Medical Contact Center Oversight and Strategy Lead

DAWAR CONSULTING INC

Oversight lead for US Medical Contact Center within a biotech firm. Managing vendor performance and leading digital initiatives in operational excellence.

Posted 7/11/2026contractRemote • California • 🇺🇸 United StatesSenior💰 $96 per hourWebsite

Tech Stack

Tools & technologies

Google Cloud Platform

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

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.

Benefits

Comp & perks

Medical
Dental
Vision
Paid Sick leave
401K

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Budget ManagementPerformance AnalyticsResource PlanningProcess ImprovementRegulatory Compliance

Soft Skills

Excellent CommunicationProject ManagementStakeholder Engagement

Certifications

Bachelor's DegreeMaster's DegreeMBA