The Patient Engagement Manager is the operational hub of the Patient Engagement platform team. This role owns the day-to-day execution of platform programs, drives cross-functional coordination across vendors and internal partners, and ensures the patient engagement ecosystem runs with quality, predictability, and alignment to the broader strategy. Success means the program runs without escalation, the roadmap reflects the right priorities, and both vendor partners and internal stakeholders trust this person to deliver. 

Responsibilities

Platform Operations & Roadmap Execution  

• Manage end-to-end platform release cycles, project timelines, and program deliverables across patient engagement systems  
• Synthesize business feedback, analytics, and stakeholder input into a prioritized enhancement roadmap  
• Support the platform migration from external vendor to internal AbbVie-hosted environment — coordinating workstreams, tracking milestones, and managing business readiness activities  
• Continuously identify and recommend optimization opportunities that improve the patient experience and drive operational efficiency 

Vendor & Partner Management  

• Serve as a primary day-to-day contact for strategic vendor partners; managing deliverables, escalating issues, and tracking performance against SLAs  
• Coordinate and prepare QBR materials that give senior leadership clear visibility into performance, risks, and roadmap progress  
• Support contract and budget tracking, flagging variances and managing scope changes in coordination with the Associate Director 

Business Process & Telephony Collaboration  

• Partner with the Telephony Platform Owner and operational teams to align cross-platform priorities, resolve integration dependencies, and ensure seamless patient and user experiences  
• Participate in operational sessions and bring structured follow-through on action items and decisions 

Cross-Functional Coordination  

• Manage alignment across BTS, Marketing, Legal, Compliance, Access & Reimbursement, and Patient Engagement stakeholders on platform priorities and timelines  
• Translate complex technical requirements and platform interdependencies into clear business communications for cross-functional partners  
• Support new product launches from a patient engagement platform perspective, ensuring system readiness and operational alignment 

Quality & Risk Management  

• Lead user acceptance testing (UAT) strategy and execution across platform releases, ensuring quality and predictable delivery  
• Proactively identify risks and develop mitigation plans; bring issues to leadership with clear context and recommended solutions  
• Drive consistency in documentation, communication standards, and quality control practices across the team 

Team Leadership 

• Mentor and guide Patient Engagement Analyst(s); Prioritize team workloads and conduct impact assessments to ensure efforts deliver intended value