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 end-to-end business-facing ownership for the EC3 Salesforce application.
· Ensure alignment between business objectives and EC3 capabilities, including:
o Account Management (Business & Person Accounts)
o Case Management (multiple intake channels)
o eCard issuance and third-party fulfillment
o 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:
o Review requirements and solution designs
o Support UAT and business acceptance
o Drive timely and high-quality delivery
· Support a multi-release 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 business-side 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/non-quality system boundaries and support compliant decision-making.
· 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.
· Hands-on 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:
o Call center or consumer engagement platforms
o Digital voucher, incentive, or eCard programs
o Pharmacy, payer, or Medicare / Medicaid-related 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 fast-paced, multi-priority environments.
· Strong problem-solving, organization, and decision-making skills.
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