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About the Role
Oversee the US Medical Contact Center vendor and drive operational excellence across Medical Information, Adverse Event Intake, Trial Information Support, and Compassionate Use programs. This role is responsible for vendor governance, performance management, compliance, financial oversight, and leading digital transformation initiatives, including AI-enabled customer service solutions.
Responsibilities
- Oversee day-to-day operations and governance of the US Medical Contact Center vendor.
- Monitor vendor performance, KPIs, SLAs, and drive continuous process improvements.
- Ensure compliance with GCP, GVP, regulatory requirements, and audit readiness.
- Manage budgets, forecasting, resource planning, SOWs, and operational governance.
- Partner with internal stakeholders to align contact center strategy with evolving business needs.
- Lead digital transformation initiatives, including AI, automation, CRM optimization, and multi-channel engagement.
- Analyze operational metrics and implement strategies to enhance customer experience and operational efficiency.
Requirements
- Bachelor's degree in Business, Life Sciences, Healthcare, or a related field (Master's/MBA preferred).
- Proven experience managing or overseeing a Medical Contact Center within the pharmaceutical industry.
- Strong vendor management, stakeholder engagement, and operational leadership experience.
- Knowledge of GCP, GVP, pharmacovigilance, and regulatory compliance.
- Experience with CRM platforms, performance analytics, budgeting, and service governance.
- Excellent communication, project management, and continuous improvement skills.
Skills
- Vendor management
- Stakeholder engagement
- Operational leadership
- GCP
- GVP
- Pharmacovigilance
- Regulatory compliance
- CRM platforms
- Performance analytics
- Budgeting
- Service governance
- Communication
- Project management
- Continuous improvement
- AI
- Automation
- Multi-channel engagement
Location
- 100% Remote
Work Type
- Long Term Contract
- Remote
Experience Level
- Experienced professional
Education Level
- Bachelor's degree
- Master's degree
- MBA
Salary/Compensations
- $96/hr
Benefits
- Medical
- Dental
- Vision
- Paid Sick leave
- 401K
About the Company
- Our client, a world leader in biotechnology and gene therapy.