Associate Director, Customer Operations

MSD•Rahway, NJ

1d•Hybrid

About The Position

We deliver innovative health solutions that advance the prevention and treatment of diseases in people and animals. Within the Animal Health Division, we are seeking an Associate Director, Customer Operations, to provide strategic leadership that elevates operational efficiency and drives customer success across our US Animal Health enterprise. Reporting to the Executive Director of Business Operations, this individual will lead a team that will champion cross-functional process improvements, project execution, Regional Operations and IT enhancements to ensure our customers have a successful engagement and experience with our Animal Health division. If you are passionate about operational efficiency, strategy and execution through leadership and cross-collaboration, we invite you to join our dynamic team.

Requirements

Bachelor’s degree in technology, business management, Project Management and/or related discipline.
5-10 years of experience with back-end customer operations, including post sale support, issue resolution, internal process management, leadership, project management.
Minimum of 3 years of people management experience required.
Strong leadership skills including but not limited to strategic planning, operational/process acumen, innovation and business savviness.
Change catalyst with a proven track record in coaching and development, talent growth, and execution excellence.
Excellent communication and interpersonal skills.
Proven ability to bridge business and IT—translating operational needs into technical requirements and driving implementation/adoption.
Proficient with developing standard operating procedures, project objectives and status and change management plans
Hands-on experience with support technologies (e.g., Salesforce Cloud Services, SAP, eCommerce sites) data/reporting, and close collaboration with IT.
Strong cross-functional collaboration skills across Sales, Marketing, Customer Service, Finance, Order to Cash and IT.
Ability to lead triage, ensure status updates for customers and internal reps, document impact, and drive post-incident reviews during system incidents or service disruptions.
Strong technical acumen supporting pre- and post-implementation processes.
Proficient in order processing, sales/customer data management, operational management and process excellence
Client Service Excellence
Customer Interactions
Customer Satisfaction
Customer Service
Customer Service Operations
Customer Service Resolution
Leadership
Post-Sales Support
Process Management
Team Development

Nice To Haves

Current Employees apply HERE
Current Contingent Workers apply HERE
US and Puerto Rico Residents Only: Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.
As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.
As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.
For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights EEOC GINA Supplement
We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.
Learn more about your rights, including under California, Colorado and other US State Acts
U.S. Hybrid Work Model Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.
San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance
Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance
Search Firm Representatives Please Read Carefully Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
Employee Status: Regular
Relocation: No relocation
VISA Sponsorship: No
Travel Requirements: 10%
Flexible Work Arrangements: Hybrid
Shift: 1st - Day
Valid Driving License: Yes
Hazardous Material(s): N/A

Responsibilities

Provide leadership and strategic direction to ensure your team provides the highest level of customer operational efficiency and execution.
Act as point person for operational escalations; coordinate cross-functional solutions/recommendations and customer communications.
Develop and leverage relationships with internal/external stakeholders (i.e. IT, Customer Service, Order to Cash, 3rd Party Data Providers and Sales/Marketing) and customers to support business needs and enhance customer satisfaction.
Provide leadership and knowledge to resolving highly complex or unusual customer service-related issues and business problems.
Lead or support new enhancements to process/platforms that impact your team and end customers.
Develop strategic plans to develop or evolve processes/platforms ensuring data reliability/quality, scalability and business rules to ensure a best-in-class customer experience.
Ensure strategic plans align with Regional and Divisional goals and priorities.
Develop key team performance metrics and ensure team is meeting or exceeding those measures.
Lead root-cause analysis for system-related customer issues and drive corrective actions with internal stakeholders.
Stay current on Customer Operation impacting trends or industry shifts.
Foster a customer-centric culture within the business and your team, ensuring that customers receive the best possible service.

Benefits

The salary range for this role is $114,700.00 - $180,500.00 This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.
We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits .
You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee).

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