Job Description

Job Title: Medical Information and Customer Engagement Lead (Associate Director Level)

Location: Princeton Pike – Hybrid (50% onsite required)

Work Schedule: Weekdays, 8:00 AM – 5:00 PM EST

Position Summary:

This leadership role within the Customer Engagement team focuses on executing the Medical Information (MI) Contact Center strategy, aligning with global medical excellence initiatives. The position oversees MI services, partner/vendor relationships, content maintenance, SRDs, and system/process optimization. The role ensures seamless delivery of high-quality, compliant MI support to healthcare providers, patients, and stakeholders across the U.S. and globally.

Key Responsibilities:

• Strategy Execution: Lead US MI operations (Medical Information, Global Escalations, SRDs, and Variant Content) in line with worldwide medical goals.
• Cross-functional Collaboration: Serve as liaison across WW and US Commercial teams, Field Medical, Safety, Quality, and Business Solutions to support MI services and congress needs.
• Vendor Management: Direct contact center partner operations, including training, quality oversight, process development, reporting, and continuous improvement.
• Team Oversight: Ensure training, quality standards, content updates, escalation management, and system/budgetary alignment are executed efficiently.
• Compliance & Readiness: Support audits, inspection readiness, and deliver operational excellence within budget and timelines.
• Innovation & Service Evolution: Identify opportunities to modernize customer engagement while maintaining compliance and efficiency.

Qualifications & Experience Required:

• PharmD degree
• Minimum 5 years in Medical Information, Contact Center, or a related field
• Proven leadership experience with internal teams and/or outsourced partners
• Strong analytical and problem-solving skills
• Excellent communication and cross-functional collaboration skills
• Familiarity with MI principles, systems, and regulatory compliance

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