Manager – Technology Implementation Specialist, Global Medical Information Contact Centers

This is a fully remote position, open to applicants in Brazil.

📋 Description

• Oversee technology implementation initiatives across various affiliate medical information contact centers.

• Collaborate with affiliate business leaders to convert strategic goals into technology implementation plans.

• Establish and monitor key performance indicators (KPIs) such as customer satisfaction, response times, call deflection, and cost savings.

• Execute business cases and cost-benefit analyses to inform implementation decisions.

• Determine deployment strategies, rollout methodologies, and resource distribution based on impact and risk assessments.

• Cultivate relationships with affiliate leaders, contact center managers, and operational teams.

• Direct change management efforts, stakeholder communications, readiness evaluations, and adoption planning.

• Deliver data-driven recommendations that align business needs, user experience, and technical viability.

• Examine business processes to uncover technology-driven efficiencies and enhancements in customer experience.

• Address complex operational and business implementation challenges.

• Develop standardized implementation methodologies and best practices.

• Conduct post-implementation evaluations to identify opportunities for ongoing improvement.

• Collect business requirements and perform gap analyses tailored to affiliate-specific demands.

• Design solutions that strike a balance between global standardization and local requirements and market conditions.

• Establish success criteria and adoption metrics in collaboration with affiliate teams.

• Translate technical concepts into accessible language for non-technical stakeholders and executives.

• Formulate and implement user-adoption strategies.

• Create training programs and documentation focused on business needs.

• Provide on-site assistance during critical go-live phases.

• Track adoption metrics and user feedback to develop necessary interventions.

• Ensure that implementations comply with regulatory, quality, and compliance standards.

• Identify and address implementation risks.

• Coordinate validation and audit readiness activities with quality, compliance, and legal teams.

• Create contingency plans to minimize disruptions to business operations.

⛳️ Requirements

• Bachelor's degree.

• At least 2 years of experience in Contact Center or AI Technology.

• Eligibility to work in the United States on a full-time basis.

• Strong business understanding and knowledge of contact center operations and customer experience metrics.

• Experience in change management, stakeholder engagement, and strategies for organizational adoption.

• Familiarity with contact center technologies including voicebots, chatbots, IVR, and CRM systems.

• Excellent business communication skills and the ability to build consensus.

• Experience in a multinational organization, preferably within the pharmaceutical or healthcare sectors.

• Demonstrated capability to lead change initiatives and promote technology adoption.

• Strong analytical skills to convert business requirements into implementation specifications.

• Ability to balance business demands, user experience, technical limitations, and regulatory obligations.

• Customer-centric mindset.

• Experience collaborating across cultures and time zones in a global environment.

• Understanding of pharmaceutical business operations and the regulatory landscape.

• Willingness to travel internationally frequently (estimated 25-40%).

🏝️ Benefits

• Frequent international travel to facilitate on-site implementations and stakeholder engagement (estimated 25-40%).

• Accommodation support available during the application process for individuals with disabilities.