Associate Director, External HUB Programs

Purpose:
Provides oversight for OneHUB External Hub vendors who support AbbVie’s Access and Affordability programs, engaging closely across OneHUB and AbbVie Patient Services. Responsible for performance management, operational excellence, and continuous improvement across multiple external hub partners.
Manages day-to-day vendor oversight – including ensuring all vendors meet or exceed service level agreements (SLAs), quality standards, compliance requirements, and evolving business needs.
Partners closely with AbbVie Patient Services and brand stakeholders to translate strategic priorities into operational execution. Proactively identifies cross-vendor performance enhancement opportunities to optimize patient experience, efficiency, and overall program effectiveness.
Operates with strong business acumen and disciplined governance to ensure operational rigor, financial stewardship, and sustainable performance.
Responsibilities:
External Hub Vendor Governance & Performance Oversight
Oversee external hub vendor performance across multiple partners.
Ensure adherence to contractual obligations, SLAs, KPIs, quality standards, and compliance requirements.
Support the development and maintenance governance frameworks, reporting structures, and performance review cadence.
Conducts business reviews with external hub vendors
Identify performance gaps and direct corrective action plans with clear accountability and measurable outcomes.
Financial & Risk Oversight
Monitor vendor financial performance and resource utilization.
Identify operational, compliance, and performance risks; implement mitigation strategies.
Ensure adherence to regulatory and quality standards within patient support operations
Business Partnership
Partner closely with AbbVie Patient Services to understand evolving strategy, patient support models, and brand needs.
Translate strategic shifts (e.g., new product launches, lifecycle changes, access model updates) into operational direction for vendors.
Provide regular performance updates, risk assessments, and strategic recommendations to internal stakeholders.
Ensure vendor capabilities and resource models scale appropriately to meet changing business demands.
Foster a culture of ownership, proactive problem-solving, and continuous improvement.
Cross-Vendor Optimization & Continuous Improvement
Proactively identify opportunities to enhance performance, improve efficiency, and standardize best practices across vendors.
Leverage data and insights to compare performance trends and identify scalable improvement opportunities.
Guide vendors on implementation of process enhancements, staffing adjustments, workflow redesign, or technology optimization.
Drive root cause analysis and mitigation planning for systemic or recurring issues.
Team Leadership & Development
Lead and develop a team responsible for external hub vendor relationship management and performance monitoring.
Set clear priorities, accountability standards, and performance expectations.
Coach team members to elevate vendor management capabilities, analytical rigor, and operational effectiveness.
Qualifications:
List required and preferred qualifications (up to 10). Include education, skills and experience.
Bachelor’s Degree required.
7+ years of experience in vendor management, operations leadership, patient services, access support, or related commercial operations.
Experience within healthcare, biopharma, patient services, specialty pharmacy, or access support environments preferred.
Key Stakeholders:
Patient Intake and Access Support Pillar Lead, External Hub Lead (Director), OneHub External Partnerships, AbbVie Patient Services Hub Strategy team

Employment type
Full-time

Work arrangement
Yes