Senior Director, Patient Engagement Platform

AbbVie; Mettawa (IL); On-site; USD 142,000 - 269,000; Full time

Job summary

AbbVie in the United States is seeking an Associate Director, Patient Engagement to own AbbVie's patient engagement platform capability across therapeutic areas, guiding vendor partnerships, platform modernization, and governance.

You will lead cross-functional teams, drive regulatory-compliant digital patient services, and manage multi-year investments while ensuring scalable, high-quality patient experiences.

Qualifications

• B.A./B.S. in Business, Communications, Marketing, or related field.
• 8+ years of professional experience in pharma or patient services; 3+ years in a leadership role.
• Deep expertise in patient engagement, hub operations, or related patient services functions (access & reimbursement, nursing services, specialty pharmacy).
• Proven experience managing large-scale vendor relationships and platform budgets in a regulated healthcare environment.
• Demonstrated success leading platform migrations or large-scale technology transitions — from requirements through go-live and operational handoff.
• Working knowledge of Salesforce Health Cloud or Life Sciences Cloud strongly preferred.

Responsibilities

• Own multi-year patient engagement platform strategy across all therapeutic areas and patient support programs.
• Lead migration of a large-scale patient engagement platform from external to internal AbbVie-hosted model; manage timeline, risk, scope, and readiness.
• Define and evolve platform governance frameworks, operating standards, and roadmap investment priorities.
• Drive innovative digital engagement, evaluating emerging technologies for a regulated patient services environment.
• Serve as executive owner of a large-scale vendor relationship—managing contracts, SLAs, QBRs, and partner accountability.
• Own platform budget planning, including multi-year investments and ROI tracking.
• Establish and monitor system KPIs and performance metrics benchmarked against SLAs; build partnerships with strategic vendors.
• Partner with cross-functional teams to ensure seamless integration with call center operations and patient intake.
• Lead senior-level relationships across Marketing, BTS, Legal, Compliance, Patient Engagement, Access & Reimbursement, and Enterprise Strategy.
• Translate complex requirements into strategic narratives for VP-level stakeholders.

Skills

Strategic leadership

Vendor management

Executive communication

Agile execution

Stakeholder influence

Data interpretation

Education

B.A./B.S. in Business, Communications, Marketing, or related field

Tools

Salesforce Health Cloud

Five9 telephony

Job description

AbbVie in the United States is seeking an Associate Director, Patient Engagement to own AbbVie's patient engagement platform capability across therapeutic areas, guiding vendor partnerships, platform modernization, and governance.

You will lead cross-functional teams, drive regulatory-compliant digital patient services, and manage multi-year investments while ensuring scalable, high-quality patient experiences.