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Senior Program Manager, Tele-Experience, US Patient Services
4 weeks ago
Job Title: Senior Program Manager, Tele-Experience, US Patient Services
Job Description:
We are seeking a highly skilled Senior Program Manager to join our US Patient Services team. The ideal candidate will have a strong background in managing customer-facing operations and be able to drive performance through practical solutions.
Key Responsibilities:
- Manage vendor partners and internal staff to achieve operational KPIs
- Develop staffing performance plans based on quality assurance monitoring and performance indicators
- Develop contact center metric reporting and take action to achieve KPIs
- Foster a customer advocacy-focused environment and maintain a well-trained staff
- Analyze patient interactions and contact trends to develop optimization models
- Direct analytics team in primary research projects
Qualifications:
- BS degree in a related area
- 5+ years of experience leading a customer success team or professional services operation
- Strong organizational skills, strategic thinking, and project management leadership skills
About AbbVie:
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.
