Global Contact Center Operational Excellence Lead

The Role

Moderna is on a mission to be the most innovative and trusted scientific partner in the healthcare industry, dedicated to realizing the full potential of Moderna’s life-saving mRNA therapies and vaccines. As we expand our global reach, we’re seeking a Global Contact Center Operational Excellence Lead to join a dynamic, global team. This role will drive contact center operations with vendors across all regions, lead innovative operational initiatives and work closely with other functions to deliver exceptional customer service.

We are looking for candidates who embody our core values- bold, collaborative, curious, and relentless. These values are the driving force behind our innovation and enable us to deliver life-saving vaccines and therapeutics to patients globally.

Joining Moderna now is a unique opportunity to be at the forefront of our expansion and to play a vital role in the acceleration of our development pipeline. Your contributions will be instrumental in shaping Moderna's future. Based in Cambridge, MA, this position offers the chance to contribute significantly to Moderna's growth and to make a meaningful impact on patient care through our mRNA platform.

Here’s What You’ll Do

• Develop and execute the contact center operational strategy across all customer contact channels, including medical, commercial, clinical, and general inquiries, while ensuring consistency and efficiency in processes and practices across all regions.

• Enhance customer satisfaction and agent performance by implementing best practices in workforce management, quality assurance, and training, and by managing vendor relationships to meet service level agreements (SLAs).

• Implement a continuous improvement framework for contact center operations, utilizing regular internal auditing and feedback loops to optimize processes and leverage data-driven insights for operational enhancements, including AI-Agent augmentation or self-service tools.

• Collaborate with cross-functional stakeholders to align contact center operations with broader business objectives, ensure the availability of necessary training resources, and integrate global and local regulatory and compliance requirements.

• Define and monitor quality standards for customer interactions and CRM documentation in partnership with the Contact Center Quality & Compliance lead, ensuring adherence to training and operational excellence.

• Prepare for and act as the lead during audits or health authority inspections related to Contact Center operations and drive operational consistency and effectiveness as the leader of the geographically distributed operations team.

• Mentor and develop Contact Center operations employees, contractors, and service providers, fostering a culture of continuous learning and alignment with company goals.

Here’s What You’ll Need (Minimum Qualifications)

• Bachelor’s degree in Business Administration, Communications, or a related field.

• 10+ years of job-related experience in Call Center/Contact Center operations, with at least 5 years in a senior leadership role managing teams and global operations.

• Experience with Lean, Six Sigma, or other continuous improvement methodologies.

• Strong understanding of and adherence to relevant FDA, EU, ICH guidelines, and regulations.

• Proven ability to manage multiple workstreams and major initiatives simultaneously.

• Demonstrated experience in partnering with business stakeholders across geographies and functions to inform global process design and execution.

Here’s What You’ll Bring to the Table (Preferred Qualifications)

• Advanced degree in a relevant field.

• Prior experience in Biotech or Pharma Contact Center operations is highly advantageous.

• Proficiency in cloud-based Contact Center systems such as AWS Connect and Salesforce, demonstrating a strong aptitude for digital tools and platforms.

• Dynamic leadership qualities with a results-driven approach and a strong risk tolerance for operational and digital transformation initiatives.

• Advanced problem-solving skills and excellent organizational capabilities, with the ability to thrive in a fast-paced environment.

• Exceptional verbal and written communication skills, with the ability to articulate complex concepts clearly and effectively.

• A ‘digital first’ mindset, with a commitment to leveraging technology for continuous improvement and innovation.

• Ability to effectively collaborate and drive initiatives in a dynamic, global, and cross-functional environment.

• A desire to be part of a high-growth, transformational company that values being Bold, Relentles