US Medical Contact Center Oversight and Strategy Lead

Job Summary:

• The US Medical (USM) Contact Center is a key customer interface, delivering critical medical information and trial information support to HCPs, patients, and population-based decision makers.
• This role is responsible for overseeing a contact center vendor and ensuring operational excellence while advancing the contact center through continuous improvement, innovation, and alignment with an evolving portfolio.
• As we transition from a functional intake model to a best-in-class, future-ready center of excellence, we are seeking a strategic leader to help drive this transformation.

Key Responsibilities:

Strategic Vendor & Performance Management:

• Partner with leadership to set strategy, objectives, and governance for USM contact center operations.
• Lead the governance, performance oversight, and continuous improvement of external partners to ensure service delivery meets contractual, quality, compliance, and customer experience expectations.
• Establish and monitor KPIs, conduct regular business reviews, manage issue resolution, and drive alignment with evolving business priorities.

Operational Oversight:

• Relationship Management: Serve as the primary point of contact for USM vendor, overseeing day-to-day operations.
• Performance Analytics: Expertly oversee vendor to ensure delivery aligns with organizational standards and contractual SLAs.
• Quality & Compliance: Ensure all activities remain fully compliant with GCP, GVP, and regulatory requirements by maintaining audit-readiness plans, managing risk mitigation strategies, and overseeing business continuity processes to prevent service disruptions.
• Financial & Operational Governance: Lead end-to-end business management, including budgeting, forecasting, and resource planning, while overseeing SOWs and formal oversight plans.

Strategic Evolution & Digital Transformation:

• Digital Evolution: Lead the shift toward a technology-first approach, identifying opportunities for AI and automation to streamline medical inquiries.
• Innovation & Agility: Lead the adoption of multi-channel digital solutions and advanced analytics to ensure the contact center remains at the forefront of the evolving healthcare landscape.

Education & Experience:

• Bachelor’s Degree (business management, life sciences or other related discipline) is strongly preferred.
• Graduate-level Degree is preferred (e.g., MBA or other related discipline).
• Medical Contact Center Expertise: Proven experience in medical contact center oversight within the pharmaceutical industry setting, with a track record of success in driving performance improvements and achieving business objectives.
• Technical Proficiency: Hands-on experience with digital CRM systems.

Skills & Competencies:

• Customer Centricity: A deep passion for ensuring a best-in-class experience at every touchpoint.
• Strategic Problem Solving: Ability to drive action through ambiguity and design solutions that balance compliance, cost, and customer experience.
• Outstanding interpersonal skills with a strong track record of building strong and sustainable relationships with internal and external partners/stakeholders.
• Agility: A fast learner capable of running complex projects with minimal direction in a highly matrixed environment.
• Project Leadership: Proven track record of managing multiple high-stakes projects simultaneously with excellence.
• Strong understanding of pharmaceutical compliance and regulatory requirements related to medical contact center operations and oversight.

Working Model:

• Hybrid (three days onsite, two days remote), open to remote for the right candidate.

Interview Format:

• Two rounds - virtual (1st round - 30 minutes, 2nd round - 60 minutes).