Our client, a world leader in biotechnology and
gene therapy, is looking for an “US Medical Contact Center Oversight
and Strategy Lead (100% Remote)”.
Job Duration: Long
Term Contract (Possibility Of Extension)
Pay Rate : $96/hr on W2
Company Benefits: Medical, Dental,
Vision, Paid Sick leave, 401K
Seeking an experienced
professional to 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.
Key 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.
Required Qualifications
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.
If interested, please
send us your updated resume at
[email protected]/[email protected]