Costa Rica Service Center Lead

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on X, Facebook, Instagram, YouTube, LinkedIn and Tik Tok.

The Costa Rica Service Center Lead is responsible for both definition and execution of the Costa Rica Service Center local strategy and the day-to-day leadership of call center operations in alignment with objectives for OneHUB, AbbVie’s centralized in-house customer service hub, in addition to oversight of all AbbVie Customer Service Programs in Costa Rica, and the associated business and corporate support structure of these programs. This includes full ownership of service center performance, day-to-day leadership of Complete Access operations, with direct oversight of local Advanced Access, Core Access and Savings Card (SCIT) processes (e.g., Benefits Verification, Care Coordinated Model and Patient Assistance Programs), Product Quality, Medical Information, Product Safety, and other Patient and Customer Support Programs as needed. This role additionally oversees local corporate support team, site culture and employee engagement, and the long-term viability of the Costa Rica Service Center as a strategic enterprise organization.

 

• Site Leadership and Operations

• Lead day-to-day operations of the Costa Rica Service Center supporting multiple OneHUB frontline teams (expected oversight of ~500 FTEs by 2028)
• Provide day-to-day oversight of local Complete Access operations incl. Advanced Access, Core Access and Savings Card (SCIT) processes, ensuring steady service delivery along e.g., benefits verification, and review of patient assistant program eligibility
• Provide day-to-day oversight of all other AbbVie customer service programs in Costa Rica including but not limited to Product Quality, Product Safety, Medical Information, Patient Support, Customer Support.
• Ensure consistent execution of enterprise operating standards, policies, and procedures across all teams based in Costa Rica
• Partner with OneHUB leads to support stable service delivery and local execution of global operating models

• People and culture leadership

• Provide senior site leadership for all OneHUB Costa Rica-based teams and all other AbbVie Customer Service teams, fostering strong engagement, performance, and talent development
• Build leadership capability across multiple layers of management and frontline teams
• Champion AbbVie culture, values, and ways of working within the Costa Rica affiliate

• Affiliate and enterprise partnership

• Act as the primary AbbVie representative within the Costa Rica affiliate and broader local ecosystem
• Partner with corporate support functions (HR, Facilities, IT, Finance) to ensure effective site operations
• Support execution of local site strategy aligned with OneHUB and AbbVie enterprise objectives

• Governance and Coordination

• Ensure alignment with regulatory, labor, and local compliance requirements
• Support enterprise initiatives, site growth, and capability expansion over time

Serve as a senior escalation point for site-related operational or people matters

Experience Required

• Senior leader with 10+ years of experience in near- and/or off-shored contact center operations, ideally of pharmaceutical/healthcare/life sciences organizations
• Demonstrated accountability for local affiliate strategy, team leadership, capacity planning and senior leadership engagement in multi-layered service organizations
• Familiarity with Costa Rica or LATAM delivery models (ideal)

Education Required

• Bachelor’s degree in Business Administration (or a related field required)
• Master’s degree, MBA or equivalent (preferred)

Spanish and English fluency required

https://my.abbvie.net/sites/operations/me-c/news/419718/costa-rica-article

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. 

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