Medical Contact Center Oversight and Strategy Lead - South San Francisco - SQA Solution

    SQA Solution
    SQA Solution South San Francisco

    1 week ago

    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

    • 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.
    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: Lead 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.
    Qualifications:
    • 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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