Director, Global Patient Support

Lake County, Illinois
Jul 09, 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.

  • AbbVie’s Patient Experience organization has global impact over 45 countries around the world and is organized into three distinct and equally important pillars across all therapeutic areas: 1) Patient Experience Capability – responsible for elevating AbbVie’s Patient Centricity and our commitment to see-feel-live the Patient in everything that we do. 2) Patient Support Program – responsible for building best in class Patient Support Programs for all Patients using AbbVie therapies. 3) Patient Digital & Data Programs – responsible for building and launching a Global Patient Ecosystem that includes PSP CRM, Patient MCM and Patient Data capabilities.
  • This role, Director, Global Patient Support, will develop and lead the Patient Support organization, this organization will focus on developing and building an exceptional Patient Experience for all Patients on AbbVie Brands Globally and will be directly responsible for AbbVie’s Global Patient Support Program, AbbVie Care.
  • This position will report to the Global Director, Head of Exceptional Patient Experience, within AbbVie’s’ Global Customer Excellence organization, and will be required to work closely with multiple stakeholders across a matrix organization globally and across affiliates.
  • This role will provide positive leadership and productive influence across, and around the Patient Experience Organization
  • This successful candidate must leverage data and analytics to provide a strategic mind-set in all aspects of running the Patient Support component of the business and effectively orchestrate work across internal teams and external partners.


Major Responsibilities:

  • Provide overarching leadership and direction for the Patient Support vision, strategies, plans and resource investment across Immunology, Specialty, and Oncology global brand teams.
  • Lead an effective partnership and ensure alignment with the Immunology, Specialty, and Oncology Global Brand teams as well as Area and Affiliate brand and Patient Experience teams.
  • This candidate will function as the Global Patient Support voice at PSP enterprise and brand team meetings.  Responsible for aligning cross-functional teams around a clear launch vision and purpose while developing and motivating their direct reports to successfully achieve individual and organizational objectives.
  • Lead patient support brand positioning and message development across stakeholders for new and enhanced patient services support models. 
  • Direct the ongoing management and development of the Patient Support Programs (PSP) brand standards and portfolio style guides.
  • Collaborate with internal marketing business insights team to develop the patient treatment experience and initiate ongoing insight work that drives innovation for product specific patient support and health care professional resource recommendations.
  • Direct the annual Patient Support strategic and tactical plan across all priority brands
  • Lead new opportunities to translate patient unmet needs into new service strategy recommendations.
  • Work cross functionally with data, product, technology, agencies, and in-field teams to understand stakeholder needs to improve the intelligence available for relevant, personalized, real-time support for patient.
  • Infuse AbbVie Ways of Working and Talent Philosophy in day-to-day leadership, line management and management of the business.



  • Bachelor’s Degree required – MBA preferred
  • 10+ years of Pharmaceutical industry Experience, 5+ years in Patient Experience or related experience
  • Experience in leading the strategic and tactical planning function in a team environment, including strategy formulation, competitive and customer analysis, tactical program development, budget formulation & management, and proven strategy execution skills.
  • Strong analytical skills with the ability to draw insights that drive the business forward
  • Excellent verbal and written communication skills
  • Established track record of leading, coaching, and developing high-performing marketing teams
  • Experience managing creative, digital and data agencies

Significant Work Activities
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)
Yes, 25 % of the Time
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.