Customer Interaction Operations Support Specialist

Position Title:

Customer Interaction Operations Support Specialist Work Location:

East Hanover, NJ 07936

Assignment Duration:

6

Months Position Summary:

The Customer Interaction Operations Support Specialist provides operational and compliance-driven support for Educational Events, partnering closely with Customer Interaction Operations Lead to ensure program execution aligns with The Organization 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. Key Responsibilities

• 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.
• Review and triage compliance escalations from 3rd party agencies and internal stakeholders.
• Assess alignment with 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.
• 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.
• 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.
• 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.
• 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.
• Support development and maintenance of policies, processes, and training materials.
• Ensure alignment with The Organization standards and translate policies into practical guidance.
• Stay current on compliance updates, speaker program best practices, and system enhancements.
• Share insights to improve operational effectiveness. Qualification & Experience
• Bachelor's 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.