Lead and develop an IT team supporting Contact Center and Order-to-Cash operations, commercial systems, and process enablement.
Serve as the primary BTS partner to Customer Operations stakeholders, including product owners, process leaders, affiliates, and customer excellence teams.
Translate operational and business needs into scalable technology solutions and a prioritized delivery portfolio aligned to business outcomes.
Provide technology leadership for key Contact Center and commercial capabilities, including telephony, CCaaS, CRM, sales and case management, financial workflows, and site management.
Partner with shared services teams to plan and deliver roadmaps for SAP ERP, Salesforce, and other Order-to-Cash platforms.
Drive cross-functional execution to deliver projects on time and within budget, while managing dependencies, risks, and escalation paths.
Lead production support and major incident management, ensuring timely engagement of the right teams and clear communication to stakeholders.
Ensure reliability, performance, and security by following AbbVie policies and standards and implementing proactive system health measures.
Oversee compliant delivery and lifecycle management of commercial systems, including CCaaS, CRM, Order-to-Cash, consignment inventory, and learning platforms.
Maintain audit readiness through strong documentation, evidence management, and remediation tracking.
Promote best practices and innovative technologies that simplify workflows, improve user experience, strengthen data integrity, automate tasks, and elevate service quality in customer contact center operations.
Hire, train, coach, and develop IT team members; conduct performance reviews and create a learning environment that enables employees to reach their full potential.
Required:
Bachelor's degree with 9 years of experience; Master's degree with 8 years of experience; or PhD with 4 years of experience.
4+ years of experience in project management, business systems analysis, software development, or deployment.
Broad expertise in contact center technologies, including telephony, NICE, Five9, IVR, call routing, workflow management, and workforce management.
Experience with Salesforce Sales and Service, SAP, and analytics/reporting tools such as Power BI and ThoughtSpot.
Strong ability to work effectively across business and Information Technology teams.
Excellent oral and written communication skills, presentation skills, and interpersonal skills, with experience presenting to key project stakeholders.
Strong analytical skills combined with extensive project management experience.
Experience with DevOps and CI/CD tools, Jira, waterfall methodologies, GxP validation, and SLC processes.
Experience managing vendors and third-party partners.
Experience managing onshore, offshore, and nearshore contract resources, including contract negotiation in a multi-vendor environment.
Demonstrated strategic thinking, leadership, and ability to influence executive stakeholders.
Self-starter who is comfortable with ambiguity and capable of initiating and driving projects with minimal oversight.
Preferred:
Knowledge of the pharmaceutical commercial business and the ability to apply that knowledge to accelerate agile, impactful, and cost-effective solutions.
Bachelor's degree in Business, Computer Science, or a related discipline.
Understanding of regulated systems, validation protocols, system lifecycle management, and documentation requirements in a pharmaceutical environment.
Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:
We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 40
Benefits
Health insuranceDental insuranceVision insurancePaid time off
Additional Information
At AbbVie, we are committed to helping people live healthier lives by advancing innovative solutions that make a meaningful impact. As an Associate Director, IT Commercial Aesthetics Customer Operations, you will lead technology enablement for Customer Operations within the Aesthetics business, partnering closely with commercial, operational, and technology teams to deliver scalable, secure, and compliant solutions.
In this role, you will oversee a team supporting Contact Center and Order-to-Cash operations, commercial systems, and process enablement. You will serve as a strategic technology partner to business stakeholders and help shape the roadmap for systems and capabilities that improve customer experience, operational efficiency, and business performance.
Abbvie · Austin, TX