IT Business Relationship Manager (BRM) to support the Electronic Consumer Call Center (EC3) Salesforce application within ADC.
EC3 is a USbased customer engagement platform used by ADC Customer Service teams to support FreeStyle Libre consumers through noncomplaint, nontechnical interactions. The platform enables electronic voucher (eCard) issuance, program enrollment, customer optins, and campaign outreach, and is expanding to support Key Account Management (KAM) for Health Systems and Market Access.
The IT BRM serves as the primary interface between Business and IT, ensuring EC3 continues to deliver value, operates compliantly, and evolves in alignment with ADC business priorities.
Primary Responsibilities
Business Partnership & Engagement
- Serve as the primary IT partner for EC3 business stakeholders across Customer Service, Commercial Programs, Market Access, and Key Account Management.
- Build strong working relationships with business leaders and operational teams to understand priorities, challenges, and success metrics.
- Act as a trusted advisor, helping business partners leverage EC3 capabilities to meet consumer engagement goals.
Application Ownership (EC3)
- Provide endtoend businessfacing ownership for the EC3 Salesforce application.
- Ensure alignment between business objectives and EC3 capabilities, including:
- Account Management (Business & Person Accounts)
- Case Management (multiple intake channels)
- eCard issuance and thirdparty fulfillment
- Campaigns, Knowledge, and Reporting
- Support the expansion of EC3 into broader CRM capabilities for KAM users.
Demand, Delivery & Release Management
- Intake, assess, and prioritize business demand in partnership with stakeholders.
- Translate business needs into clear requirements and priorities for IT delivery teams.
- Partner with Product Managers, Business Systems Analysts, and Salesforce Dev/Ops teams to:
- Review requirements and solution designs
- Support UAT and business acceptance
- Drive timely and highquality delivery
- Support a multirelease annual delivery cadence using Agile and hybrid methodologies.
Operational Excellence & Change Management
- Monitor EC3 operational performance from a business impact perspective (agent efficiency, case handling, eCard processing).
- Partner with IT Ops, SQA, and Business teams to identify trends, risks, and improvement opportunities.
- Lead businessside change management, including communications, readiness, and training coordination.
Compliance, Risk & Security
- Ensure EC3 operates in alignment with Abbott policies, data privacy standards, and security controls.
- Maintain awareness of regulated/nonquality system boundaries and support compliant decisionmaking.
- Balance business needs with risk management and technical constraints.
Required Qualifications
- Bachelor s degree in Information Systems, Business, or related discipline.
- 7+ years of experience in IT Business Relationship Management, IT Business Partnering, Product Ownership, or Application Management roles.
- Handson experience supporting Salesforce platforms, preferably Service Cloud.
- Experience working in healthcare, life sciences, or other regulated industries.
- Demonstrated ability to work effectively with onshore and offshore delivery teams.
Preferred Qualifications
- Experience supporting:
- Call center or consumer engagement platforms
- Digital voucher, incentive, or eCard programs
- Pharmacy, payer, or Medicare / Medicaidrelated workflows
- Salesforce certifications (Administrator, Service Cloud Consultant, or equivalent).
- Experience supporting CRM expansion to enterprise or Key Account Management use cases.
Key Competencies
- Strong stakeholder management and communication skills.
- Ability to translate complex business needs into actionable IT priorities.
- Comfortable operating in fastpaced, multipriority environments.
- Strong problemsolving, organization, and decisionmaking skills.
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