UK Director, US Market Medical Information & WW Operations

Proclinical Staffing; Uxbridge; On-site; GBP 60,000 - 100,000; Full time

Job description

Are you looking to make an impact with your innovation? We are working with a well-established pharmaceutical company to recruit for a Director of US Market Medical Information & WW Operations.

Proclinical is seeking a dedicated professional to lead the strategic design and development of customer engagement and call centre capabilities. This role focuses on optimizing the customer experience within the medical information and customer information sectors. You will be responsible for providing strategic and operational oversight, ensuring alignment with global goals and objectives. This temporary contract position is based in Uxbridge, United Kingdom.

Responsibilities:

• Develop and execute strategies for US customer engagement, including medical information and global escalations.
• Provide strategic leadership to a diverse team, fostering individual and team development.
• Serve as the relationship lead with key matrix functions at both worldwide and market levels.
• Manage complex customer interactions and provide timely, efficient service.
• Lead innovative service evolution while adhering to budgets and timelines.
• Ensure operational effectiveness through process maintenance and adherence.
• Deliver performance reports and insights to stakeholders.
• Participate in inspection readiness and audits.
• Oversee supplier budget and telephony design.
• Monitor team performance against quality metrics and identify improvement opportunities.
• Oversee training plans, quality oversight, content maintenance, and escalation support.

Key Skills and Requirements:

• Advanced degree in Pharmacy (PharmD) or related field.
• Experience in medical information or contact center management.
• Strong leadership skills with experience managing diverse teams.
• Excellent communication skills and ability to build cross-functional relationships.
• Ability to analyze performance against quality measures and metrics.
• Strong innovation, decision-making, and problem-solving skills.