Senior Manager, Global Call Center Operations
SubjectWell is a venture-backed technology startup on an unstoppable mission to disrupt patient recruitment for clinical trials, a $100 billion dollar sector. Clinical trials need millions of qualified patient volunteers, but regularly fall behind schedule because patients are unaware of the benefits of clinical trials or even how to get involved. SubjectWell was founded by two entrepreneurs on their third successful startup finding consumers and matching them with opportunities in digital marketplaces. SubjectWell is transforming patient recruitment with the creation of the first and only clinical trials marketplace. We broadly educate people on the benefits of research participation and allow interested patients to choose from and be screened against multiple clinical trials in the marketplace. Since 2012, SubjectWell’s high-touch approach has helped over 115 pharmaceutical and biotech companies find qualified patients in over 175 therapeutic areas.
SubjectWell is looking for exceptional people, who are passionate about their field of expertise. Your work will build an innovative healthcare startup that is helping patients access promising care and is speeding the delivery of new medical treatments to the world.
Here is your chance to really make a difference, both in your career and in the lives of millions.
About the Position
SubjectWell is hiring a Senior Manager, Global Call Center Operations who will play a key role in the growth and support of our global operations. In collaboration with the Vice President of Global Operations, this individual will be responsible for developing the strategy to drive improvement and growth of our call center operations. This is an excellent opportunity to join our team as a strategic leader in Patient Recruitment to truly help shape and build our global operations.
Our Patient Recruitment Team is the first point of contact, speaking to thousands of patients a day from diverse backgrounds across the globe who typically are not aware of clinical trials or how to get started. Whether patients are healthy or have a chronic condition, our goal is to match patients with clinical trial opportunities by educating them on the benefits of clinical trial participation and holding their hand through the process.
The Senior Manager, Global Call Center Operations will partner with cross-functional teams to build a transparent, impactful, and collaborative Patient Recruitment on a global scale. This individual will also play a key role in developing processes and framework needed to build out additional foreign operations.
Responsibilities and Duties
- Develop and establish division goals, accelerate our patient engagement and communication model to drive overall performance.
- Define & implement a strategy to improve patient experience and engagement, scale multiple teams, develop talent and improve retention - all to enhance patient value.
- Participate in the development of roles, enhancement of tools, and assessment of call center effectiveness and efficiency.
- Implement growth strategy and develop new processes as necessary to enhance global call center performance.
- Build collaborative relationships with global call center leadership team that fosters productive partnerships and encourages process improvement.
- Prepare reports and analyze contact center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
- Participate in the strategic oversight of the Patient Recruitment Team, developing tools and assessing call center effectiveness and efficiency.
- Work closely with the Vice President of Global Operations to develop and best-fit improvement plans as well as make recommendations and needed adjustments based on employee and patient feedback.
- Act as the voice of patients, championing change and improvements across the patient experience.
Qualifications and Skills
- 7+ years of current experience in management within a call center
- 3+ years of current experience managing large teams and building structure and processes
- Desire to tackle complex challenges and transform them into solutions.
- Proven ability in managing multiple priorities, with the ability to work in a fast-paced environment.
- Ability to form solid cross-functional relationships and influence others to drive to a common goal.
- Strong organizational, problem-solving and analytical skills.
- Demonstrated strategic and impactful leadership with global support teams in highly collaborative environments.
Perks & Benefits
SubjectWell hires incredibly talented and driven people who make us better. We strive to create an amazing workplace by investing in our employees. From our no cost, fully paid medical/dental/vision benefits for you and your entire family, our employer-funded HRA accounts, and our unlimited PTO - we value your wellbeing. And with employee stock options and 401(k) with 3% employer contribution (no matching required), we are dedicated to your future.
SubjectWell is committed to providing an enriching culture for all. From family lunches, company outings and a fully stocked kitchen, to generous parental leave benefits and a relaxed work environment - we aim to support our employees.
For more in-depth information on what it’s like to work at SubjectWell, as well as a comprehensive list of our benefits and perks, visit http://www.subjectwell.com/work-with-us.