Customer Interaction Operations Support Specialist (277659)

Job Description

Job Description

"All candidates must be directly contracted by ASK Consulting on their payroll and cannot be subcontracted. We are unable to provide sponsorship at this moment".

Job Title: Customer Interaction Operations Support Specialist

Duration: 6 months
Location: East Hanover, NJ 07936 (Hybrid)

Pay Rate: $50 - $55/hr. On W2

Job Description:

• The Customer Interaction Operations Support Specialist provides operational and compliance-driven support for Clients Educational Events, partnering closely with Customer Interaction Operations Lead to ensure program execution aligns with Clients policies and regulatory standards. 
• This role serves as a key operational resource for the field, supporting sales representatives, addressing program-related inquiries, navigating event platforms, and reinforcing adherence to approved processes. 
• The specialist plays a critical role in managing compliance escalations, supporting financial and reporting activities, and driving consistency across education event execution.

Major Accountabilities:

Educational Event Operational Support

• Provide day-to-day operational support for Educational Events. 
• Act as a key support resource for sales representatives and internal stakeholders on program setup, execution, and requirements. 
• Support the end-to-end event lifecycle in coordination with 3rd party agencies and internal stakeholders.

Compliance & Escalation Management:

• Review and triage compliance escalations from 3rd party agencies and internal stakeholders. 
• Assess alignment with Clients Educational Event policies and escalate as needed. 
• Provide proactive guidance to prevent compliance risks. 
• Track and analyze escalation trends and reinforce adherence to compliance requirements.

Field & Stakeholder Support

• Serve as a frontline support contact for sales teams. Respond to program questions related to execution, compliance, event setup, and close out. Provide guidance on portal usage and policy requirements. Develop FAQs and training materials to improve field effectiveness as needed.
• Invoicing & Financial Administration
• Validate and process program-related invoices, ensuring accuracy and completeness of documentation. Track and reconcile expenses and support budget monitoring and reporting. Prepare financial summaries and assist with cost optimization initiatives.

Data & Reporting

• Generate reports on educational event activity, compliance trends, presenter utilization and other presenter bureau metrics as requested. Provide insights to support operational decision-making and identify areas for improvement.
• Technology & Portal Support
• Support adoption and effective use of event management platforms. 
• Troubleshoot user issues and guide stakeholders on proper execution within the system. Identify opportunities to improve user experience.

Policy & Process Documentation

• Support development and maintenance of policies, processes, and training materials. Ensure alignment with Clients standards and translate policies into practical guidance.
• Continuous Learning
• Stay current on compliance updates, speaker program best practices, and system enhancements. Share insights to improve operational effectiveness.

Education, Experience & Qualifications:

• Bachelors degree in business administration, marketing, life sciences, healthcare administration, or a related field preferred but not required.
• Minimum 4 years of experience supporting pharmaceutical speaker programs or educational events.
• Experience in compliance, financial tracking, reporting, and stakeholder support.
• Familiarity with HCP engagement guidelines and event management platforms.

Competencies:

• Attention to detail and organizational skills
• Analytical and problem-solving abilities
• Collaboration and teamwork
• Strong communication skills
• Adaptability and learning agility
• Integrity and commitment to compliance
• Initiative and continuous improvement mindset
• Technical proficiency

About ASK : ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.