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.