Job Description We are seeking a dynamic and strategic Head of Customer Operations and Patient Experience to lead our Customer and Patient Services (CAPS) and Patient Experience (PEX) teams and strategically direct business operations in AbbVie ANZ. Reporting to the Director of Customer Excellence, this role will drive the development and implementation of customer and patient experience functions across all channels, in line with AbbVie’s Customer Experience principles and is critical in implementing strategic initiatives that optimise operations and elevate experiences for both internal and external stakeholders You will collaborate with cross-functional teams to achieve business objectives, oversee engagement through multiple communication channels and programs, and enhance operating efficiencies for key brands. As a people leader, you will mentor and support your teams, foster a collaborative culture, and ensure the delivery of exceptional service. KEY DUTIES AND RESPONSIBILITIES Guiding the Digital Marketing, Customer Operations and Patient Experience teams and ensuring there is team coordination and collaboration. Establish a centre for customer & patient experience service activities (excludes wholesaler customer service). Management and Strategic oversight of brands identified as in-scope of the COPEX function with particular focus on delivery outside of face-to-face channels. Ensure inbound customers can gain support via multiple channels at various times of any day. Shape and utilise technology & new developments to enable customer & patient experience for inbound services. Ensure all customer service & patient programs are governed centrally and comply with industry standards and regulations. Ensure knowledge management systems and processes are established for Customer Operations. Ensure patient support programs, product familiarisation programs, sample requests, private pay and financial assistance programs are best practice with centrally managed compliance and governance. Ensure the Customer Operations and Patient Experience team have the skills & competencies to enable their customer & patient service responsibilities Cross functional and stakeholder engagement, including vendors, with a shared customer centered mindset Establish function level measures of success and facilitate continual improvement & service enhancement by seeking feedback internally & externally Under the guidance of the corporate affairs team, effectively manage significant issues that may manifest through inbound channels. E.g., recalls, stock outs, adverse events. Oversee community pharmacy & banner group management when appropriate. Collaboration with operations team regarding wholesaler demand planning and stock management within distribution centres and pharmacies. Report any adverse event within 24 hours as per AbbVie’s policies and procedures. Proactively participate in AbbVie’s WHS programs, adhere to policies and promote a safe work environment at all times. Adhere to AbbVie’s internal codes of conduct and compliance processes. Other ad hoc duties such as administrative duties, as requested.
