- Partner with leadership to set strategy, objectives, and governance for USM contact center operations
- 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.
- 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: Lead end-to-end business management, including budgeting, forecasting, and resource planning, while overseeing SOWs and formal oversight plans.
- 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.
- Bachelor's Degree (business management, life sciences or other related discipline) is strongly preferred.
- 3-5 years of direct experience in a medical contact center environment. 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.
- Strong understanding of pharmaceutical compliance and regulatory requirements related to medical contact center operations and oversight.
- 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.
- Technical Proficiency: Hands-on experience with digital CRM systems.
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Medical Contact Center Oversight and Strategy Lead - South San Francisco - SQA Solution
Description
About the job Medical Contact Center Oversight and Strategy Lead
Type: Contract, W2 only
Duration: 9+ months
Location: South San Francisco, CA (hybrid: three days onsite, two days remote)
Pay: $62/hr-$97/hr, DOE
Please note that at this time we are unable to sponsor employment authorization (both new and transfer)
A leading Global Biotech Company is seeking a Medical Contact Center Oversight and Strategy Lead to be 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.
Responsibilities:
Strategic Vendor & Performance Management
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Strategy and Operations Lead
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Growth Strategy Lead
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Payor Strategy Lead
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Strategy and Operations Lead
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War Strategy Lead
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Strategy and Operations Lead
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Strategy & Planning Lead
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