US Medical Contact Center Oversight and Strategy Lead (100% Remote)

Our client, a world leader in biotechnology and
gene therapy, is looking for an “US Medical Contact Center Oversight
and Strategy Lead (100% Remote)”.

Job Duration: Long
Term Contract (Possibility Of Extension)

Pay Rate : $96/hr on W2

Company Benefits: Medical, Dental,
Vision, Paid Sick leave, 401K

Seeking an experienced
professional to oversee the US Medical Contact Center vendor and drive
operational excellence across Medical Information, Adverse Event Intake, Trial
Information Support, and Compassionate Use programs. This role is responsible
for vendor governance, performance management, compliance, financial oversight,
and leading digital transformation initiatives, including AI -enabled customer
service solutions.

Key Responsibilities

• Oversee
  day -to -day operations and governance of the US Medical Contact Center
  vendor.
  
• Monitor
  vendor performance, KPIs, SLAs, and drive continuous process improvements.
  
• Ensure
  compliance with GCP, GVP, regulatory requirements, and audit readiness.
  
• Manage
  budgets, forecasting, resource planning, SOWs, and operational governance.
  
• Partner
  with internal stakeholders to align contact center strategy with evolving
  business needs.
  
• Lead
  digital transformation initiatives, including AI, automation, CRM
  optimization, and multi -channel engagement.
  
• Analyze
  operational metrics and implement strategies to enhance customer
  experience and operational efficiency.
  

Required Qualifications

• Bachelor's
  degree in Business, Life Sciences, Healthcare, or a related field
  (Master's/MBA preferred).
  
• Proven
  experience managing or overseeing a Medical Contact Center within
  the pharmaceutical industry.
  
• Strong
  vendor management, stakeholder engagement, and operational leadership
  experience.
  
• Knowledge
  of GCP, GVP, pharmacovigilance, and regulatory compliance.
  
• Experience
  with CRM platforms, performance analytics, budgeting, and service
  governance.
  
• Excellent
  communication, project management, and continuous improvement skills.
  

If interested, please
send us your updated resume at

[email protected]/[email protected]