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Cynet Systems
Medical Contact Center Oversight and Strategy LeadCynet Systems • South San Francisco, CA, United States
Medical Contact Center Oversight and Strategy Lead

Medical Contact Center Oversight and Strategy Lead

Cynet Systems • South San Francisco, CA, United States
13 days ago
Job type
  • Full-time
Job description

Job Title

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 GCP, 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:

  • Bachelors 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.
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Medical Contact Center Oversight and Strategy Lead • South San Francisco, CA, United States

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