US Medical Contact Center Oversight and Strategy Lead – hybrid

OUR GOAL: 
Treat our consultants and clients the way we would like others to treat us!
 
Interested in joining our team? Check out the opportunity below and apply today!
  
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 US Medical Contact Center Oversight and Strategy Lead 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.
 
**Working Model: Hybrid (three days onsite in South San Francisco, CA, two days remote), open to remote for the right candidate
 
Key Responsibilities

• Strategic Vendor & Performance Management
  • 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.
• 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: Lead 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

• Years of experience required: 3 to 5 years, with direct experience in a medical contact center environment.
• Bachelor’s Degree (business management, life sciences or other related discipline) is strongly preferred
• Graduate-level Degree is preferred (e.g., MBA or other related discipline)
• Medical Contact Center Expertise: Proven experience in medical contact center oversight within the pharmaceutical industry setting, with a track record of success in driving performance improvements and achieving business objectives.
• Technical Proficiency: Hands-on experience with digital CRM systems
• Strong understanding of Regulatory Compliance within the Medical Contact Center environment.

Reference: 1048759
  

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every qualification. At Revel IT, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role, but your experience doesn’t align perfectly with every qualification in the description, we encourage you to apply anyway. You might be the right candidate for this or our other open roles!  

Revel IT is an Equal Opportunity Employer. Revel IT does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.

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