Job Description

Job Title: Medical Information and Customer Engagement Lead

Location: Township, NJ 08648

Work Model: Hybrid

Schedule: Monday–Friday, 8:00 AM–5:00 PM

Pay Range: $50–61/hr (W2)

Position Summary

The Medical Information and Customer Engagement Lead is responsible for providing strategic and operational oversight for Medical Information (MI) contact center activities. This role plays a key part in ensuring high-quality Medical Information delivery by overseeing partner operations, managing global escalations, maintaining MI content, and enhancing the overall customer engagement experience. The ideal candidate will collaborate closely across multiple functional teams to ensure compliance, efficiency, and continuous improvement of MI processes.

Key Responsibilities

Customer Engagement & MI Strategy

• Execute U.S. Medical Information and Customer Engagement strategy, including global escalations and variant content maintenance.
• Align operational activities with broader organizational goals and customer engagement objectives.

Cross-Functional Collaboration

• Partner with internal teams such as Medical Content, Field Medical, Commercial, Safety, Quality, and Business Solutions.
• Ensure complex MI inquiries from healthcare professionals and patients are addressed accurately and efficiently.
• Provide MI support for congress booths and events as needed.

Customer Interaction and Relationship Management

• Serve as the relationship lead for U.S. Commercial partners to manage complex customer interactions.
• Ensure high-quality customer information services are delivered consistently.

Contact Center Operations Oversight

• Oversee day-to-day operations of external supplier/partner teams.
• Lead MI partner training and onboarding.
• Support process development, system enhancements, and procedural documentation.
• Prepare and deliver performance insights, dashboards, and reports.
• Participate in audits, inspections, and inspection readiness activities.
• Support telephony design and process optimization.

Quality & Compliance

• Monitor performance of MI partners to ensure adherence to quality standards, SLAs, and regulatory requirements.
• Identify operational gaps and lead continuous improvement initiatives.
• Ensure documentation, content maintenance, and MI processes remain compliant and up to date.

Leadership & Team Oversight

• Support training plans for new and existing products.
• Maintain oversight of quality processes, content lifecycle management, escalation workflows, and systems/tools.
• Contribute to budget planning and operational deliverables.

Qualifications & Experience

• PharmD required
• Minimum 3 years of experience in Medical Information, Contact Center operations, or a related field
• Strong understanding of Medical Information principles, workflows, and regulations
• Prior experience leading teams or managing external suppliers
• Excellent communication and cross-functional relationship-building skills
• Ability to analyze performance metrics and drive process improvements
• Strong decision-making, problem-solving, and innovation skills

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian's platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals. Dexian's brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit to learn more. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status

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