Skip to main content

Search Jobs

Find your next opportunity today.

US Medical Contact Center Oversight and Strategy Lead

South San Francisco, CA 94080

Posted: 02/05/2026 Employment Type: Contract Industry: Quality and Regulatory Affairs Job Number: 12525 Pay Rate: $62.00 - $97.00 Remote Friendly: Hybrid

Job Description

Our client is a leading biotechnology company that discovers, develops, manufactures and commercializes medicines to treat patients with serious or life-threatening medical conditions. They are among the world's leading biotech companies, with multiple products on the market and a promising development pipeline.

Position Overview:

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.  As we transition from a functional intake model to a best-in-class, future-ready center of excellence, we are seeking a strategic leader to help drive this transformation.

Key Responsibilities:
  • Strategic Vendor & Performance Management
    • Partner with leadership to set strategy, objectives, and governance for USM contact center operations
    • Lead the governance, performance oversight, and continuous improvement of external partners to ensure service delivery meets contractual, quality, compliance, and customer experience expectations.
    • Establish and monitor KPIs, conduct regular business reviews, manage issue resolution, and drive alignment with evolving business priorities.
  • Operational Oversight.
  • Relationship Management: Serve as the primary point of contact for USM vendor, overseeing day-to-day operations
  • Performance Analytics: Expertly oversee vendor to ensure delivery aligns with organizational standards and contractual SLAs.
  • Quality & Compliance: Ensure all activities remain fully compliant with GCP, GVP, and regulatory requirements by maintaining audit-readiness plans, managing risk mitigation strategies, and overseeing business continuity processes to prevent service disruptions.
  • Financial & Operational Governance: Lead end-to-end business management, including budgeting, forecasting, and resource planning, while overseeing SOWs and formal oversight plans.
  • Strategic Evolution & Digital Transformation
  • Digital Evolution: Lead the shift toward a technology-first approach, identifying opportunities for AI and automation to streamline medical inquiries.
  • Innovation & Agility: Lead the adoption of multi-channel digital solutions and advanced analytics to ensure the contact center remains at the forefront of the evolving healthcare landscape.

Job Requirements

Skills & Competencies:
  • Customer Centricity: A deep passion for ensuring a best-in-class experience at every touchpoint.
  • Strategic Problem Solving: Ability to drive action through ambiguity and design solutions that balance compliance, cost, and customer experience.
  • Outstanding interpersonal skills with a strong track record of building strong and sustainable relationships with internal and external partners/stakeholders
  • Agility: A fast learner capable of running complex projects with minimal direction in a highly matrixed environment.
  • Project Leadership: Proven track record of managing multiple high-stakes projects simultaneously with excellence.
  • Strong understanding of pharmaceutical compliance and regulatory requirements related to medical contact center operations and oversight.

Education & Experience
  • Bachelors Degree (business management, life sciences or other related discipline) is strongly preferred
  • Graduate-level Degree is preferred (e.g., MBA or other related discipline)
  • Medical Contact Center Expertise: Proven experience in medical contact center oversight within the pharmaceutical industry setting, with a track record of success in driving performance improvements and achieving business objectives.
  • Technical Proficiency: Hands-on experience with digital CRM systems

Meet Your Recruiter

Jay Hite
Recruiter, Account Manager

As a Recruiter at Compass, Jay enjoys meeting job seekers and helping them to find new and exciting opportunities. He enjoys the process of getting to know candidates and learning all about their experience and what their future goals are. Jay feels the excitement of his candidates and is passionate about helping to find a fit both culturally and professionally. 

When Jay isn’t working, he enjoys bike rides, trying out new foods, tequila tasting and watching movies.  

Apply Online

Send an email reminder to:

Share This Job:

Related Jobs:

Login to save this search and get notified of similar positions.

About South San Francisco, CA

Ready to take the next step in your career journey? Explore our job opportunities in the vibrant area surrounding South San Francisco, California! Known for its proximity to the iconic Golden Gate Bridge and the bustling tech hub of Silicon Valley, this region offers unrivaled growth potential and a dynamic work environment. With a unique blend of culture, including the renowned SFMOMA art museum, the lively Castro District, and delectable cuisine like the famous sourdough bread at Boudin Bakery, South San Francisco is the perfect place to thrive professionally while enjoying the beauty of nearby parks like Golden Gate Park and the breathtaking views of the Pacific Ocean. Join us in discovering the endless possibilities for your career in this enchanting region!