Associate Director, Web Process & Operating Models

Lake County, Illinois
Jan 21, 2022
Required Education
Masters Degree/MBA
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.

The Associate Director, Consumer and HCP Web Process & Operating Model Lead is a key cross-functional member of the Web & Social Channel team responsible for leading website projects on AbbVie’s Digital Marketing Platform (ADMP).  This role has responsibility for leading website processes and operating models.  This role will Define, Implement and Operationalize ongoing improvements and expanding the models in place from 1 to multiple.  These improvements include but are not limited to adopting Agile methodologies, identifying improved team ways of working, realigning outsourced vs insourced work effort, establishing improvements to minimize hand offs or streamline via better technology and process set up.  The primary objective to be achieved is significant improvement in time to market, project cost and business impact for HCP and Consumer web initiatives across the commercial enterprise.


As a member of the Commercial Analytics & Operations (CA&O) organization supporting our brand franchises, the AD, Consumer and HCP Web Process & Operating Model lead is responsible for supporting multiple stakeholders and coordinating across a large matrixed organization of stakeholders including: Marketing, IT, AORs & Agency partners and Analytics and Marketing Operations stakeholders.  This role will lead and manage both strategic and tactical execution of the website processes and improvements through its entire life cycle in order to generate cost and time savings in website projects.


Primary responsibilities of this role:


    • Define and delivery significant web process improvements to reduce the cost and time to develop and launch web initiatives.
    • Align improvements that take into account multiple types of web initiatives: ranging from Complex to Simple and ensure successful achievement for higher velocity of content developed for website tactics
    • Account for platform or other related technology needs beyond current core platforms in place for Web that need to be established or introduced to achieve the benefits and allow for streamlined and efficient operations in the new model
    • Test and learn to adopt and modify over time key enhancements to process
    • Manage the Content authoring agency resources and identify the appropriate mix of internal and external support
    • Account for resource implications in the shift – making key recommendations as to where insourced vs outsources resources can assist with the speed and cost reduction – including where “hands on keyboard” internally can drive greater achievement of the end objective.
    • Identify and map different Models needed for Website processes – taking into account different operating groups and development methodologies and processes
    • Identify where existing processes need to remain, change or discontinue
    • Identify where technical work occurs and advise on recommendations where work should shift further to business managed support
    • Measure the resulting from - to impact including lowered cost of like for like projects, savings in time to launch, increase in content supported and other key measures that are critical to determine success of the transformation
    • Manage the overall Communications, Process Materials and Change Management needs – to ensure that role-based implications are understood and that new processes are rolled out and adopted by teams and agencies
    • Implement changes across the organization in an efficient, way that doesn’t impact key business priorities – sequence the rollout to account for key priorities


This role is accountable for bringing expertise and leadership support to advance the Digital Transformation key priorities and drive velocity and efficiency improvements to the organization and doing so with full coordination and alignment across multiple internal and external stakeholders in place today.


Additional key Responsibilities Include:  

  • Define and support platform enhancements and foundational changes that support the strategy and direction of new operating models.
  • Understand the existing web product development business processes and marketing driven input from concept through to implementation.
  • Ensure familiarity and understanding of the Adobe Experience Cloud suite – including AEM, Target, Analytics and AAM/AEP.
  • Familiarity with process management tools including but not limited to: MS Project, Smartsheet, Jira, etc.
  • Ensure familiarity with best practice design principles including Mobile First design
  • Understand the release process and have familiarize with the prioritization processes and process for new products or enhancements and which require development team support or backend data/API updates
  • Enable new processes that create efficiency and agility and guide marketers and agencies in new ways of working
  • Collaborate effectively in a matrixed environment with Brand Marketing, Creative/CRM/Digital agencies, Media, Market Research, Analytics, Business Technology Solutions (BTS), Sales Operations, and Medical/Regulatory/Legal integrated business partners.
  • Partner closely with Marketing Operations and including Medical/Regulatory/Legal/Privacy partners to educate, lead and help AbbVie anticipate and balance organizational needs. 
  • Troubleshoot roadblocks and identify creative and compliant solutions to facilitate forward motion of new initiatives.
  • Guide creative agencies and support from change management perspective to identify where ways of working and processes need to change.



  • Ability to work and lead independent initiatives without day-to-day supervision
  • Able to prioritize & gracefully manage competing priorities to ensure deadlines are met.
  • Collaborative nature and ability to influence and guide cross-functional stakeholders.
  • Exceptional functional knowledge and expertise on digital marketing platforms.
    • e.g. Adobe Marketing Cloud, DMP systems, brand websites
  • Acumen for how digital agencies operate: scope of work process/mgmt., timelines
  • Inquisitive, strong analytical skills, including the ability to infer and apply learnings.
  • Excellent verbal and written communication skills.
  • Attention to detail and follow-through on execution.
  • Strong project management abilities and critical work tool experience.
    • e.g. Excel, Visio, MS Project, PowerPoint, Smartsheet

Key AbbVie Leadership Competencies:

  • Positive “all for one” approach to team deliverables and priorities.
  • Builds strong relationships to enable higher performance.
  • Learns fast, grasps the “essence” and can change course quickly where indicated.
  • Raises the bar and is never satisfied with the status quo.
  • Creates a learning environment and open to suggestions.
  • Embraces the ideas of others, nurtures innovation and manages innovation to reality.
  • Demonstrate a “servant-leader” approach while bringing deep subject matter expertise

  • Requires a minimum of 10+ years of progressively increasing responsibility in a product management or equivalent role managing large, complex, direct response website(s)
  • Proven track record of launching successful web or mobile products
  • Understanding of software testing methodologies and software development life cycle process
  • In-depth knowledge of the product development and evaluation process.  Exposure to Agile development a must.
  • Experience developing business use cases and strategic planning
  • Understanding of A/B and Multi-variate test design and execution, and analytical tools
  • Comprehensive experience with UX design, customer research, and user experience best practices – including the creation of detailed, annotated wireframes
  • Knowledge of current web and mobile technologies, and familiarity with how the digital ecosystem is evolving
  • In depth knowledge and experience with commercial enterprise Content Management Systems (CMS) such as: Adobe Experience Cloud, SDL Tridion, Opentext, Oracle and Sitecore.
  • Experience implementing SEO best practices
  • Knowledge of site analytics tools such as Adobe Analytics and/or Google Analytics
  • Requires strong collaboration and interpersonal skills to be effective managing through a highly matrixed organization
  • Skills required include business acumen, organizational assessment, creativity, interpersonal skills, and quantitative analytical abilities.
  • Outstanding communicator and comfortable interacting with a diverse group of technical and non-technical people
  • Results-oriented, self-starter with passion for user experience, technology and the internet
  • A strategic mindset that allows you to prioritize projects, launches, and features, and balance immediate requirements with a long-term vision
  • Must have experience with personalization, 1:1 approaches/data capture techniques (ie. email, addressable media, dynamic web), application of legal/privacy terms & conditions.

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.