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Senior Manager, Global Contact Center & Medical Information Operations

BioSpace
Cambridge, MA
The Role

Moderna aspires to be recognized as the most committed innovative and trusted scientific partner by healthcare practitioners and patients worldwide. This role is an exciting opportunity to be of a dynamic global team in a high growth organization. The Senior Manager, Global Contact Center Operations & Medical Information (GCC & MI), will oversee Contact Center vendors to ensure seamless customer service, compliant Medical Information (MI) processes, and operational alignment across global workflows.

In partnership with leadership, this individual will lead or support GCC & MI initiatives and cross-functional projects spanning Medical Affairs, Clinical Operations, Commercial, and Franchise teams. The focus will be on enabling high-quality patient and healthcare professional engagement, ensuring scientific accuracy, supporting new market launches, and synthesizing engagement insights for global and local stakeholders.

Success in this role will require strong cross-functional collaboration, attention to compliance and quality standards, and the ability to scale operations as Moderna’s pipeline grows across regions and therapeutic areas. As Moderna advances its mRNA platform to serve hundreds of millions globally, this role represents a unique opportunity to help shape a best-in-class contact center and medical information model that supports patients, healthcare professionals, and the broader healthcare ecosystem.

Here’s What You’ll Do

  • Adapt GCC/MI functional plans and priorities to meet short-term service and/or operational objectives, ensuring alignment with strategic priorities across regional markets (US, CA, Japan, LATAM, EMEA, APAC).
  • Manage day to day activities across GCC/MI vendor partners to deliver high quality, compliant, and efficient customer support.
  • Identify and resolve technical or operational issues; lead or support continuous improvement initiatives to enhance efficiency, quality, and impact.
  • Ensure frontline vendor teams are empowered with the right training, tools and content to support diverse stakeholders—including patients, caregivers, healthcare professionals, healthcare institutions, academia, and government bodies.
  • Monitor KPIs and operational metrics; escalate issues, analyze trends, and partner with leadership to drive root cause analysis and corrective actions.
  • Contribute to the design and future planning of Patient Services capabilities within the Global Contact Center, with a focus on high-touch models for complex therapies (e.g., rare disease and personalized oncology).
  • Collaborate with Medical Affairs, Quality, Pharmacovigilance, Regulatory, Digital, Supply Chain, Marketing, and Commercial teams to ensure aligned content, processes and engagement strategies.
  • Support governance and lifecycle management of scientific and customer-facing content, ensuring accuracy, version control, and compliance across all channels.
  • Partner with Quality and Training teams to define performance standards, review insights, and support coaching and calibration to elevate vendor effectiveness.
  • Tailor MI content and communication approaches to suit regional needs and stakeholder expectations while maintaining high-quality standards.
  • Contribute to the scale-up of the enterprise Contact Center model, adapting processes to support pipeline expansion and product launches globally.
  • Ensure audit and inspection readiness by maintaining inspection-ready documentation, SOPs, and storyboards; provide cross-functional support during internal audits and health authority inspections.

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

  • Bachelor’s degree required
  • Minimum 4 years of experience supporting customers in Medical Information, Medical Communications, or Commercial/Medical contact center operations
  • At least 3 years of experience working in the biotech and/or pharma industry
  • Familiarity with global healthcare systems and stakeholder engagement in a regulated environment

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

  • Advanced degree (PharmD, PhD, MD) preferred
  • Knowledge of EU, FDA, ICH, and other relevant global regulatory and compliance frameworks
  • Prior experience in Patient Services is a plus
  • Attention to detail, excellent communication skills, and the ability to work independently, escalating risks and issues as appropriate
  • Demonstrated success in a fast-paced environment, with the ability to learn on the fly while understanding and solving new problems that require a high level of independent judgement and initiative
  • Ability to identify the most efficient and effective way to implement new services
  • Skilled at working effectively in a collaborative team environment where results are achieved through influence and the incorporation of multiple points of view
  • Ability to organize, prioritize, and work effectively in a constantly changing, ambiguous environment
  • Outstanding written and verbal communication skills
  • A desire to make an impact as part of a high-growth, transformational company that is Bold, Relentless, Curious, and Collaborative.

At Moderna, we believe that when you feel your best, you can do your best work. That’s why our US benefits and global well-being resources are designed to support you—at work, at home, and everywhere in between.

  • Best-in-class healthcare coverage, plus a suite of voluntary benefit programs to support your unique needs
  • A holistic approach to well-being, with access to fitness, mindfulness, and mental health support
  • Lifestyle Spending Accounts to personalize your well-being journey
  • Family planning and adoption benefits
  • Generous paid time off, including vacation, volunteer days, sabbatical, global recharge days, and a discretionary year-end shutdown
  • Savings and investment opportunities
  • Location-specific perks and extras

About Moderna

Since our founding in 2010, we have aspired to build the leading mRNA technology platform, the infrastructure to reimagine how medicines are created and delivered, and a world-class team. We believe in giving our people a platform to change medicine and an opportunity to change the world.

By living our mission, values, and mindsets every day, our people are the driving force behind our scientific progress and our culture. Together, we are creating a culture of belonging and building an organization that cares deeply for our patients, our employees, the environment, and our communities.

We are proud to have been recognized as a Science Magazine Top Biopharma Employer, a Fast Company Best Workplace for Innovators, and a Great Place to Work in the U.S.

If you want to make a difference and join a team that is changing the future of medicine, we invite you to visit modernatx.com/careers to learn more about our current opportunities.

Our Working Model 

 As we build our company, we have always believed an in-person culture is critical to our success. Moderna champions the significant benefits of in-office collaboration by embracing a 70/30 work model. This 70% in-office structure helps to foster a culture rich in innovation, teamwork, and direct mentorship. Join us in shaping a world where every interaction is an opportunity to learn, contribute, and make a meaningful impact.

Moderna is a smoke-free, alcohol-free, and drug-free work environment.

Equal Opportunities

Moderna is committed to equal employment opportunity and non-discrimination for all employees and qualified applicants without regard to a person's race, color, sex, gender identity or expression, age, religion, national origin, ancestry or citizenship, ethnicity, disability, military or protected veteran status, genetic information, sexual orientation, marital or familial status, or any other personal characteristic protected under applicable law.Moderna is a place where everyone can grow. If you meet the Basic Qualifications for the role and you would be excited to contribute to our mission every day, please apply!

Moderna is an E-Verify Employer in the United States. We consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Accommodations

We’re focused on attracting, retaining, developing, and advancing our employees. By cultivating a workplace that values diverse experiences, backgrounds, and ideas, we create an environment where every employee can contribute their best.

Moderna is committed to offering reasonable accommodations to qualified job applicants with disabilities. Any applicant requiring an accommodation in connection with the hiring process and/or to perform the essential functions of the position for which the applicant has applied should contact the Accommodations team at [email protected]. 
Posted 2025-09-29

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