Executive Director, Customer Service Center Strategy & Ops Leader

39med

Base: $231,900.00 - $365,000.00; bonus/equity: ann...
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Customer service center strategy
Ai-enabled service capability
Regulatory-compliant intake
** The Executive Director, Customer Service Center Strategy & Ops Leader at 39med is responsible for leading a large team across multiple contact centers, focusing on strategy, operational performance, and service modernization. The role emphasizes compliance, customer engagement, and the integration of AI technologies to enhance service delivery. **

Job Summary

  • This role leads the overall US Customer Service Center organization with accountability to direct the strategy and execution of engagements with Healthcare Professionals, Patients, Consumers, and Employees across five contact centers.
  • A defining and expanded component of this role is full ownership of the evolution of the CSC capability stack to be AI‑enabled, modernizing service centers through automation, advanced analytics, digital self‑service, and AI‑enabled customer engagement.
  • The Executive Director serves as the Designated Point of Contact for the US Market and the single source of intake for Adverse Events (AEs), Product Quality Complaints (PQCs), CDT, and product feedback, with executive accountability for FDA‑required follow‑up, audit readiness, and inspection outcomes.

Matching Summary

Match Score: 75

** The Executive Director, Customer Service Center Strategy & Ops Leader at 39med is responsible for leading a large team across multiple contact centers, focusing on strategy, operational performance, and service modernization. The role emphasizes compliance, customer engagement, and the integration of AI technologies to enhance service delivery. **

Salary

Base: $231,900.00 - $365,000.00; Bonus/Equity: Annual bonus and long-term incentive, if applicable; Benefits: Medical, dental, vision, 401(k), paid holidays, vacation, sick days

Skills & Requirements

Must-have

  • Customer Service Center Strategy
  • AI-enabled service capability
  • Regulatory-compliant intake
  • Cross-functional partnership
  • Pharmacovigilance and Quality oversight

Nice-to-have

  • Executive judgment and enterprise leadership
  • Customer-centric service design
  • Talent development and organizational leadership

Key Requirements

  • Minimum 10 years progressive leadership experience
  • Bachelor’s degree required
  • Experience leading large, multi-level organizations
  • Strong understanding of pharmaceutical/healthcare customer engagement
  • Expertise in contact center operations and technologies

Work Rights

Not specified

Tailored Resume

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