Job Details
Posted 14 July, 2026
Job Id: 629232
US Medical Contact Center Oversight and Strategy Lead
Job Description
Position Overview:
The US Medical (USM) Contact Center is a key customer interface, delivering critical medical information and trial information support to HCPs, patients, and population-based decision makers. This role is responsible for overseeing a contact center vendor and ensuring operational excellence while advancing the contact center through continuous improvement, innovation, and alignment with an evolving portfolio. As we transition from a functional intake model to a best-in-class, future-ready center of excellence, we are seeking a strategic leader to help drive this transformation.
Key Responsibilities
Strategic Vendor & Performance Management
- Partner with leadership to set strategy, objectives, and governance for USM contact center operations, which include Medical Information, Adverse Event Intake, Trial Information Support, Compassionate Use, and coordination of Uber Health rides for clinical trial patients
- Lead the governance, performance oversight, and continuous improvement of external partners to ensure service delivery meets contractual, quality, compliance, and customer experience expectations.
- Establish and monitor KPIs, conduct regular business reviews, manage issue resolution, and drive alignment with evolving business priorities.
Operational Oversight
- Relationship Management: Serve as the primary point of contact for USM vendor, overseeing day-to-day operations
- Performance Analytics: Expertly oversee vendor to ensure delivery aligns with organizational standards and contractual SLAs.
- Quality & Compliance: Ensure all activities remain fully compliant with GCP, GVP, and regulatory requirements by maintaining audit-readiness plans, managing risk mitigation strategies, and overseeing business continuity processes to prevent service disruptions.
- Financial & Operational Governance: Help oversee end-to-end business management, including budgeting, forecasting, and resource planning, while overseeing SOWs and formal oversight plans.
Strategic Evolution & Digital Transformation
- Digital Evolution: Lead the shift toward a technology-first approach, identifying opportunities for AI and automation to streamline medical inquiries.
- Innovation & Agility: Lead the adoption of multi-channel digital solutions and advanced analytics to ensure the contact center remains at the forefront of the evolving healthcare landscape.
Skills & Competencies
- Customer Centricity: A deep passion for ensuring a best-in-class experience at every touchpoint.
- Strategic Problem Solving: Ability to drive action through ambiguity and design solutions that balance compliance, cost, and customer experience.
- Outstanding interpersonal skills with a strong track record of building strong and sustainable relationships with internal and external partners/stakeholders
- Agility: A fast learner capable of running complex projects with minimal direction in a highly matrixed environment.
- Project Leadership: Proven track record of managing multiple high-stakes projects simultaneously with excellence.
- Strong understanding of pharmaceutical compliance and regulatory requirements related to medical contact center operations and oversight.
Education & Experience
- Medical Contact Center Expertise is required: Proven experience in medical contact center oversight within the pharmaceutical industry setting, with a track record of success in driving performance improvements and achieving business objectives.
- Bachelor’s Degree (business management, life sciences or other related discipline) is strongly preferred
- Graduate-level Degree is preferred (e.g., MBA or healthcare degree)
- Technical Proficiency: Hands-on experience with digital CRM systems
Pay Rate Range: $75-97/hr depending
Equal Opportunity Employer
We are proud to be an equal opportunity employer. We welcome and encourage applications from all qualified candidates regardless of race, sex, gender identity or expression, disability, age, religion or belief, sexual orientation, or any other characteristic protected by applicable laws and regulations. It is our policy not to discriminate against any applicant or employee, and we are committed to fostering a diverse, inclusive, and respectful work environment across all locations in which we operate. We believe that diversity, equity, and inclusion are fundamental to our mission and enhance our ability to serve clients globally. If you have a disability or require any reasonable accommodations during the application or interview process, please inform your recruiter or contact us directly so that we can explore the appropriate arrangements.
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