S Medical Contact Center Oversight and Strategy Lead (100% Remote)

Dawar Consulting•South San Francisco, CA

31d•$80 - $95•Remote

About The Position

The US Medical (USM) Contact Center is a key customer interface, delivering critical medical information and trial information support to HCPs, patients, and population -based decision makers. This role is responsible for overseeing a contact center vendor and ensuring operational excellence while advancing the contact center through continuous improvement, innovation, and alignment with an evolving portfolio.

Requirements

Proven experience overseeing medical contact center operations in pharma/biotech
Strong knowledge of compliance and regulatory requirements
Expertise in vendor management, performance analytics, and service delivery
Ability to lead complex, cross -functional projects in a matrixed environment
Experience with digital CRM systems

Nice To Haves

MBA or graduate degree preferred

Responsibilities

Lead vendor governance, performance oversight, and SLA/KPI management
Ensure audit readiness and compliance with GCP, GVP, and regulatory standards
Oversee budgeting, forecasting, SOWs, and operational resource planning
Drive contact center evolution through AI, automation, and multi -channel digital solutions
Serve as primary point of contact for vendor relationship and issue resolution
Implement continuous improvement and advanced analytics to enhance customer experience