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

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

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

vendor managementperformance analyticsservice deliverybudgetingforecastingSOWsoperational resource planningAIautomationdigital CRM systems

Soft Skills

leadershipissue resolutioncross-functional project managementcommunicationcontinuous improvement