Role overview

Qualifications

Bachelor's degree in Business, Life Sciences, Healthcare, or a related field (Master's/MBA preferred)
Proven experience managing or overseeing a Medical Contact Center within the pharmaceutical industry
Strong vendor management, stakeholder engagement, and operational leadership experience
Knowledge of GCP, GVP, pharmacovigilance, and regulatory compliance

Responsibilities

Oversee day-to-day operations and governance of the US Medical Contact Center vendor
Monitor vendor performance, KPIs, SLAs, and drive continuous process improvements
Ensure compliance with GCP, GVP, regulatory requirements, and audit readiness
Manage budgets, forecasting, resource planning, SOWs, and operational governance

Key facts

Remote from: California (USA)
Fixed term
Senior (5-10 years)
Call Center Agent
English

Hard skills

Vendor Management Organizational Leadership Digital Transformation Regulatory Compliance Medical Supply Management gRPC Pharmacovigilance Microsoft Dynamics CRM Performance Analytics Policy Governance Artificial Intelligence Continuous Improvement Process Project Management Stakeholder Engagement

Other skills

Budgeting
Communication

About the company

DAWAR CONSULTING INC

Hrtech: Human Resources + Technology

DAWAR CONSULTING, a trusted name in IT Professional Services and Staff Augmentation, delivers innovative Workforce solutions to support our clients business needs and growth strategy.Our Professional Services practice includes – Pre & Post Implementation of Workday (HCM & Financial platform) and ServiceNow (ITSM, Digital Transformation, and Helpdesk). We are committed to deploying industry standard tools and services from evaluation, design, implementation, testing, integration, and post go-live support. Our Staffing Services practice includes - Nearshore, Offshore and On-Demand Talent Management; Contingent Staffing, Permanent Hire and Managed Services SOW's for both domestic and international clients.

Company details

Company typeSME

IndustryHrtech: Human Resources + Technology

Company size51 - 200

Links

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Job description

Our client, a world leader in biotechnology andgene therapy, is looking for an “US Medical Contact Center Oversightand Strategy Lead (100% Remote)”.

Job Duration: LongTerm Contract (Possibility Of Extension)

Pay Rate : $96/hr on W2

Company Benefits: Medical, Dental,Vision, Paid Sick leave, 401K

Seeking an experiencedprofessional to oversee the US Medical Contact Center vendor and driveoperational excellence across Medical Information, Adverse Event Intake, TrialInformation Support, and Compassionate Use programs. This role is responsiblefor vendor governance, performance management, compliance, financial oversight,and leading digital transformation initiatives, including AI-enabled customerservice solutions.

Key Responsibilities

Oversee day-to-day operations and governance of the US Medical Contact Center vendor.
Monitor vendor performance, KPIs, SLAs, and drive continuous process improvements.
Ensure compliance with GCP, GVP, regulatory requirements, and audit readiness.
Manage budgets, forecasting, resource planning, SOWs, and operational governance.
Partner with internal stakeholders to align contact center strategy with evolving business needs.
Lead digital transformation initiatives, including AI, automation, CRM optimization, and multi-channel engagement.
Analyze operational metrics and implement strategies to enhance customer experience and operational efficiency.

Required Qualifications

Bachelor's degree in Business, Life Sciences, Healthcare, or a related field (Master's/MBA preferred).
Proven experience managing or overseeing a Medical Contact Center within the pharmaceutical industry.
Strong vendor management, stakeholder engagement, and operational leadership experience.
Knowledge of GCP, GVP, pharmacovigilance, and regulatory compliance.
Experience with CRM platforms, performance analytics, budgeting, and service governance.
Excellent communication, project management, and continuous improvement skills.

If interested, pleasesend us your updated resume at

hr@dawarconsulting.com/akansha@dawarconsulting.com