Contact Center Manager

About the role

AbbVie is seeking a Contact Center Manager to lead and develop multidisciplinary teams that deliver exceptional customer service, policy servicing, access/reimbursement, and global complaint management. The role ensures operational excellence, regulatory compliance, and continuous improvement across highly regulated environments.

Key responsibilities

• Lead and develop teams in customer service, operations, access/reimbursement, and complaint management.
• Supervise call/contact centers, ensuring SLA, KPI, and regulatory standards are met.
• Implement customer experience strategies, continuous‑improvement initiatives, and technology solutions.
• Facilitate data management, performance metrics analysis, reporting, and audit processes.
• Develop operational business plans, access/reimbursement strategies, and training programs.
• Manage stakeholder relationships with commercial teams, vendors, strategic partners, and regulators across multiple countries.
• Oversee accurate documentation, investigation, and reporting of complaints and adverse events in line with FDA, GMP, and other regulatory standards.
• Promote digital tool adoption, automation, and transformation initiatives.
• Drive inclusion, diversity, wellbeing, and talent development initiatives.

Required profile

• Bachelor’s degree in business, health, engineering, or related field (Master’s/MBA desirable).
• 6+ years of experience leading customer service, operations, access, or complaints teams, preferably in regulated industries such as pharmaceuticals or healthcare.
• Proven experience managing budgets, performance metrics, and continuous‑improvement programs.
• Strong knowledge of regulatory requirements (e.g., FDA, GMP).

Required skills

• Six Sigma
• Lean methodology
• Data analysis