US Medical Contact Center Lead

About the role

The US Medical Contact Center Oversight and Strategy Lead will oversee and manage the contact center vendor ensuring operational excellence and compliance with pharmaceutical regulations. They will develop and implement strategic plans to enhance contact center performance, including digital transformation initiatives. Key responsibilities include establishing and monitoring KPIs, conducting regular business reviews, and managing issue resolution.

Responsibilities

• Oversee and manage the contact center vendor ensuring operational excellence and compliance with pharmaceutical regulations
• Develop and implement strategic plans to enhance contact center performance, including digital transformation initiatives
• Establish and monitor KPIs, conduct regular business reviews, and manage issue resolution
• Collaborate with leadership to set goals, governance, and performance management strategies
• Ensure all activities adhere to GCP, GVP, and other relevant regulatory standards
• Lead vendor performance analytics, quality assurance, and compliance efforts
• Manage financial and operational governance including budgeting, forecasting, invoice review, and payment tracking
• Drive innovation by identifying opportunities for AI, automation, and multi-channel solutions to elevate customer experience
• Act as the primary point of contact for the contact center operations and strategic development
• Facilitate discussions with leadership and cross-functional teams to align contact center strategies with business objectives

Requirements

• Proven experience overseeing pharmaceutical contact centers, with strong pharmacovigilance and regulatory compliance background
• Minimum of 2-3 years direct vendor contact center oversight in the pharmaceutical industry
• Experience managing operational and strategic aspects of contact centers, with authority to enforce SLAs and initiate corrective actions
• Strong knowledge of GCP, GVP, and medical information regulations
• Technical proficiency with digital CRM systems, IRMS-based platforms, Tableau dashboards, and Viva
• Excellent interpersonal and relationship-building skills with internal and external stakeholders
• Able to manage multiple projects in a fast-paced, matrixed environment
• Bachelor's Degree in business management, life sciences, or related field preferred; alternative extensive industry experience acceptable
• Experience in leading digital transformation initiatives highly desirable
• Able to zoom in and out strategically and operationally, balancing compliance, customer experience, and costs
• Prior leadership experience managing teams or projects for at least three years

Qualifications

• Proven experience overseeing pharmaceutical contact centers, with strong pharmacovigilance and regulatory compliance background
• Minimum of 2-3 years direct vendor contact center oversight in the pharmaceutical industry
• Experience managing operational and strategic aspects of contact centers, with authority to enforce SLAs and initiate corrective actions
• Strong knowledge of GCP, GVP, and medical information regulations
• Technical proficiency with digital CRM systems, IRMS-based platforms, Tableau dashboards, and Viva
• Excellent interpersonal and relationship-building skills with internal and external stakeholders
• Able to manage multiple projects in a fast-paced, matrixed environment
• Bachelor's Degree in business management, life sciences, or related field preferred; alternative extensive industry experience acceptable
• Experience in leading digital transformation initiatives highly desirable
• Able to zoom in and out strategically and operationally, balancing compliance, customer experience, and costs
• Prior leadership experience managing teams or projects for at least three years

Skills

• Proven experience overseeing pharmaceutical contact centers, with strong pharmacovigilance and regulatory compliance background
• Minimum of 2-3 years direct vendor contact center oversight in the pharmaceutical industry
• Experience managing operational and strategic aspects of contact centers, with authority to enforce SLAs and initiate corrective actions
• Strong knowledge of GCP, GVP, and medical information regulations
• Technical proficiency with digital CRM systems, IRMS-based platforms, Tableau dashboards, and Viva
• Excellent interpersonal and relationship-building skills with internal and external stakeholders
• Able to manage multiple projects in a fast-paced, matrixed environment
• Bachelor's Degree in business management, life sciences, or related field preferred; alternative extensive industry experience acceptable
• Experience in leading digital transformation initiatives highly desirable
• Able to zoom in and out strategically and operationally, balancing compliance, customer experience, and costs
• Prior leadership experience managing teams or projects for at least three years

Benefits

• System One offers a range of benefits including health and welfare benefits coverage options such as medical, dental, vision, spending accounts, life insurance, voluntary plans, and participation in a 401(k) plan.
• System One is an Equal Opportunity Employer.

Pay

$85.00 - $95.00/hr

Schedule

Hybrid (3 days/wk on-site), Remote candidates will also be considered