Dawar Consulting, Inc.

Compensation

Full Description

Our client, a world leader in biotechnology and life sciences, is looking for a "US Medical Contact Center Oversight and Strategy Lead (100% Remote)”. Job Duration: Long Term Contract (Possibility Of Extension) Pay Rate : $80/hr - $95/hr on W2 DOE Company Benefits: Medical, Dental, Vision, Paid Sick leave, 401K Duration: Long term contract (Possibility of further extension) 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. Key Responsibilities · 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 Required Qualifications · 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 Education · Bachelor’s degree preferred (business, life sciences, or related field) · MBA or graduate degree preferred If interested, please send us your updated resume at hr@dawarconsulting.com/akansha@dawarconsulting.com