Associate Director, US Site Payment Operations, Operations Lead

MSD•Rahway, NJ

About The Position

The Associate Director, Site Payment Operations, Operations Lead reports to the Head, Site Payment Operations and leads U.S. site payment execution within Regional Operations. The role is accountable for day-to-day delivery, controls, workforce coordination, service performance, and timely containment of operational issues, ensuring that payments to clinical trial sites are accurate, timely, and compliant. Drawing on U.S. execution experience, the role contributes to the strategic direction of the global site payment process by helping shape global priorities, business rules, controls, functional requirements, and solutions under the direction of the Head, Site Payment Operations. The role partners with Site Budgets & Payments Operational Excellence, regional payment teams, and other functional teams to support a common global payment approach and sustainable process and system improvements.

Requirements

Bachelor’s degree required; scientific, business, or related discipline preferred.
At least five years of clinical research experience in the pharmaceutical or biotechnology industry, including experience in site payments, clinical trial financial operations, or related operations.
Experience with investigator payments, clinical trial financial operations, payment systems, controls, or related financial processes.
Demonstrated ability to lead operational teams, manage capacity and performance, develop talent, and deliver reliable service outcomes in a matrixed organization.
Ability to translate operational needs into business rules, functional requirements, controls, acceptance criteria, and consistent team practices.
Sound judgment in assessing payment risk and operational impact, leading immediate containment and recovery, and escalating systemic issues appropriately.
Ability to use data, operational insight, and stakeholder feedback to manage priorities, improve performance, and support sound decisions.
Strong communication and influencing skills, including ability to explain complex issues and work across functions, systems, and geographies.
Knowledge of GCP/ICH, applicable regulatory requirements, Fair Market Value principles, and compliant clinical trial payment practices.
Support for responsible digital, data-driven, and AI-enabled ways of working.
Required skills include adaptability, business requirements analysis, clinical trials operations, competency management, cross-cultural awareness, decision making, delivery management, escalation management, Good Clinical Practice (GCP), industry regulation, operations management, payment administration, people leadership, performance improvements, and team organization.

Nice To Haves

An advanced degree is a plus.

Responsibilities

Lead U.S. site payment execution and translate global capability direction, business rules, priorities, and controls into consistent day-to-day operations.
Own U.S. delivery performance across assigned teams, including payment timeliness and accuracy, backlog management, control execution, capacity, and service outcomes.
Ensure the integrity and effectiveness of U.S. payment operations across interconnected systems, including transaction integrity, exception management, reconciliations, and synchronization of payment records.
Lead, coach, and coordinate payment operations teams by establishing accountabilities, workload priorities, performance expectations, and workforce readiness.
Monitor operational data, service measures, controls, and stakeholder feedback; identify performance variations and take corrective action within execution authority.
Communicate with sites, study teams, Finance, Tax, IT/Technology, and other stakeholders regarding payment timelines, risks, dependencies, and service issues.
Lead immediate containment, recovery, and stakeholder communication when U.S. payment operations fail or services are disrupted.
Diagnose execution issues, resolve issues within operational control, and document and transition systemic process, policy, data, or technology issues to the appropriate owner for permanent resolution.
Escalate material risks, recurring failures, capacity constraints, and decisions requiring capability-level direction to the Head, Site Payment Operations; recommend strategic priorities or global changes when warranted by regional execution experience.
Contribute payment subject-matter expertise, execution insights, operational data, and regional perspectives to inform the global site payment process under the leadership of the Head, Site Payment Operations.
Partner with Site Budgets & Payments Operational Excellence, regional payment teams, IT/Technology, Finance, Tax, and other stakeholders to evaluate global payment scenarios, shape process and system solutions, support approved changes and their operational adoption, and validate effectiveness across regional contexts.