US Medical Contact Center Oversight and Strategy Lead

Company: US Tech Solutions
Location: South San Francisco
Posted on: February 26, 2026

Job Description:

Job Description Description Working Model: Hybrid (three days onsite, two days remote), open to remote for the right candidate 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 About US Tech Solutions US Tech Solutions is a global staff augmentation firm providing a wide range of talent on-demand and total workforce solutions. To know more about US Tech Solutions, please visit www.ustechsolutions.com. US Tech Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. Recruiter Details Name: Puja Email: puja@ustechsolutionsinc.com Internal Id: 26-02584

Keywords: US Tech Solutions, Rohnert Park , US Medical Contact Center Oversight and Strategy Lead, IT / Software / Systems , South San Francisco, California