Medical Contact Center Oversight and Strategy Lead

We are looking for Medical Contact Center Oversight and Strategy Lead for our client in South San Francisco, CA

Job Title: Medical Contact Center Oversight and Strategy Lead

Job Location: South San Francisco, CA

Job Type: Contract

Job Overview:

Requirement/Must Have:

• 1+ years of experience in contact center oversight within the pharmaceutical industry.
• Strong pharmacovigilance and regulatory compliance background.
• Technical expertise in day-to-day operations of contact center oversight.
• Strategic agility and strong cross-functional collaboration skills.

Responsibilities:

• 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.
• Serve as the primary point of contact for USM vendor, overseeing day-to-day operations.
• Expertly oversee vendor to ensure delivery aligns with organizational standards and contractual SLAs.
• Ensure all activities remain fully compliant with Google Cloud Platform, GVP, and regulatory requirements by maintaining audit-readiness plans, managing risk mitigation strategies, and overseeing business continuity processes to prevent service disruptions.
• Lead end-to-end business management, including budgeting, forecasting, and resource planning, while overseeing SOWs and formal oversight plans.
• Lead the shift toward a technology-first approach, identifying opportunities for AI and automation to streamline medical inquiries.
• 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:

• Customer centricity with a passion for ensuring a best-in-class experience.
• Strategic problem-solving ability to drive action through ambiguity.
• Outstanding interpersonal skills with a strong track record of building relationships with internal and external partners.
• Agility in managing complex projects with minimal direction in a highly matrixed environment.
• 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.

Qualification And Education:

• Bachelor s Degree in business management, life sciences, or other related discipline is strongly preferred.
• Graduate-level Degree (e.g., MBA or other related discipline) is preferred.
• Proven experience overseeing a medical contact center within the pharmaceutical industry, with a track record of success in driving performance improvements.
• Hands-on experience with digital CRM systems.