Purpose:
Provides oversight for OneHUB vendors who support AbbVie's Access and Affordability programs, engaging closely across OneHUB and AbbVie Patient Services. Responsible for performance management, operational excellence, and continuous improvement across multiple hub partners.
Manages day-to-day vendor oversight – including ensuring all vendors meet or exceed service level agreements (SLAs), quality standards, compliance requirements, and evolving business needs. Catalogs SLAs and metrics across vendors to identify opportunities for standardization.
Partners closely with AbbVie Patient Services and brand stakeholders to translate strategic priorities into operational execution. Proactively identifies cross-vendor performance enhancement opportunities to optimize patient experience, efficiency, and overall program effectiveness.
Operates with strong business acumen and disciplined governance to ensure operational rigor, financial stewardship, and sustainable performance.
Participates in the RFP process, contract redlining, contract negotiation and pricing discussions. Brings analytical skills to evaluate proposals and create pricing simulations that meet business objectives.
Act as the program manager to create blueprint of external partnership vertical including cataloging current vendors, contracts, and renewal cycles. Assist in creating ways of working in partnership with stakeholders and establish a governance model.
Serves as a cross-functional program management leader, driving multiple concurrent vendor and patient services initiatives from planning through execution, ensuring on-time delivery, budget adherence, and clear stakeholder communication throughout the project lifecycle.
Responsibilities:
Vendor Governance & Performance Oversight
• Oversee hub vendor performance across multiple partners.
• Ensure adherence to contractual obligations, SLAs, KPIs, quality standards, and compliance requirements.
• Support the development and maintenance of governance frameworks, reporting structures, and performance review cadence.
• Conducts business reviews with external hub vendors.
• Identify performance gaps and direct corrective action plans with clear accountability and measurable outcomes.
• Participate in defining scope of RFPs and work with category management to translate requirements and drive the RFP process.
• Assist in creating guidance for RFP scoring, preparation for orals, and organizing vendor site visits.
• Lead cross-functional leadership efforts to align internal teams (Patient Services, Brand, IT, Compliance) around shared vendor performance goals and program milestones.
• Drive issues to closure by tracking open action items, escalating blockers, and ensuring accountability across vendor and internal stakeholder teams.
Financial & Risk Oversight
• Monitor vendor financial performance and resource utilization.
• Maintain budget and financial schedule tracking for vendor programs, monitoring spend against planned budgets and flagging variances for timely resolution.
• Identify operational, compliance, and performance risks; implement mitigation strategies.
• Apply structured risk mitigation planning to proactively surface, assess, and address vendor operational and compliance risks before they impact patient services.
• Ensure adherence to regulatory and quality standards within patient support operations.
• Conduct analysis of existing vendor programs to identify opportunities and economies of scale that translate into financial savings.
• Analyze RFP pricing and create price simulations for contract negotiations.
Business Partnership
• Partner closely with AbbVie Patient Services to understand evolving strategy, patient support models, and brand needs.
• Translate strategic shifts (e.g., new product launches, lifecycle changes, access model updates) into operational direction for vendors.
• Provide regular performance updates, risk assessments, and strategic recommendations to internal stakeholders.
• Manage and maintain consistent stakeholder communication through structured reporting, status updates, and executive-level briefings to ensure alignment across all program workstreams.
• Ensure vendor capabilities and resource models scale appropriately to meet changing business demands.
• Foster a culture of ownership, proactive problem-solving, and continuous improvement.
• Create clear ways of working with internal stakeholders.
Cross-Vendor Optimization & Continuous Improvement
• Proactively identify opportunities to enhance performance, improve efficiency, and standardize best practices across vendors.
• Leverage data and insights to compare performance trends and identify scalable improvement opportunities.
• Guide vendors on implementation of process enhancements, staffing adjustments, workflow redesign, or technology optimization.
• Drive root cause analysis and mitigation planning for systemic or recurring issues.
• Apply project planning discipline to vendor improvement initiatives, defining scope, timelines, owners, and success metrics before implementation.
Team Leadership & Development
• Lead and develop a team responsible for external vendor relationship management and performance monitoring.
• Set clear priorities, accountability standards, and performance expectations.
• Coach team members to elevate vendor management capabilities, analytical rigor, and operational effectiveness.
Program Management
• Possess deep analytical skills to be able to synthesize a large set of vendor data and be able to extract meaningful insights.
• Manage multiple concurrent projects across the vendor portfolio, maintaining clear project plans, milestones, and resource assignments to ensure on-time and in-scope delivery.
• Ability to handle multiple competing projects, organize work clearly and create artifacts that define the scope, scale and value of projects to internal and external stakeholders.
• Develop and maintain program schedules and financial tracking tools to monitor progress against plan, budget spend, and resource utilization across all vendor workstreams.
• Create repositories of vendors and contracts along with their SLAs, metrics, quality and training targets.
• Assist in creating a program roadmap for external partnerships that includes quarterly objectives..