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

Job Description 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]