Manager – Technology Implementation Specialist, Global Medical Information

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Job Description:

  • The specialist leads change management initiatives, builds stakeholder relationships, manages implementation budgets and timelines, and ensures technology investments achieve intended business outcomes across multiple affiliate teams.
  • Lead technology implementation projects that drive measurable improvements in customer experience, operational efficiency, and cost effectiveness across multiple affiliate contact centers.
  • Partner with affiliate business leadership to understand strategic objectives and translate them into technology implementation roadmaps aligned with organizational priorities.
  • Define and track key performance indicators (KPIs) to measure implementation success including customer satisfaction scores, response time improvements, call deflection rates, and operational cost savings.
  • Conduct business case assessments and cost-benefit analyses to support implementation decision-making and prioritization.
  • Build and maintain strong relationships with affiliate business leaders, contact center managers, and operational teams to ensure alignment and buy-in throughout implementation lifecycle.
  • Analyze current-state business processes and identify opportunities where technology can improve operational efficiency and customer experience.
  • Partner with affiliate leadership to understand local business context, customer demographics, operational challenges, and strategic priorities.

Requirements:

  • Bachelors
  • Minimum 2 years' experience in Contact Center or AI Technology
  • Qualified applicants must be authorized to work in the United States on a full-time basis.
  • Strong business acumen with understanding of contact center operations and customer experience metrics.
  • Experience with change management, stakeholder engagement, and organizational adoption strategies
  • Knowledge of contact center technologies (voicebot, chatbot, IVR, CRM systems)
  • sufficient to guide business discussions and implementation decisions
  • Strong analytical skills to translate business requirements into implementation requirements
  • Proven ability to lead change initiatives and drive organizational adoption of new technologies.
  • Customer-centric mindset with focus on delivering solutions that improve end-user experience.
  • Experience working across cultures and time zones in a global organization.
  • Understanding of pharmaceutical business operations and regulatory environment.

Benefits:

  • eligibility to participate in a company-sponsored 401(k)
  • pension
  • vacation benefits
  • eligibility for medical, dental, vision and prescription drug benefits
  • flexible benefits (e.g., healthcare and/or dependent day care flexible spending accounts)
  • life insurance and death benefits
  • certain time off and leave of absence benefits
  • well-being benefits (e.g., employee assistance program, fitness benefits, and employee clubs and activities)
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