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.

Responsibilities

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.

Qualifications

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.

Additional Information

Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law:

The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.
We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.
This job is eligible to participate in our long-term incentive programs.

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.

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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