Associate Director, Customer Engagement and Medical
Vor 4 Tagen
The Role
Moderna aspires to be recognized as the most committed innovative and trusted scientific partner by healthcare practitioners and patients to realize the value of Moderna’s life-saving mRNA therapies and vaccines. This role is an exciting opportunity to be a critical part of a dynamic global team in a high growth organization. The A ssociate Director, Customer Engagement and Medical Information Operations - EMEC, will partner with business leads to proactively share outcomes from the contact center to inform strategy and understand market dynamics to impact contact center design and activities.
This is an exciting time to join Moderna as we expand our product reach globally to hundreds of millions of people and experience acceleration in our pipeline and late phase development, thereby poising Moderna for substantial growth in the upcoming years. This role will be a key contributor to Moderna’s future success in making a transformative impact to patients through our vaccines and therapeutics using our mRNA platform.
Here’s What You’ll Do
Lead contact center operations for EMEC and ensure development, execution, and tracking of metrics and KPIs
Proactively manage regional Contact Center vendors to ensure quality standards for communication are met
Monitor operational processes and lead updates to drive efficiency and quality
Ensure contact center operators have the necessary training and resources to appropriately meet our customer needs
Collaborate closely with our digital team to support best in class engagement mechanisms for our customers
Partner with the key stakeholders to share relevant intelligence coming from the contact center and action next steps from that partnership including additional content creation with partners from within the Contact Center
Understand business priorities and enable strategies within the contact center to support those priorities
Be the point of contact for EMEC audits or inspections and be able to articulate the operations within the contact center
Ability to travel 20% of the time
Here’s What You’ll Need (Minimum Qualifications)
Advanced scientific degree (MD, PhD, PharmD)
8+ years of relevant experience in a customer service, contact/cell center, operations or other relevant customer facing or relationship management roles
Prior experience working in a Life Sciences, Pharmaceuticals or Biotech industry
Experience in defining and writing training content, user guides, work instructions, and SOPs
Experience working with EMEC, ICH and France Exploitant rules and regulations
Here’s What You’ll Bring to the Table (Preferred Qualifications)
Strong written and verbal communication skills in English and French
Advanced degree preferred
Attention to detail, excellent communication skills, and the ability to work independently, escalating risks and issues as appropriate
Demonstrated success in a fast-paced environment, with the ability to learn on the fly while understanding and solving new problems that require a high level of independent judgement and initiative
Ability to identify the most efficient and effective way to implement new services
Skilled at working effectively in a collaborative team environment where results are achieved through influence and the incorporation of multiple points of view
Ability to organize, prioritize, and work effectively in a constantly changing, ambiguous environment
A desire to make an impact as part of a high-growth, transformational company that is Bold, Relentless, Curious, and Collaborative
Ability to travel up to 20% of the time
Moderna offers personalized benefit programs and well-being resources as unique as our global workforce so employees can do their best work.
We recognize and appreciate your diverse needs and interests and do our best to support you at work and at home with:
Quality healthcare and insurance benefits
Lifestyle Spending Accounts to create your own pathway to well-being
Free premium access to fitness, nutrition, and mindfulness classes
Family planning and adoption benefits
Generous paid time off, including vacation, bank holidays, volunteer days, sabbatical, and a discretionary year-end shutdown
Educational resources
Savings and investments
Location-specific perks and extras
The benefits offered may vary depending on the nature of your employment with Moderna and the country where you work.
About Moderna
In over 10 years since its inception, Moderna has transformed from a research-stage company advancing programs in the field of messenger RNA (mRNA), to an enterprise with a diverse clinical portfolio of vaccines and therapeutics across seven modalities, a broad intellectual property portfolio in areas including mRNA and lipid nanoparticle formulation, and an integrated manufacturing plant that allows for rapid clinical and commercial production at scale. Moderna maintains alliances with a broad range of domestic and overseas government and commercial collabora
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