The US Patient Services team is an industry leading organization, providing unparalleled patient support, resulting in improved brand loyalty and patient satisfaction.  The Senior Program Manager reports to the Associate Director of Tele-Experience, and is responsible for identifying, creating, and implementing practical solutions which drive performance through the Tele-Experience/Care Model Operations programs, specifically in the areas of web chat supporting Skyrizi, Rinvoq, Qulipta and Ubrelvy.  The Senior Program Manager serves as a key leader, responsible for managing and providing operational guidance to functions within the Tele-Experience/Care Model Operations organization.    

Responsibilities

• Manage and oversee vendor partners and internal staff, ensuring team resources are achieving or exceeding all operational KPIs including Quality metrics. 
• Responsible for developing staffing performance plans, based on feedback and insights provided through quality assurance monitoring and other performance indicators. 
• Develop web chat metric reporting/platform system reporting, and take action as needed to assure KPI’s are achieved. Synthesize data/insights and apply this information to program refinement and new initiatives development. 
• Foster a strong customer advocacy focused environment. Help maintain a well-trained, highly skilled staff with emphasis on quality customer service, retention and proactive service that exceeds ever-changing, increasingly complex customer demands. 
• Develop recommendations on new call guides and call campaigns to support business initiatives based on opportunities identified through chat monitoring or new product launches. 
• Analyze and evaluate Tele-Experience patient interactions and contact trends to develop optimization models focused on increasing patient engagement.
• Direct analytics team in primary research projects associated with assessing Tele-Experience/Care Model Operations programs.
• Work with marketing partners to understand brand needs related to Tele-Experience opportunities.
• Create, communicate, and effectively execute subordinate job responsibilities and provide defined job developmental and or career development plans.
• Own, design, and develop Standard Operating Procedures, as well as other operational processes supporting materials for the organization.