VP Contact Center & Capability Development

Role Summary

The Contact Center Strategy & Capability Development Lead will build IQVIA’s global contact center strategy from vision definition, to strategic planning and execution. The global strategy will focus on extending IQVIA’s best in class approach while also enabling our contact center business to effectively scale and meet the ebbs and flows in demand.

The role will be inclusive of market analysis, contact center product development and product management, marketing, and sales support.

The leader partners with executives across the portfolio of IQVIA products and services ranging from Clinical (Research & Development and Real World Solutions) to Commercial (Technology and Commercial Solutions) to understand customer contact center needs, and develop a roadmap for enhancing existing contact center capabilities

The lead will also ensure effective standards of contact center request fulfillment by establishing and maintaining best practice processes from contact center standup through ongoing optimization globally.

Responsibilities

• Responsible for packaging the ongoing contact center service delivery processes for commercialization, implementation, and communication
• Lead the transformation of IQVIA’s contact center capabilities across the various businesses and regions, including End User Support, Field Sales & HCP Support, Patient Engagement, Site and Clinical Support to ensure that contact center offerings are market competitive
• Evangelize the vision & long-term strategy for IQVIA’s global contact center capabilities
• Advance innovation and market leading approaches to contact center capability development
• Lead Executive-Level Steering Committee Meetings to ensure relevant and timely socialization and decision-making by the Executive Team
• Help define and build an organization to drive the continuous development of contact center capabilities across IQVIA
• Maintain alignment with IQVIA product and offerings to enable Product/Service feedback loops

Skills                                                                                                                  

• New Feature Definition and Product Development Support
• Strong program management of complex large cross-functional project / programs
• Expertise in multi-country, multi-language end-to-end implementation
• Strong executive presence and experience presenting to executive level stakeholders
• Relationship building
• Client commercial strategy
• Expertise in building new teams and working in hybrid org structures

Target Candidate Background

• 15+ years professional experience
• Prior contact center and/or customer engagement experience
• Prior IQVIA experience preferred
• Life sciences or healthcare industry knowledge preferred

• Work from home scenarios will be considered

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At IQVIA, we believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. The advanced analytics, technology solutions and contract research services we provide to the life sciences industry are made possible by our 67,000+ employees around the world who apply their insight, curiosity and intellectual courage every step of the way. Learn more at jobs.iqvia.com.

IQVIA is an EEO Employer - Minorities/Females/Protected Veterans/Disabled

IQVIA, Inc. provides reasonable accommodations for applicants with disabilities.  Applicants who require reasonable accommodation to submit an application for employment or otherwise participate in the application process should contact IQVIA’s Talent Acquisition team at workday_recruiting@iqvia.com to arrange for such an accommodation.