Sr. Manager Customer Excellence

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 products and services in our Allergan Aesthetics portfolio.

About the role

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.

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

• Bachelor’s 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.

Benefits

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