Mineralys Therapeutics - Associate Director/Director, Medical Information & Pharmacovigilance Contact Center Operations

• Vendor Oversight & Governance • Act as the primary business owner and day-to-day liaison for the outsourced Medical Information Contact Center vendor, managing the operational relationship across the full scope of services.Lead regular governance meetings with the vendor, tracking action items, escalations, deliverables, and continuous improvement initiatives. • Monitor vendor performance against contractual key performance indicators (KPIs) and service level agreements (SLAs), proactively identifying and resolving gaps in quality or timeliness. • Oversee onboarding, ongoing training, and product/process knowledge transfer for vendor staff, ensuring alignment with company-specific requirements. • Coordinate change orders, scope adjustments, and budget tracking in partnership with Vendor Management and Finance as call volumes and program needs evolve. • Serve as the central point of contact connecting the contact center vendor with the separate Pharmacovigilance/Safety vendor to ensure a coordinated, closed-loop cross-vendor workflow. • Manage the distribution of vendor-generated activity reporting and metrics to key internal stakeholders, ensuring timely and accurate communication. • Medical Information Operations • Oversee end-to-end medical inquiry intake, triage, documentation, and fulfillment for healthcare professionals (HCPs) and consumers received via phone, email, and other channels. • Manage the Scientific Response Letter (SRL) fulfillment process, including the intake and handling of Medical Information Request Forms (MIRFs) submitted by Medical Science Liaisons (MSLs), ensuring timely status updates, version and document control, and a closed-loop communication process that provides visibility back to the original requestor. • Define and maintain Tier 1 (standard/basic) versus Tier 2 (complex) inquiry handling and clear escalation pathways into the internal Medical Affairs team. • Partner with Scientific/Medical Communications to ensure approved responsedocuments, standard response letters, and publications are current and accessible to the vendor. • Support development and maintenance of the Medical Information SOP, FAQs, standard or custom response letters and MI fulfillment training materials.Pharmacovigilance & Safety Intake • Ensure the vendor's accurate recognition, documentation, and timely transfer of adverse event (AE) reports to the Pharmacovigilance/Safety function in accordance with agreed timelines and regulatory requirements. • Oversee the secure end-to-end transfer of call center safety data to PV for case processing and regulatory reporting, including reconciliation processes to confirm receipt of each case. • Coordinate the intake and routing of product quality complaints (PQCs), including batch/lot traceability capture, with escalation to Mineralys Quality Assurance. • Ensure call center processes support compliant adverse event intake, follow-up activities, and the transfer of information required for downstream PV case processing, MedDRA coding, and regulatory reporting. • Ensure a clear, compliant separation and handoff of responsibilities between contact center intake and downstream PV case processing. • Systems Integration • Partner with IT and the vendor to ensure seamless integration of the contact centerworkflow with the Med Affairs and Med Info technology stack (e.g. Med Affairs Veeva CRM, MedComms, PromoMats), including MIRF routing and close-loop casecompletion. • Ensure Pharmacovigilance system workflows are integrated with the call center workflows. • Coordinate system and integration testing with call center provider and Mineralys resources. • Systems Integration • Compliance, Quality & Reporting • Ensure all contact center activities are conducted in a compliant, inspection-ready manner consistent with GVP, GCP, GMP, applicable regulatory requirements, and internal SOPs. • Maintain a strict separation between Medical and Commercial activities and information in all reporting and documentation. • Support vendor audits and internal, client, and regulatory inspections, including readiness activities and CAPA follow-up. • Develop and deliver routine performance reporting and executive summaries on contact center metrics, inquiry trends, and safety reconciliation for leadership review. • Maintain and continuously improve program-specific procedural documents, governing documents, and quality monitoring plans in collaboration with Quality.