Global Contact Center Customer Experience and Operations 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 Customer Experience and Operations Lead to join a dynamic 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, Relentless, Curious, and Collaborative. Willingness to travel internationally when needed. Moderna is pleased to provide you and your family with a comprehensive and innovative suite of benefits, including: Highly competitive and inclusive medical, dental and vision coverage options Flexible Spending Accounts for medical expenses and dependent care expenses Lifestyle Spending Account funds to help you engage in personal enrichment and self-care activities Family care benefits, including subsidized back-up care options and on-demand tutoring Free premium access to fitness, nutrition, and mindfulness classes Exclusive preferred pricing on Peloton fitness equipment Adoption and family-planning benefits Dedicated care coordination support for our LGBTQ community Generous paid time off, including: • Vacation, sick time and holidays • Volunteer time to participate within your community • Discretionary year-end shutdown • Paid sabbatical after 5 years; every 3 years thereafter Generous Paid Leave offerings, including 18 weeks of 100% paid parental leave for all new parents 401k match and Financial Planning tools Moderna-paid Life, LTD and STD insurance coverages, as well as voluntary benefit options Complimentary concierge service including home services research, travel booking, and entertainment requests Free parking or subsidized commuter passes 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. 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. 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. Moderna is a smoke-free, alcohol-free and drug-free work environment. 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 proud to be an equal opportunity workplace and is an affirmative action employer. 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 an E-Verify Employer in the United States. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. Belonging, Inclusion, and Diversity are critical to the success of our company and our impact on society. We’re focused on attracting, retaining, developing, and advancing our employees and believe that by cultivating diverse experiences, backgrounds, and ideas, we can provide an environment where every employee is able to 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 leavesandaccommodations@modernatx.com. (EEO/AAP Employer) - Our Mission and Vision At Moderna we are pioneering the development of a new class of drugs made of messenger RNA (mRNA). This novel drug platform builds on the discovery that modified mRNA can direct the body’s cellular machinery to produce nearly any protein of interest, from native proteins to antibodies and other entirely novel protein constructs that can have therapeutic activity inside and outside of cells. We have a clear mission to propel the field of mRNA science forward and deliver new medicines to patients and a unique vision for how to achieve this mission. Our Mission: To deliver on the promise of transformative messenger RNA (mRNA) science to bring new medicines to patients. Our Vision: To unlock the potential of mRNA by establishing an ecosystem of teams and partners that will work together to develop the broadest possible array of drugs, across diverse therapeutic areas and routes of administration, for serious diseases that are not treatable today. Third Party Staffing Agencies Moderna does not accept unsolicited resumes from any source other than directly from candidates. For the protection of all parties involved in the recruiting process, resumes will only be accepted from recruiters/agencies if a signed agreement is in place at the inception of the recruiting effort and authorized for a specified position. Unsolicited resumes sent to Moderna from recruiters/agencies do not constitute any type of relationship between the recruiter/agency and Moderna and do not obligate Moderna to pay fees if we hire from those resumes. Reasonable Accommodation Notice Moderna will make reasonable accommodations for qualified individuals with known disabilities, in accordance with applicable law. Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act and certain state or local laws. Please inform the company's personnel representative by calling 617-460-9346 or emailing humanresources@modernatx.com if you need assistance completing any forms or to otherwise participate in the application process. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment. Return Home