Medical Contact Center Operations Manager
Location:
South San Francisco, CA
Work Model:
Hybrid (3 days onsite / 2 days remote); remote candidates may be considered for the right experience.
Interview Process:
Two virtual interviews (30-minute first round, 60-minute second round)
Position Overview
The Medical Contact Center Operations Manager is responsible for overseeing the day-to-day operations and strategic direction of a medical contact center supporting healthcare professionals (HCPs), patients, and other healthcare stakeholders. This role provides leadership for vendor management, operational excellence, compliance, and continuous improvement while helping transform the contact center into a best-in-class, technology-enabled center of excellence.
The ideal candidate will have pharmaceutical medical contact center experience, strong vendor management expertise, and a proven ability to lead operational improvements through digital transformation and process innovation.
Key Responsibilities
Strategic Vendor & Performance Management
- Partner with leadership to establish strategy, governance, and operational objectives for contact center services.
- Oversee outsourced vendor performance across multiple support functions, including:
- Medical Information
- Adverse Event Intake
- Clinical Trial Information Support
- Compassionate Use Programs
- Patient transportation coordination for clinical trial participants
- Establish and monitor key performance indicators (KPIs) and service level agreements (SLAs).
- Conduct regular business reviews and drive continuous improvement initiatives.
- Manage vendor issue resolution and ensure alignment with evolving business priorities.
Operational Leadership
- Serve as the primary business contact for the contact center vendor.
- Oversee daily operations to ensure high-quality customer service and operational efficiency.
- Monitor vendor performance against contractual obligations and organizational standards.
- Ensure appropriate staffing, resource planning, and operational readiness.
Quality, Compliance & Risk Management
- Ensure all operations remain compliant with applicable pharmaceutical regulations and quality standards.
- Maintain audit readiness and oversee compliance monitoring activities.
- Develop and execute risk mitigation strategies.
- Lead business continuity planning to minimize service disruptions.
Financial & Business Management
- Support budgeting, forecasting, and resource planning activities.
- Oversee Statements of Work (SOWs) and vendor governance documentation.
- Monitor operational performance and identify opportunities for cost optimization.
Digital Transformation & Innovation
- Lead initiatives focused on AI, automation, and digital transformation.
- Identify opportunities to improve operational efficiency through technology.
- Drive adoption of multi-channel customer engagement solutions.
- Utilize analytics and reporting to improve customer experience and operational performance.
Required Qualifications
- Proven experience overseeing medical contact center operations within the pharmaceutical industry.
- Experience managing third-party vendors and outsourced contact center operations.
- Strong knowledge of vendor governance, KPIs, SLAs, and performance management.
- Experience leading operational improvement and process optimization initiatives.
- Strong understanding of pharmaceutical compliance and regulatory requirements.
- Excellent project management and organizational skills.
- Strong interpersonal, communication, and stakeholder management abilities.
- Ability to lead multiple complex projects in a fast-paced, highly matrixed environment.
- Experience with digital CRM platforms and customer engagement technologies.
Preferred Qualifications
- Bachelor's degree in Business, Life Sciences, Healthcare, or a related field.
- MBA, healthcare-related graduate degree, or other advanced degree preferred.
- Experience implementing AI, automation, or digital transformation initiatives within customer support operations.
- Background in healthcare, biotechnology, or pharmaceutical organizations.
Core Competencies
- Customer-focused leadership
- Strategic problem solving
- Vendor relationship management
- Operational excellence
- Compliance and risk management
- Project and program leadership
- Digital transformation and innovation
- Performance analytics and continuous improvement
- Cross-functional collaboration
- Adaptability and organizational agility
Nesco Resource provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.
