Medical Information and Customer Engagement Lead (Associate Director Level)

"Retail pharmacy backgrounds will not be considered."

Job Title : Medical Information and Customer Engagement Lead (Associate Director Level)

Location : Princeton Pike, NJ (Hybrid – Must be onsite 50% of the time)

Work Schedule : Monday–Friday, 8 : 00 AM – 5 : 00 PM EST

Position Summary :

We are seeking a highly experienced Medical Information and Customer Engagement Lead at the Associate Director level to lead U.S. medical information services and manage key vendor partnerships for contact center operations. This role plays a pivotal part in delivering high-quality medical information to healthcare professionals and patients, while aligning with global medical excellence strategies.

The ideal candidate brings over 5 years of experience in Medical Information and Vendor Management within a biopharmaceutical environment , and possesses strong contact / call center operational expertise

Key Responsibilities :

• Lead and execute strategy for U.S. Medical Information services, Global Escalations, Variant Content, and Scientific Response Document (SRD) management in alignment with Worldwide Medical Excellence objectives.
• Serve as the primary relationship manager for U.S. Commercial and Global stakeholders, ensuring delivery of timely, compliant, and high-quality medical information.
• Manage and oversee day-to-day operations with external contact center partners , including :
• Partner onboarding and training
• SOP and process adherence
• Call center telephony design
• Issue escalation and resolution
• Audit readiness and participation
• Monitor contact center performance and compliance through KPIs and quality metrics; implement continuous improvement initiatives.
• Provide oversight of internal teams , including :
• Content creation and maintenance (SRDs and variants)
• Quality assurance and training plans
• Budget and system deliverables
• Collaborate closely with cross-functional partners : Medical Affairs, Field Medical, Commercial, Safety, Quality, and IT teams, both globally and in the U.S.

Required Qualifications :

Preferred Skills (Nice to Have) :

Additional Information :

Important Note :