Product Manager - Customer Experience

Austin, TX, United States
Feb 20, 2021
Required Education
Bachelors Degree
Position Type
Full time
About AbbVie
AbbVie's mission is to discover and deliver innovative medicines 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, eye care, virology, women's health and gastroenterology, in addition to products and services across its Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at . Follow @abbvie on Twitter , Facebook , Instagram , YouTube and LinkedIn .

Position Overview

The Customer Experience Product Manager works with a team responsible for all online direct to physician product order fulfillment. This includes Cosmetic BOTOX, fillers, SkinMedica, Coolsculpting Coolcards, and BOTOX Therapeutic. This position also is responsible for partnering with Business Technology leadership to build enhancements and features focused on delivering the ultimate customer ordering experience to both external and internal customers.
  • Creates business cases and researches justification for site enhancements to clearly describe feature objectives, the potential problem the feature aims to solve, as well as estimate impact
  • Gathers and defines requirements from business owners for new enhancements
  • Creates an e-commerce vision for a smooth online customer ordering experience
  • Analyzes and gathers feedback to leverage multiple sources to make data driven decisions
  • Maintains and grooms a product enhancement backlog
  • Partners with Marketing Leadership to execute on client programs and new product launches.
  • Measures quality during execution and provides a feedback loop back to Marketing.
  • Partners with Sales leadership to grow adoption and usage of mobile ordering applications and acts as a liaison between Sales and development for new feature requests
  • Partner with Business Technology to drive innovative automated solutions increasing team productivity and decreasing costs for Sales, Marketing, Operations, and Accounts Receivable.
  • Develop and execute on world class digital customer experience KPIs
  • Partners with leadership to align customer operations department policies and systems with the company's objectives.
  • Relentlessly improve and simplify all processes through root cause analysis positively impacting customer experience in measurable terms.
  • Implement ordering processes that minimize aged Accounts Receivables and processing fees
  • This role is an individual contributor role that works closely with many teams across the business
  • Performs other related duties as assigned.

  • Minimum 3-4 years of experience working within a high-touch, customer focused B2B or B2C environment.
  • Minimum 3-4 years of experience performing data analysis and building reports using tools such as Tableau, PowerBI, SSRS, or similar
  • Proven expertise in implementing Key Performance Indicators that resulted in process improvement.
  • Proven experience simplifying processes leveraging people, process, and technology.
  • Experience partnering with IT and 3 rd party companies to implement best practices and technology.
  • Ability to lead cross functional project teams
  • Proven experience supporting sales executives and presenting updates and solutions to team.
  • Experience with marketing campaigns using email and mobile applications a plus

  • Bachelor's degree or equivalent number of years of experience.

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Job Type
Job Level Code
Equal Employment Opportunity
At AbbVie, we value bringing together individuals from diverse backgrounds to develop new and innovative solutions for patients. As an equal opportunity employer we do not discriminate on the basis of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information gender identity or expression, sexual orientation, marital status, protected veteran status, or any other legally protected characteristic.