Medical Contact Center Oversight and Strategy Lead

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

📋 Description

• Supervise the daily operations and governance of the US Medical Contact Center vendor.

• Track vendor performance, KPIs, SLAs, and promote ongoing process enhancements.

• Ensure adherence to GCP, GVP, regulatory obligations, and readiness for audits.

• Oversee budgets, forecasting, resource allocation, SOWs, and operational governance.

• Collaborate with internal stakeholders to align the contact center strategy with changing business requirements.

• Spearhead digital transformation projects, including AI, automation, CRM optimization, and multi-channel engagement.

• Examine operational metrics and implement strategies to improve customer experience and operational efficiency.

⛳️ Requirements

• Bachelor's degree in Business, Life Sciences, Healthcare, or a related discipline (Master's/MBA preferred).

• Demonstrated experience in managing or supervising a Medical Contact Center within the pharmaceutical sector.

• Strong expertise in vendor management, stakeholder engagement, and operational leadership.

• Familiarity with GCP, GVP, pharmacovigilance, and regulatory compliance.

• Proficient in CRM platforms, performance analytics, budgeting, and service governance.

• Exceptional communication, project management, and continuous improvement abilities.

🏝️ Benefits

• Medical

• Dental

• Vision

• Paid Sick leave

• 401K