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US Medical Contact Center Lead

System One • South San Francisco, CA • 1d ago

Job Title : US Medical Contact Center Oversight and Strategy Lead

Location: South San Francisco, CA

Work Model: Hybrid (3 days/wk on-site), Remote candidates will also be considered

Hours : M-F normal business hours

Compensation : $85.00 - $95.00/hr

Type : Contract through EOY 2026

Responsibilities

Oversee and manage the contact center vendor ensuring operational excellence and compliance with pharmaceutical regulations

Develop and implement strategic plans to enhance contact center performance, including digital transformation initiatives

Establish and monitor KPIs, conduct regular business reviews, and manage issue resolution

Collaborate with leadership to set goals, governance, and performance management strategies

Ensure all activities adhere to GCP, GVP, and other relevant regulatory standards

Lead vendor performance analytics, quality assurance, and compliance efforts

Manage financial and operational governance including budgeting, forecasting, invoice review, and payment tracking

Drive innovation by identifying opportunities for AI, automation, and multi-channel solutions to elevate customer experience

Act as the primary point of contact for the contact center operations and strategic development

Facilitate discussions with leadership and cross-functional teams to align contact center strategies with business objectives

Requirements

Proven experience overseeing pharmaceutical contact centers, with strong pharmacovigilance and regulatory compliance background

Minimum of 2-3 years direct vendor contact center oversight in the pharmaceutical industry

Experience managing operational and strategic aspects of contact centers, with authority to enforce SLAs and initiate corrective actions

Strong knowledge of GCP, GVP, and medical information regulations

Technical proficiency with digital CRM systems, IRMS-based platforms, Tableau dashboards, and Veeva

Excellent interpersonal and relationship-building skills with internal and external stakeholders

Ability to manage multiple projects in a fast-paced, matrixed environment

Bachelor's Degree in business management, life sciences, or related field preferred; alternative extensive industry experience acceptable

Experience in leading digital transformation initiatives highly desirable

Ability to zoom in and out strategically and operationally, balancing compliance, customer experience, and costs

Prior leadership experience managing teams or projects for at least three years

System One, and its subsidiaries including Joulé and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #558-Scientific

System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

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