Medical Contact Center Oversight and Strategy Lead

Job Title: Medical Contact Center Oversight & Strategy Lead
Location: 1 DNA Way, South San Francisco, CA 94080
Duration: 10-month contract (possible extension or conversion)
Pay Rate: $62.67–$97.96/hr (W2)
Benefits: Weekly pay plus Medical, Dental, and Vision coverage
Work Model: Hybrid — 3 days onsite / 2 days remote (fully remote considered for a strong candidate)
Interview Process: Two virtual rounds (30-minute first round, 60-minute second round)
 
Position Overview
The US Medical Contact Center serves as a critical customer-facing function, delivering medical and clinical trial information to healthcare professionals, patients, and population-based decision makers. This role leads vendor oversight and operational performance while driving continuous improvement, innovation, and strategic alignment with a growing and evolving portfolio.
As the organization moves from a functional intake model to a future-ready center of excellence, this position will play a key leadership role in shaping and advancing that transformation.
 
Key Responsibilities
Strategic Vendor & Performance Management

• Collaborate with leadership to define strategy, objectives, and governance for US Medical Contact Center operations.
• Oversee vendor governance, performance, and continuous improvement to ensure delivery meets contractual obligations, quality standards, compliance requirements, and customer experience goals.
• Define and track KPIs, lead business reviews, manage escalations, and ensure alignment with changing business needs.

Operational Oversight

• Act as the primary liaison for the USM contact center vendor, managing day-to-day operational relationships.
• Monitor vendor performance to ensure adherence to SLAs and organizational standards.
• Maintain compliance with GCP, GVP, and regulatory requirements through audit readiness, risk mitigation planning, and business continuity oversight.
• Lead financial and operational governance, including budgeting, forecasting, resource planning, SOW management, and formal oversight frameworks.

Strategic Evolution & Digital Transformation

• Drive a technology-forward roadmap, identifying opportunities to leverage AI and automation for medical inquiry management.
• Champion innovation through multi-channel engagement models and advanced analytics to keep the contact center aligned with healthcare industry advancements.

 
Skills & Competencies

• Strong customer-first mindset with commitment to delivering best-in-class experiences.
• Strategic problem-solving skills with the ability to operate effectively in ambiguous environments.
• Excellent stakeholder management and relationship-building capabilities across internal and external partners.
• High agility and ability to lead complex, cross-functional initiatives with minimal supervision.
• Proven project leadership managing multiple high-impact initiatives simultaneously.
• Solid knowledge of pharmaceutical compliance and regulatory standards related to medical contact center operations.

 
Education & Experience

• Bachelor’s degree in Business, Life Sciences, or a related field strongly preferred.
• Advanced degree (MBA or similar) preferred.
• Demonstrated experience overseeing medical contact center operations within the pharmaceutical industry, with measurable performance improvements.
• Hands-on experience with digital CRM platforms and related technologies.

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