"Retail pharmacy backgrounds will not be considered." Job Title: Medical Information and Customer Engagement Lead (Associate Director Level) Location: Princeton Pike, NJ (Hybrid Must be onsite 50% of the time) Work Schedule: MondayFriday, 8:00 AM 5:00 PM EST Position Summary: We are seeking a highly experienced Medical Information and Customer Engagement Lead at the Associate Director level to lead U.S. medical information services and manage key vendor partnerships for contact center operations. This role plays a pivotal part in delivering high-quality medical information to healthcare professionals and patients, while aligning with global medical excellence strategies. The ideal candidate brings over 5 years of experience in Medical Information and Vendor Management within a biopharmaceutical environment , and possesses strong contact/call center operational expertise . Key Responsibilities: Lead and execute strategy for U.S. Medical Information services, Global Escalations, Variant Content, and Scientific Response Document (SRD) management in alignment with Worldwide Medical Excellence objectives. Serve as the primary relationship manager for U.S. Commercial and Global stakeholders, ensuring delivery of timely, compliant, and high-quality medical information. Manage and oversee day-to-day operations with external contact center partners , including: Partner onboarding and training SOP and process adherence Call center telephony design Issue escalation and resolution Audit readiness and participation Monitor contact center performance and compliance through KPIs and quality metrics; implement continuous improvement initiatives. Provide oversight of internal teams , including: Content creation and maintenance (SRDs and variants) Quality assurance and training plans Budget and system deliverables Collaborate closely with cross-functional partners: Medical Affairs, Field Medical, Commercial, Safety, Quality, and IT teams, both globally and in the U.S. Required Qualifications: PharmD required Minimum 5 years of Medical Information experience in the biopharmaceutical industry Minimum 5 years of Vendor Management experience in a biopharma setting Strong Contact/Call Center management experience Excellent cross-functional communication and leadership skills Proven track record of analyzing metrics , driving operational improvements, and leading projects to execution Strong decision-making, innovation, and problem-solving capabilities Preferred Skills (Nice to Have): Experience supporting congress booths or external medical events Familiarity with inspection readiness and regulatory compliance within Medical Information Experience with global matrix team collaboration Additional Information: Work Environment: Office/Hybrid Onsite Requirement: Must be onsite at Princeton Pike location 50% of the time Travel: Not required Reports to: Executive Manager based in the UK Contract Role: Yes (W2 or C2C depending on vendor arrangement) Important Note: Candidates must meet all required qualifications listed above. Candidates with retail pharmacy experience only will not be considered.