Executive Director, Customer Service Center Strategy & Ops Leader

Imsapharma Com Ar

Base: $231,900.00 - $365,000.00; bonus/equity: eli...
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Customer service center strategy
Operations leadership
Ai-enabled service modernization
** The Executive Director, Customer Service Center Strategy & Ops Leader at Imsapharma Com Ar is a senior leadership role responsible for directing the strategy and execution of customer service engagements across multiple contact centers in the US. The ideal candidate will possess extensive experience in customer service operations within regulated environments, focusing on modernization through AI and compliance with regulatory standards. **

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 Imsapharma Com Ar is a senior leadership role responsible for directing the strategy and execution of customer service engagements across multiple contact centers in the US. The ideal candidate will possess extensive experience in customer service operations within regulated environments, focusing on modernization through AI and compliance with regulatory standards. **

Salary

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

Skills & Requirements

Must-have

  • Customer Service Center Strategy
  • Operations Leadership
  • AI-enabled service modernization
  • Regulatory-compliant intake
  • Pharmacovigilance and safety oversight
  • Cross-functional collaboration

Nice-to-have

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

Key Requirements

  • Minimum of 10 years of progressive leadership experience
  • Bachelor’s degree (BA/BS)
  • Demonstrated experience leading large, multi-level organizations in regulated environments
  • US and Puerto Rico Residents Only

Work Rights

US and Puerto Rico Residents Only

Tailored Resume

Cover Letter