Medical Contact Center Oversight and Strategy Lead

Working Model: Hybrid (three days onsite, two days remote), open to remote for the right candidate
Interview Format: Two rounds - virtual (1st round - 30 minutes, 2nd round - 60 minutes)

LOCATION: South San Francisco
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
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)
in driving performance improvements and achieving business objectives.
Technical Proficiency: Hands-on experience with digital CRM systems