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Job Description

Job Title: Manager, Global Contact Center Operations
Location: Cambridge, MA 02139
Duration: 6+ Months

Hybrid role with WFH 2 or 3 days a week

Job Description

• 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 ***'s future success in making a transformative impact to patients through our vaccines and therapeutics using our mRNA platform.
• *** aspires to be recognized as the most committed innovative and trusted scientific partner by healthcare practitioners and patients to realize the value of ***'s 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.
• *** 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.

• Support contact center operations globally and ensure 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 creation contact center training materials and training of vendor resources to ensure *** 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 & 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
• Will oversee calls and support the oversight of the Contact Center vendor(s) to ensure quality standards for communication are met

• 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
• Understanding of FDA, EU, ICH guidelines and regulations
• Medical info specialist, experience in data bases IRMS (would be nice to have exp in IRMS)

• Advanced degree preferred
• Strong understanding of and adherence to relevant FDA, EU, ICH guidelines and regulations
• Experience in a clinical setting (RN, RD) - (would be nice to have)
• 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 judgement 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.