Medical Contact Center Oversight and Strategy Lead

Company: SQA Solution
Location: South San Francisco
Posted on: February 17, 2026

Job Description:

Job Description Job Description Type : Contract, W2 only Duration : 9 months Location : South San Francisco, CA (hybrid: three days onsite, two days remote) Pay : $62/hr-$97/hr, DOE Please note that at this time we are unable to sponsor employment authorization (both new and transfer) A leading Global Biotech Company is seeking a Medical Contact Center Oversight and Strategy Lead to be 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. 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. Qualifications: Bachelor's Degree (business management, life sciences or other related discipline) is strongly preferred. 3-5 years of direct experience in a medical contact center environment. 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. Strong understanding of pharmaceutical compliance and regulatory requirements related to medical contact center operations and oversight. 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. Technical Proficiency: Hands-on experience with digital CRM systems. We are an Equal Opportunity employer and welcome talent across all aspects of background, orientation, origin, and identity in an inclusive and non-discriminatory way. Applicants receive consideration without bias and based on the relevant qualifications, talents, skills, experiences, and business needs.

Keywords: SQA Solution, South San Francisco , Medical Contact Center Oversight and Strategy Lead, IT / Software / Systems , South San Francisco, California