The Associate Director, Patient Engagement is the strategic owner of AbbVie’s patient engagement platform capability — encompassing large-scale vendor partnerships, platform modernization, and cross-functional collaboration on business process and operational systems. This role defines how patients experience support across the care journey, from initial access through ongoing engagement, and ensures the platforms that power that experience are scalable, compliant, and continuously improving. Success means building a best-in-class patient engagement capability that is ahead of brand and operational needs, trusted by senior partners, and executed through strong vendor and technology stakeholder relationships, disciplined governance, and a highperforming team.
Key Responsibilities
Platform Strategy & Modernization
- Own the multi-year patient engagement platform strategy across all therapeutic areas and patient support programs
- Lead the migration of a large-scale patient engagement platform from an external vendor environment to an internal AbbVie-hosted model; managing timeline, risk, scope, and business readiness end-to-end
- Define and evolve platform governance frameworks, operating standards, and roadmap investment priorities that scale across the portfolio
- Drive an innovative mindset toward digital engagement, continuously evaluating emerging technologies and solutions appropriate for a regulated patient services environment
Vendor & Budget Accountability
- Serve as primary executive owner of a large-scale strategic vendor relationship —managing contractual obligations, SLAs, QBRs, and partner accountability
- Own platform budget planning, including multi-year investment decisions, cost optimization opportunities, and ROI tracking
- Establish and monitor system KPIs and performance metrics benchmarked against SLAs, ensuring vendor delivery meets quality and compliance standards - Build strong, open partnerships with strategic vendors grounded in shared expectations, transparent communication, and mutual accountability
Business Process & Operational Collaboration
- Partner with the Telephony Platform Owner on cross-platform integration strategy, ensuring patient engagement systems and call center operations function as a seamless, connected experience
- Participate in operational sessions to surface platform dependencies, align priorities, and resolve cross-functional friction points between patient engagement, intake, and telephony capabilities
Enterprise Collaboration & Stakeholder Alignment
- Lead senior-level relationships across Marketing, BTS, Legal, Compliance, Patient Engagement, Access & Reimbursement, and Enterprise Strategy
- Translate complex business requirements and platform interdependencies into clear strategic narratives for VP-level and above stakeholders
- Represent Patient Engagement platforms in enterprise-wide initiatives; including new product launches, system integrations, and enterprise compliance programs -
- Establish and maintain consistent communication cadences (QBRs, status updates, leadership dashboards) that keep all partners aligned on progress, priorities, and risk
Team & Capability Leadership
- Lead, develop, and retain a high-performing team; prioritize team workloads and conduct impact assessments to ensure efforts deliver intended value
- Proactively identify risks and architect mitigation strategies that remove barriers and drive program progression
- Build a culture of accountability, agile execution, user-centric design, and continuous improvement - Champion change management, bringing stakeholders along through platform transitions and new ways of working