US Medical Contact Center Lead

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

• 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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