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United Kingdom EPM Scientific Full timeABOUT THE ROLE The Director, Global Regulatory Affairs will be responsible for developing, implementing, and advising on global regulatory strategies for development programs to secure and maintain market access for product(s) in line with business objectives.DESCRIPTION OF THE ROLE• Provide high level strategic and operational regulatory direction and...
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Director, Regulatory Customer Care
2 months ago
This position is part of the Global Regulatory & Compliance team.
In this role, you will have the opportunity to:
- As part of the Global Regulatory Compliance management team, have accountability of operational oversight in a high-volume customer service setting focused on expert delivery of regulatory technical support
- Facilitate continuous improvement of Regulatory Customer Care operational processes, documentation libraries, dashboards and reports, and software systems, including managing SalesForce Data Center (SFDC) customer response ques and metrics
- Lead, manage, coach and inspire a team of regulatory subject matter experts, ensuring performance, development, and global coverage
- Engage directly with customers and strategic account leaders to proactively resolve customer queries and manage escalations
- Analyze customer feedback and support metrics to identify areas for improvement and implement actionable solutions
- Drive alignment with regulatory, quality, program team, and other business leaders to ensure compliance with global regulatory requirements.
The essential requirements of the job include:
- MBA and/or Masters in life sciences, engineering, or related discipline
- Direct management of customer-facing technical support teams in a regulated environment
- Strong operation management experience using Lean and agile methodologies
- Effective communication and problem-solving skills for managing complex customer-facing issues, develop technical support leaders and associates, and liaise affectively with cross-functional teams
It would be a plus if you also possess previous experience in:
- Hands on experience with contemporary Lean and Agile management frameworks
- Expertise software systems for customer Technical Support in regulated environments, including SalesForce Data Center (SFDC), SmartSheet, and others