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Allergan Product Manager - Customer Experience in Austin, Texas

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 www.abbvie.com . Follow @abbvie on Twitter at https://twitter.com/abbvie , Facebook at https://www.facebook.com/AbbVieGlobal , Instagram , YouTube at https://www.youtube.com/user/AbbVie and LinkedIn at https://www.linkedin.com/company/abbvie .

Job Description

Envision working with energetic colleagues and inspirational leaders. Now, place yourself in that mix; leading discussions, asking the right questions and driving results. All while wearing jeans to work!

CustomerExperience Product Manager

WHAT YOUR NEW MANAGER WANTS YOU TO KNOW:

“I'm looking for someone who is passionate about datadriven decision making and having an impact. This is a position for an individualwho is energized by the quest of picking the five most impactful items toimplement out of more than a hundred possible choices. To be successful, youwill need to have a robust desire for collecting, analyzing, and collaboratingwith stakeholders across the organization. This is a role for someone lookingto build an amazing career growing and supporting Allergan Aesthetics growingbusiness.”

Sincerely, Associate Director –Digital Order Management

YOU ARE more than just a title, YOU ARE…

  • A Communicative and OptimisticContributor. You will work with a team responsible for all online direct tophysician product order fulfillment. This includes BOTOX, fillers, SkinMedica,Coolsculpting, Coolcards and BOTOX Therapeutic.

  • A Customer- Centric Worker. Youare also responsible for partnering with Business Technology leadership tobuild enhancements and features focused on delivering the ultimate customerordering experience to both external and internal customers.

YOU WILL:

  • Manage business cases from creationto completion. Creates business cases andresearches justification for site enhancements to clearly describe featureobjectives, the potential problem the feature aims to solve, as well asestimate impact

  • Ensures positive customerexperience. Gathers and definesrequirements from business owners for new enhancements. Creates ane-commerce vision for a smooth online customer ordering experience

  • Leverage Feedback for decision. Analyzes and gathers feedback to leverage multiplesources to make data driven decisions. Maintains and grooms a productenhancement backlog

  • Partners with MarketingLeadership to execute on client programsand new product launches.

  • Measures quality during execution and provides a feedback loop back toMarketing.

  • Partners with Sales leadership to grow adoption and usage of mobile orderingapplications and acts as a liaison between Sales and development for newfeature requests

  • Partner with BusinessTechnology to drive innovative automatedsolutions increasing team productivity and decreasing costs for Sales,Marketing, Operations, and Accounts Receivable.

  • Manage KPI’s. Develop and execute on world class digital customerexperience KPIs

  • Partners with leadership to align customer operations department policies andsystems with the company's objectives.

  • Relentlessly improve andsimplify all processes throughroot cause analysis positively impacting customer experience in measurableterms.

  • Implement ordering processes that minimize aged Accounts Receivables and processingfees

Qualifications

YOU BRING:

  • Minimum 3-4 years of experienceworking within a high-touch, customer focused B2B or B2Cenvironment.

  • Minimum 3-4 years of experienceperforming data analysis and building reports using tools such as Tableau,PowerBI, SSRS, or similar

  • Proven expertise inimplementing Key Performance Indicators that resulted in processimprovement.

  • Proven experience simplifyingprocesses leveraging people, process, and technology.

  • Experience partnering with ITand 3 rd party companies to implement best practices andtechnology.

  • Ability to lead crossfunctional project teams

  • Proven experience supportingsales executives and presenting updates and solutions to team.

  • Experience with marketingcampaigns using email and mobile applications a plus

  • Bachelor’s degree or equivalentnumber of years of experience.

LEADERSHIP SKILLS:

For this role, we’re looking for a leader whois:

  • Excellence Focused

  • Optimistic

  • Open and Authentic

A Talent Magnet: The best leaders are brand ambassadors and have an eye out for great talent to join our family. All Allergan colleagues are an extension of our recruiting team, building bridges for the best people to grow our company.

#LI-KJ1

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.

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