Medical Information & Customer Solutions, Director of Operations
The Medical Information & Customer Solutions Director of Operations has two main responsibilities :
Lead the development of new Gilead Corporate Call Center with a third party, manage the vendor that operates the call center, and drive initiatives to improve the experience of customers who contact Gilead through local and toll-
free phone lines in the United States. Responsible for enabling operational excellence within the Medical Information Department.
Key responsibilities include identifying and developing solutions to improve efficiencies and reduce risk across the department.
In addition, the Director will lead efforts to ensure inspection readiness, develop and maintain functional policies and procedures, quality assurance, measuring operational effectiveness, and manage the operations staff.
Routine responsibilities may include :
Lead functional process improvement initiatives from project initiation through implementation and monitoring by utilizing appropriate process management methodologies
Managing vendors who provide Medical Information and / or Call Center Services
Lead and oversee cross functional activities to ensure application of appropriate process standards
Work closely with multiple departments to harmonize processes, tools, and documents across multiple regions and countries
Updating and ensuring compliance to Gilead standard work practices and operating procedures
Identify areas for operational efficiencies and areas of risk
Developing and communicating metrics for other internal departments
Developing policies and procedures and developing & leading any relevant training for Medical Information personnel and relevant cross-
functional business partners
Develops and applies complex and often long term strategies to promote global alignment across medical information geographies
Developing and implementing a quality assurance plan for key Medical Information & Call Center activities
Knowledge / Skills
Excellent leadership, interpersonal, and verbal and written communication skills
Strong communication skills and ability to navigate through ambiguity
Ability to build strong relationships and have a customer focused mindset
Strong ability to partner effectively in a matrix organization and influence cross-functionally at various levels.
Experience in independently facilitating and leading cross-functional teams through analysis planning and decision making
Previous experience leading projects and change management activities
Proven track record in working in a dynamic, cross-functional environment
Highly self-motivated and able to perform multiple tasks in a timely fashion
Excellent project management, analytical, strategic-thinking, and problem-solving skills
Knowledge of applicable regulations regarding the dissemination of medical information, drug promotion and adverse event and product quality complaint reporting
Specific Education and Experience Requirements
MS / MA and 10 years of relevant experience required
Minimum of 10 years of experience in the pharmaceutical industry, with a minimum of 8 years of experience in Medical Information, Medical Communications, Call Center, or Customer Service is required.
Minimum of 5 years line management experience
Advanced scientific or medical degree (MD, PhD, Pharmacy, RN or equivalent) is preferred.