Overview

We are seeking an experienced Manager/Senior Manager – Medical Information Operations to join our team on a 6-month contract. This role will be responsible for leading day-to-day medical information operations, ensuring high-quality responses to medical inquiries, supporting pharmacovigilance and product complaint processes, and driving operational excellence within a highly regulated environment.

About the Role The ideal candidate will have a strong background in Medical Information, Medical Affairs, Pharmacovigilance, or Clinical Operations, along with experience managing cross-functional teams and improving operational processes.

Responsibilities

Medical Information Operations

• Lead the day-to-day operations of medical information services, ensuring timely, accurate, and compliant responses to healthcare professionals, patients, caregivers, and internal stakeholders.
• Manage the intake and handling of medical information inquiries, including complex or escalated cases.
• Support adverse event and product complaint identification, documentation, and reporting in accordance with regulatory requirements.
• Monitor service levels and operational performance to ensure contractual and quality expectations are consistently achieved.

Quality & Compliance

• Ensure compliance with global regulatory requirements and company policies related to medical information, pharmacovigilance, and product complaint handling (FDA, EMA, MHRA, ICH, and other applicable regulations).
• Review and maintain Standard Response Documents (SRDs), FAQs, and other medical information content.
• Support internal and external audits, inspections, and quality initiatives, including implementation of corrective and preventive actions (CAPAs).
• Promote continuous quality improvement through regular monitoring, coaching, and process enhancements.

Operational Excellence

• Oversee case management workflows, documentation, and reporting within medical information and safety systems.
• Track operational KPIs such as response timelines, case quality, first-contact resolution, and customer satisfaction.
• Analyze operational data to identify trends and recommend process improvements.
• Collaborate with internal stakeholders and external vendors to optimize service delivery and operational efficiency.

Cross-Functional Collaboration

• Partner with Medical Affairs, Pharmacovigilance, Regulatory Affairs, Quality, and Commercial teams to ensure alignment on medical information processes.
• Participate in cross-functional projects, process improvement initiatives, and implementation of new technologies or operational enhancements.
• Support knowledge management and continuous improvement initiatives across the organization.

Team Leadership

• Provide day-to-day leadership, coaching, and guidance to medical information specialists and support staff.
• Assist with onboarding, training, performance management, and professional development.
• Foster a collaborative, compliant, and customer-focused team culture.
• Support resource planning and workload management to ensure effective service delivery.

Qualifications

• Advanced degree in Life Sciences, Pharmacy, Nursing, Medicine, or a related healthcare discipline (PharmD, MD, RN, MSc, PhD, or equivalent).
• 7–10 years of experience in Medical Information, Medical Affairs, Pharmacovigilance, Clinical Operations, or a related function.
• Minimum of 3–5 years of people leadership or operational management experience within Medical Information or contact center operations.
• Strong understanding of global regulatory requirements governing medical information, adverse event reporting, and product complaint handling.
• Experience working with medical information and/or pharmacovigilance systems.
• Strong analytical, communication, stakeholder management, and project coordination skills.
• Ability to manage multiple priorities in a fast-paced, highly regulated environment.

Preferred Skills

• Experience supporting global or multi-regional medical information operations.
• Experience managing outsourced service providers or vendor relationships.
• Certification in Project Management, Quality Management, or Pharmacovigilance (e.g., PMP, ISO, or equivalent).
• Familiarity with digital technologies, AI-enabled medical information solutions, or chatbot implementations.
• Experience working with multilingual teams or global service delivery models.

Contract Details Position: Manager / Senior Manager – Medical Information Operations

Employment Type: 6-Month Contract

Location: Remote

Start Date: Immediate / As Soon As Available

We are committed to diversity and inclusivity in our hiring practices and encourage applications from all qualified individuals.