Director, Strategy & Transformation

Strategy & Transformation LeadOneHUB Strategy & Transformation Lead is accountable for making OneHUB's vision a reality through executive oversight of the Transformation Office. Responsible for setting and executing the strategic roadmap, this role leads the innovation arm, steers operational and customer excellence, and directs the Project Management Office (PMO), as well as change management and communications. Partners cross-functionally to drive large-scale transformation, embed a culture of innovation, and ensure sustained business impact across all OneHUB operations.Transformation Office & Strategic DirectionSet and manage the strategic direction and multi-year roadmap for OneHUB, covering operating model, transformation priorities, and enterprise integrationOversee the central Transformation Office, orchestrating resources, capabilities, and execution toward business objectivesLead enterprise assessments, business cases, and strategic analyses to support OneHUB decision-makingAlign OneHUB operational strategy to AbbVie enterprise objectivesInnovation, Digital, and Automation ExcellenceOwn OneHUB's Innovation function, identifying breakthrough opportunities and driving digital enablement across hubs and pillarsIdentify and assess opportunities for innovation, automation, and digital enablement across OneHUB operationsLead pilots and proof-of-concept initiatives in partnership with Operations, Data Excellence, and BTS (IT) teamsSupport scaling of proven innovations into day-to-day operationsBuild a sustainable innovation pipeline, cultivating a future-ready organizationOperational & Customer ExcellenceDirect initiatives that enhance service delivery, process efficiency, and stakeholder satisfactionUtilize customer insights to inform transformation priorities and operational improvementsChampion cross-pillar collaboration to enable an integrated customer experienceProject Management Office (PMO) OversightLead OneHUB's PMO to ensure disciplined planning, agile execution, and value realization of transformation programs, system implementations, and strategic initiativesEstablish governance, monitor milestones and budgets, and report progress to stakeholdersChange Management & CommunicationsOversee change management plans to ensure successful adoption of new ways of working, operating models, and technology across all teamsLead employee and enterprise communications related to OneHUB transformation—translating strategy into clear, actionable messagingMonitor change readiness, address barriers, and sustain engagement throughout transformation cyclesChief of StaffServes as a trusted strategic advisor to the OneHUB leadership teamPrepares executive-ready updates, meeting materials, and decision briefs to support leadership visibility and actionIdentifies issues requiring leadership attention and prepares concise escalation summaries and recommendationsDrives alignment across cross-functional teams, removes blockers, and ensures timely follow-through on high-priority projectsShapes priorities, identifies gaps, and connects short-term actions to long-term objectives for OneHUBRepresents leadership's priorities and reinforces accountability across stakeholder groupsQualificationsExperience Required15+ years of experience leading enterprise strategy and transformation initiatives in complex, multi-layered organizations, ideally contact center organizationsDemonstrated experience in life sciences companies preferredProven ability to engage and influence senior stakeholdersStrong track record translating strategy into execution across operating model changesExperience leading large-scale transformation preferredCX-focused and experience leading programs with demonstrated KPI improvementEducation RequiredBachelor's degree in business administration, strategy, engineering, or a related field requiredMaster's degree (MBA or equivalent) preferredPay Range: $182000 - 346000 USD