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Form of workJob Description
Senior Manager, Global CustomerEngagement & Medical Information Operations
Job Summary:
Job Responsibilities:
Minimum Qualifications:
Preferred Qualifications:
Benefit:
About the Company:
#gtthcr
- Contract Duration 6 Months
- Pay range - $60 to $100/hr
Job Summary:
- This is an exciting time to join as we expand our product reach globally to hundreds of millions of people and experience acceleration in our pipeline and late-phase development, thereby poising for substantial growth in the upcoming years.
- This role will be a key contributor to the future success of making a transformative impact on patients through our vaccines and therapeutics using our mRNA platform.
- Our client aspires to be recognized as the most committed innovative and trusted scientific partner by healthcare practitioners and patients to realize the value of life-saving mRNA therapies and vaccines.
- This role is an exciting opportunity to be a critical part of a dynamic global team in a high-growth organization.
- The Manager, Global Contact Center Operations, will partner with the US business leads to proactively share outcomes from the contact center to inform strategy and understand market dynamics to impact contact center design and activities.
- Our client seeks candidates aligned with its culture centered on bold, collaborative, curious, and relentless values, which enable innovation in mRNA-based vaccines and therapeutics to benefit patients.
Job Responsibilities:
- Senior Manager, Global CustomerEngagement & Medical Information Operations supports contact center operations globally and ensures development, execution, and tracking of metrics and KPIs
- Support the oversight of the Contact Center vendor(s) to ensure quality standards for communication are met
- Monitor operational processes and provide updates to drive efficiency and quality
- Support the creation of contact center training materials and training of vendor resources to ensure the customer needs are met.
- Collaborate closely with our digital team to support best-in-class engagement mechanisms for our customers utilizing the Omnichannel Cloud Contact Center Platform and other supportive digital tools.
- Interact with the key stakeholders in Medical Affairs, Commercial, Clinical Safety and pharmacovigilance, Quality, Tech Dev, Legal, etc. to support the vendor with custom responses, training, and system integrations to optimize Contact Center operations.
- Understand business priorities and support strategies within the contact center
Minimum Qualifications:
- Bachelor's degree
- 3+ years of job-related experience in a call center/contact center
- 2+ years working in the biotech and/or pharma industry
Preferred Qualifications:
- Advanced degree preferred
- Strong understanding of and adherence to relevant FDA, EU, and ICH guidelines and regulations
- Attention to detail, excellent communication skills, and the ability to work independently, escalating risks and issues as appropriate
- Demonstrated success in a fast-paced environment, with the ability to learn on the fly while understanding and solving new problems that require a high level of independent judgment and initiative
- Ability to identify the most efficient and effective way to implement new services
- Skilled at working effectively in a collaborative team environment where results are achieved through influence and the incorporation of multiple points of view
- Ability to organize, prioritize, and work effectively in a constantly changing, ambiguous environment
- Outstanding written and verbal communication skills
- A desire to make an impact as part of a high-growth, transformational company that is Bold, Relentless, Curious, and Collaborative.
Benefit:
- Medical, Vision, and Dental Insurance Plans
- 401k Retirement Fund
About the Company:
- Our client operates as a developer of messenger RNA therapeutics. The company develops and discovers drugs that produce proteins or antibodies inside patient cells. Its pipeline includes various drug modalities such as prophylactic vaccines, therapeutic vaccines, intratumoral immuno-oncology, localized therapeutics, and liver intracellular. Through its mRNA therapeutics platform, it develops and produces human proteins, antibodies, and novel proteins, which help in preventing, treating, and curing diseases. It also develops therapeutics in the areas of infectious disease, rare liver disease, immuno-oncology, and cardiovascular disease.
- Come with us as we pursue the uncharted reaches of possibility and make your mark on the future of medicine.
#gtthcr
