decisions.
• Increase awareness and knowledge within the business on quality standards and expectations.
• Build collaborative relationships across diverse business and technology functions; maintain strong working relationships with internal and external collaborators.
• Consistently demonstrate AbbVie’s Ways of Working and Leadership Attributes, including an enterprise mindset and people leadership.
• Understand and execute AbbVie’s vision, goals, and strategies.

Qualifications

• Bachelor’s degree in a science-related field required; Master’s degree and pharmaceutical industry experience preferred.
• 5+ years of Quality Systems experience with leadership experience and demonstrated understanding of relevant regulations and standard operating procedures.
• Must be physically located in Lake County, Illinois, and adhere to a 3-day in-office work schedule.
• Strong organizational, strategic thinking, analytical, and reporting skills, with a deep understanding of patient services and the pharmaceutical business.
• In-depth knowledge of pharmaceutical patient centricity, customer service, and quality systems.
• Human relations and administrative skills to establish effective working relationships with team members, co-leaders, and senior leadership across Commercial, Business Technology Services, Legal, OEC, Manufacturing Operations, Global Medical Affairs, Promotions, Brand teams, and Global Patient Services.
• Sound judgment in evaluating and establishing compliance strategic plans and day-to-day situations.
• Conflict resolution skills, including persuasive management techniques.
• Excellent data creation, storytelling, PowerPoint, and analytics skills.
• Strong verbal, written, presentation, and interpersonal skills.
• Ability to communicate concepts and problems clearly to all levels of the organization, including senior leadership.
• Willingness to travel up to 15% domestically to meet with field-based Reimbursement teams and vendors.

Benefits

• Comprehensive package including paid time off (vacation, holidays, sick leave).
• Medical, dental, and vision insurance.
• 401(k) retirement plan.
• Eligibility to participate in long-term incentive programs.