Executive Director, Customer Service Center Strategy & Ops Leader

Muckelab

Base: $231,900.00 - $365,000.00; bonus/equity: eli...
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Ai-enabled customer engagement
Regulatory-compliant intake
Pharmacovigilance and quality oversight
** The Executive Director, Customer Service Center Strategy & Ops Leader at Muckelab is responsible for overseeing the US Customer Service Center operations, focusing on strategy, compliance, and modernization through AI integration. The role demands strong leadership within a regulated environment, ensuring high-quality customer interactions across multiple channels. **

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.
  • 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 Muckelab is responsible for overseeing the US Customer Service Center operations, focusing on strategy, compliance, and modernization through AI integration. The role demands strong leadership within a regulated environment, ensuring high-quality customer interactions across multiple channels. **

Salary

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

Skills & Requirements

Must-have

  • AI-enabled customer engagement
  • Regulatory-compliant intake
  • Pharmacovigilance and Quality oversight
  • Cross-functional collaboration
  • Service modernization and automation

Nice-to-have

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

Key Requirements

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

Work Rights

Not specified

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