Principal Customer Operations Oversight Lead (US Medical)

We’re passionate about delivering on Our Promise to improve the lives of patients and create healthier communities for all. We foster a culture of inclusivity, integrity and creativity while boldly pursuing answers to the world’s most complex health challenges and transforming society.

About the role

The Principal Customer Operations Oversight Lead plays a pivotal role in driving operational excellence across our US Medical (USM) Contact Center lines of business, including Medical Information, Trial Information Support & Compassionate Use, and Adverse Event Intake.

• Lead overall strategic direction, capacity planning, and end-to-end execution across USM Contact Center lines of business.
• Oversee vendor partnerships by negotiating contracts, enforcing SLAs, leading QBRs, and establishing Service Provider Oversight Plans (SPOPs).
• Continuously evaluate scope and processes to identify consolidation opportunities, drive cost efficiencies, and enhance the customer experience.
• Champion the evaluation, piloting, and compliant integration of emerging technologies such as AI, automation, and digital self-service to optimize contact center efficiency.
• Synthesize complex customer interaction data across channels into actionable narratives to inform strategic decision-making and long-range planning.
• Ensure strict regulatory compliance (GCP, GVP, and Medical Device mandates) and help lead audit and inspection readiness for Health Authority evaluations.
• Lead seamless collaboration between internal matrix teams and external service providers, taking ownership of complex escalations to ensure timely, stakeholder-aligned resolutions.

Requirements

• Bachelor’s degree in a life science, healthcare, business, or related field.
• 10+ years of progressive, strategic experience in the pharmaceutical, biotechnology, or healthcare industry.
• 5+ years of hands-on experience in Medical Affairs, Medical Information, Pharmacovigilance/Drug Safety, or Clinical Contact Center operations.
• Customer-centric focus with a deep-seated commitment to ensuring high standards of service, sustained trust, and elevated customer satisfaction.
• Proven track record as a principal owner of external Business Process Outsourcing (BPO) partners and strategic vendor governance.
• Direct experience governing outsourced GCP, GVP, and Medical Device activities and serving as an SME during regulatory inspections.

Qualifications

• Advanced clinical, scientific, or business degree (e.g., PharmD, RN, MD, PhD, or MBA).
• Demonstrated expertise in translating complex customer interaction data into long-range business strategies.
• Proven capability to lead through influence in matrixed global and local structures.
• Hands-on experience scaling emerging technologies (e.g., AI-enabled routing, digital self-service tools) within regulated environments.

Location

This role is based in South San Francisco and offers a hybrid schedule working 3 days per week on campus.

Pay

The expected salary range for this position based on the primary location of CA is $156,500 - $290,700. Actual pay will be determined based on experience, qualifications, geographic location, and other job-related factors permitted by law. A discretionary annual bonus may be available based on individual and Company performance.

Benefits

This position qualifies for the benefits detailed at the provided link.