Senior Manager, Global Contact Center & Medical Information Operations

Moderna Therapeutics • Cambridge, MA

131d

About The Position

Moderna aspires to be recognized as the most committed innovative and trusted scientific partner by healthcare practitioners and patients worldwide. This role is an exciting opportunity to be of a dynamic global team in a high growth organization. The Senior Manager, Global Contact Center Operations & Medical Information (GCC & MI), will oversee Contact Center vendors to ensure seamless customer service, compliant Medical Information (MI) processes, and operational alignment across global workflows. In partnership with leadership, this individual will lead or support GCC & MI initiatives and cross-functional projects spanning Medical Affairs, Clinical Operations, Commercial, and Franchise teams. The focus will be on enabling high-quality patient and healthcare professional engagement, ensuring scientific accuracy, supporting new market launches, and synthesizing engagement insights for global and local stakeholders. Success in this role will require strong cross-functional collaboration, attention to compliance and quality standards, and the ability to scale operations as Moderna's pipeline grows across regions and therapeutic areas. As Moderna advances its mRNA platform to serve hundreds of millions globally, this role represents a unique opportunity to help shape a best-in-class contact center and medical information model that supports patients, healthcare professionals, and the broader healthcare ecosystem.

Requirements

• Bachelor's degree required.
• Minimum 4 years of experience supporting customers in Medical Information, Medical Communications, or Commercial/Medical contact center operations.
• At least 3 years of experience working in the biotech and/or pharma industry.
• Familiarity with global healthcare systems and stakeholder engagement in a regulated environment.

Nice To Haves

• Advanced degree (PharmD, PhD, MD) preferred.
• Knowledge of EU, FDA, ICH, and other relevant global regulatory and compliance frameworks.
• Prior experience in Patient Services is a plus.
• Attention to detail, excellent communication skills, and the ability to work independently, escalating risks and issues as appropriate.
• Demonstrated success in a fast-paced environment, with the ability to learn on the fly while understanding and solving new problems that require a high level of independent judgement and initiative.
• Ability to identify the most efficient and effective way to implement new services.
• Skilled at working effectively in a collaborative team environment where results are achieved through influence and the incorporation of multiple points of view.
• Ability to organize, prioritize, and work effectively in a constantly changing, ambiguous environment.
• Outstanding written and verbal communication skills.
• A desire to make an impact as part of a high-growth, transformational company that is Bold, Relentless, Curious, and Collaborative.

Responsibilities

• Adapt GCC/MI functional plans and priorities to meet short-term service and/or operational objectives, ensuring alignment with strategic priorities across regional markets (US, CA, Japan, LATAM, EMEA, APAC).
• Manage day to day activities across GCC/MI vendor partners to deliver high quality, compliant, and efficient customer support.
• Identify and resolve technical or operational issues; lead or support continuous improvement initiatives to enhance efficiency, quality, and impact.
• Ensure frontline vendor teams are empowered with the right training, tools and content to support diverse stakeholders—including patients, caregivers, healthcare professionals, healthcare institutions, academia, and government bodies.
• Monitor KPIs and operational metrics; escalate issues, analyze trends, and partner with leadership to drive root cause analysis and corrective actions.
• Contribute to the design and future planning of Patient Services capabilities within the Global Contact Center, with a focus on high-touch models for complex therapies (e.g., rare disease and personalized oncology).
• Collaborate with Medical Affairs, Quality, Pharmacovigilance, Regulatory, Digital, Supply Chain, Marketing, and Commercial teams to ensure aligned content, processes and engagement strategies.
• Support governance and lifecycle management of scientific and customer-facing content, ensuring accuracy, version control, and compliance across all channels.
• Partner with Quality and Training teams to define performance standards, review insights, and support coaching and calibration to elevate vendor effectiveness.
• Tailor MI content and communication approaches to suit regional needs and stakeholder expectations while maintaining high-quality standards.
• Contribute to the scale-up of the enterprise Contact Center model, adapting processes to support pipeline expansion and product launches globally.
• Ensure audit and inspection readiness by maintaining inspection-ready documentation, SOPs, and storyboards; provide cross-functional support during internal audits and health authority inspections.

Benefits

• Best-in-class healthcare coverage, plus a suite of voluntary benefit programs to support your unique needs.
• A holistic approach to well-being, with access to fitness, mindfulness, and mental health support.
• Lifestyle Spending Accounts to personalize your well-being journey.
• Family planning and adoption benefits.
• Generous paid time off, including vacation, volunteer days, sabbatical, global recharge days, and a discretionary year-end shutdown.
• Savings and investment opportunities.
• Location-specific perks and extras.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree