US Medical Contact Center Oversight and Strategy Lead

Job Title: US Medical Contact Center Oversight and Strategy Lead
Location: REMOTE

Type: Contract
Compensation: $90
Contractor Work Model: Hybrid/REMOTE

Job Requirements:
Bachelor’s 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

Additional note:
Strong understanding of Regulatory Compliance within the Medical Contact Center environment.
Years of experience required: 3 to 5 years, with direct experience in a medical contact center environment.

Formatted Job Description :
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.

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

Bachelor’s 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

System One, and its subsidiaries including Joulé, ALTA IT Services, and Mountain Ltd., are leaders in delivering outsourced services and workforce solutions across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.

System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.

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Ref: #568-Clinical