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About AbbVie

AbbVie (NYSE:ABBV) is a global, research-driven biopharmaceutical company committed to developing innovative advanced therapies for some of the world’s most complex and critical conditions. The company’s mission is to use its expertise, dedicated people and unique approach to innovation to markedly improve treatments across four primary therapeutic areas: immunology, oncology, virology and neuroscience. In more than 75 countries, AbbVie employees are working every day to advance health solutions for people around the world.  For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook or LinkedIn.​

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Manager, Patient Services Quality Systems

1908069 Requisition #
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The Manager of Quality Systems reports into the Associate Director of Quality Systems, Enterprise Excellence for US Patient Services (Team X-Factor). This role is responsible for supporting development of Quality strategies, methodologies and roadmap to drive process improvements to provide a superior experience for both internal and external partners for patient services for all brands. This role is also responsible to maintain a culture of excellence to ensure a superior experience for partners and patients that will deliver desired outcomes and enable timely, informed decisions. Does this align with your career path? Apply today!

Major Responsibilities:

  • Enhance customer experience quality to support patient satisfaction, to maintain and improve, escalation tool and process, role-based QM, and compliant management.
  • Support improvements to documentation standards with a documentation center and documentation retention, change control processes, standard operating procedures and a role-based journey map tool
  • Ensure all reporting requirements are met and recommend additional relative metrics. Create management review and metrics through program health checks, evidence-based decision making, establishing critical success factors and key performance indicators, efficiency and waste management, and training effectiveness.
  • Support continuous process improvement through process mapping, risk-based process controls, corrective and preventive actions (CAPA), Six Sigma and Lean Six Sigma, and a suggestion box. Ability to perform investigations, root cause analysis, CAPA and gap assessments.
  • Provides support to internal functions in the application, maintenance and improvement of quality systems, procedures and department specific processes. Makes contributions to identifying overall process and/or technology improvements. Support a continuous improvement effort that results in business simplification and gained efficiencies throughout the business. Operate as a key leader in our quality efforts and be the champion of establishing the environment of continuous improvement. Work to integrate the quality system into all that we do, including project management, metrics and performance review process.
  • Partner Management: Build cross-functional relationships to ensure end to end quality and manage risk. Responsible for engaging existing Enterprise Excellence partners, identifying new partners, providing awareness to key programs, set expectations, influence decisions, and maintain good relationships. Increase awareness and knowledge within the business on quality standards and expectations.
  • Resource Management: Responsible for making contributions to the continuous improvement of resource management strategy and organizational structure.
  • Liaison and Relationship Building: Builds collaborative relationships and effectively interacts frequently with business and/or technology leadership Interactions focus on top priority projects and influencing strategic decisions. Interacts well with diverse groups across business and technology functions and maintains strong working relationships with internal and external collaborators.
  • Culture: Consistently demonstrate Abbvie's Ways of Working and Leadership Attributes including an enterprise mindset and people leadership. Understand and execute AbbVie's vision, goals and strategies. This role has responsibility for the performance and results strategically important functions.

  • Position requires BS degree in a science related area. Master’s degree and work experience in the pharmaceutical industry preferred.
  • 5+ years of Quality Systems experience with some leadership experience and a demonstrated understanding of relevant regulations and standard operating procedures.
  • This role requires strong organizational, critical thinking, analytical and reporting skills, and strong understanding of the patient services and pharmaceutical business.
  • Requires an in-depth understanding of the pharmaceutical patient centricity, customer service oriented, and quality systems.
  • The position requires human relations and administrative skills necessary to establish and maintain effective working relationships with team members, co-leaders and senior leadership in Commercial, Business Technology Services, Legal, OEC, Manufacturing Operations, Global Medical Affairs, Promotions, Brand teams, and Global Patient Services.
  • The individual must possess sound judgment in evaluating and establishing compliance strategic plans as well as in day-to-day situations.
  • Conflict resolution skills including persuasive management techniques required.
  • Excellent verbal, written, presentation and interpersonal skills required. Ability to communicate concepts and problems in terms that are understandable to all levels of the organization, including senior leadership.
  • Demonstrated knowledge of CAPA model and Six Sigma practice.
  • Quality certifications preferred: CAPA, ASQ, Six Sigma, Audit

Key Partners:

Legal, OEC, CA&O (commercial compliance/MABI, training), BTS, PV, Brand teams, Purchasing, Corporate Audit, Global Patient Services, Manufacturing Operations, Regulatory, Promo, GMA

Equal Employment Opportunity Employer

At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients.  As an equal opportunity employer we do not discriminate on the basis 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, protected veteran status, or any other legally protected characteristic.

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