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Program Manager, Ambassador Resource Specialist



Customer Service, Operations
Mettawa, IL, USA
Posted on Tuesday, June 11, 2024

Company Description

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 – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

Job Description

The Program Manager for Ambassador Resource Specialist, Patient Engagement team will report to the Associate Director, Ambassador Resource Specialist and Telephony Operations, and is primarily responsible for Operational oversight of the ARS Team in the areas of contact center operations and marketing. The Ambassador Resource Specialist provides support to Immunology and Oncology patients through two vendor support teams:

ARS - Providing support to patients who may no longer need a Nurse Ambassador and are further along in the journey.

Key Responsibilities Include:

  • Manage and oversee the Ambassador Resource Specialist (ARS) team, providing day to day oversight of ARS and ensuring these specialists are achieving or exceeding all operational KPI’s.

  • Accomplishes contact center human resource objectives through partnering and directing vendor(s) through recruitment and selection, orientation, and training, of new Ambassador Resource Specialist. Additionally, responsible for developing specialist performance plans, based on feedback and insights provided by the HCRS Quality Assurance team.

  • Analyze and evaluate ARS patient interactions and contact trends to develop optimization models focused on increasing patient engagement.

  • Analyze contact center volume and project future volume based on Ambassador Enrollment; Transitional Plans and develop contact center staffing requirements based on current and projected demand. Presents ARS performance results and trends to senior management.

  • Identify opportunities to improve the customer experience through call monitoring, survey analyses, or any other appropriate means.

  • Develop and monitor call center metric reporting, and act as needed to assure KPI’s are achieved. Synthesize data/insights and apply this information to program refinement and new initiatives development.

  • Based on opportunities identified through call monitoring or new brand team initiatives, develop recommendations on new scripts and call campaigns to support business initiatives.

  • ARS Marketing campaign development

  • Work with marketing partners to understand brand needs related to ARS opportunities; · Work with training resources (internal/external) to ensure ARS team members are knowledgably on HUMIRA complete and the resources available to patients.

  • Create and submit necessary materials into AbbVie's medical/regulatory approval process to get contact center talking points/call guide approved; Analyze patient contact strategy of ARS telemarketing campaigns to evaluate effectiveness and recommend changes to further achieve business objectives

Significant Work Activities -Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)


Basic Qualifications:

  • 4-year bachelor’s degree

  • Vendor Management, preferably in a customer service environment

  • At least 5 years working with and having responsibility for managing a staff (internal/external)

  • Demonstrated experience and successful outcomes in achieving the tasks outlined in the core job responsibilities.

  • At least 2 years working in consumer marketing or customer service.

  • Understanding of contact center operations and requirements related to an FDA regulated environment.

  • Demonstrated knowledge of business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources; Demonstrated ability to coordinate a cross-functional team to achieve business objective; Demonstrated ability to influence others in organizations who do not have reporting linkages.

  • Proven ability to negotiate to achieve win-win business outcomes; Ability to manage multiple projects at the same time and assure completion by due dates; Ability to clearly communicate complex and technical tasks, both written and orally.

  • Demonstrated ability to manage vendors; Demonstrated ability to manage projects and deliver results based on tight timelines; Demonstrated history of developing programs that are customer centric.

  • Ability to apply strategic thinking to the overall business, and then develop tactics that best meet the strategic initiatives.

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 this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and 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 short-term incentive programs. ​
  • 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, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.

AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion. It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.