Contact Center Manager

AbbVie's mission is to discover and produce innovative medicines that provide solutions for serious health problems of today while addressing the medical challenges of tomorrow. We strive to transform people's lives in several key therapeutic areas such as immunology, oncology, neuroscience, ophthalmology, virology, in addition to products and services from our Allergan Aesthetics portfolio. We are proud to be a Great Place to Work company.

General Purpose: Provide leadership, development, and oversight for customer service teams, policy servicing operations, access and reimbursement, and global complaint management. Ensure operational excellence, regulatory compliance, continuous improvement, and high standards of customer, patient, and consumer satisfaction. Collaborate cross-functionally to implement strategies that enhance experience, efficiency, and business growth for both local and global activities within highly regulated, high-impact environments.

Key Responsibilities:

• Lead and develop multidisciplinary teams in customer service, operations, access/reimbursement, and complaint management, fostering a high-performance and continuous improvement culture.
• Supervise customer support, policy servicing, call/contact centers, and complaint management operations, ensuring SLA, KPIs, and regulatory/global standards are met.
• Implement customer/user experience strategies, continuous improvement initiatives, and technological solutions to optimize processes and outcomes.
• Facilitate data management, performance metrics analysis, reporting, and compliance/audit processes.
• Develop and execute operational business plans, access/reimbursement strategies, and training programs for internal and external teams.
• Manage stakeholder relationships, including commercial teams, vendors, technical areas, strategic partners, and regulators across different countries.
• Ensure accurate documentation, investigation, and reporting of complaints/adverse events, and communicate with internal/external customers—including drafting formal responses in line with regulatory standards (e.g., FDA, GMP).
• Promote innovation, digital tool adoption, automation, and transformation initiatives aligned with business needs and industry trends.
• Educate and support teams, clients, and customers in administrative, technical, and regulatory processes.
• Drive initiatives related to inclusion, diversity, wellbeing, and talent development within the organization.

• Bachelor’s degree in business, health, engineering, or related fields. Master’s/MBA and certifications in service, process, or project management are desirable.
• 6+ years of experience leading teams in customer service, operations, access, or complaints—preferably in regulated industries such as pharmaceuticals, healthcare, insurance, or international contact centers.
• Experience managing budgets, performance metrics, data analysis, and continuous improvement (Six Sigma, Lean, etc.).
• Strong knowledge of local and international regulatory standards (FDA, GMP, ISO, etc.) and quality compliance processes.
• Advanced user knowledge of CRM, ERP, Microsoft Office, and digital management/contact tools.
• Expertise in access, reimbursement, policy, claims/complaint resolution, and multi-country/multichannel support.
• Strong leadership, negotiation, stakeholder management, and effective communication skills (verbal/written) in advanced English (B2+/C1); additional languages preferred.
• Critical thinking, complex problem solving, change management, and talent development skills.
• Growth mindset, empathy, innovation, results orientation, and dedication to service excellence.

At AbbVie, we are committed to cultivating a workplace culture that promotes inclusion, diversity, and personal growth. We recognize that our collective success is based on the individual well-being of our employees, which is why we have designed a benefits package that considers every aspect of their lives.

• Enhanced Health and Wellness Coverage: Our administrative staff enjoys comprehensive medical and dental insurance, ensuring peace of mind for you and your loved ones.
• Extended Vacation: We believe in the balance between work and personal life for our administrative team. That’s why we offer additional vacation days, beyond legal requirements.
• Flexible Hybrid Work Model: For eligible positions within our administrative staff, we have adopted a hybrid work scheme allowing the convenience of working from home two days a week.
• Life Insurance: Secure your family’s future with our life insurance policy.  
• Employee Assistance Program (EAP): Access professional support with our comprehensive EAP, offering psychological, legal, and financial counseling.
• On-Site Health Services: Benefit from the convenience of having a company doctor and physical therapy services, demonstrating our commitment to your health and well-being.
• Community and Social Engagement: Make a difference with a paid volunteer day, allowing you to contribute to the community during company working hours.
• Special Leave Benefits: Celebrate your life achievements with extra leave days for marriage and enjoy your birthday with a day off.
• Employee Stock Purchase Plan: Participate in our company's success by purchasing shares at a special price exclusive to employees.
• Meal & Transportation Allowance.
• Solidary Association: Join a community focused on mutual help and enjoy the benefits that come with being a member.

 

AbbVie is an equal opportunity employer and is committed to operating with integrity, driving innovation, transforming lives and serving our community.  Equal Opportunity Employer/Veterans/Disabled. 

US & Puerto Rico only - to learn more, visit https://www.abbvie.com/join-us/equal-employment-opportunity-employer.html

US & Puerto Rico applicants seeking a reasonable accommodation, click here to learn more:

https://www.abbvie.com/join-us/reasonable-accommodations.html