Director, Customer Care

MSD•Omaha, NE

1d•Hybrid

About The Position

The Director of Customer Care is a key position in our company transforming our Customer Care organization. This role is responsible for elevating customer experience by evaluating and evolving our customer care model, which has been scaled alongside business growth and acquisitions. The incumbent will ensure internal and external customer journeys are seamless—enabled through a single point of entry and a customer-centric team delivering personalized, high-value interactions aligned to customer attributes. This leader will ensure that people, processes, systems, and third-party resources are harmonized and simplified to deliver end-to-end transparency, aligned KPIs, and consistently high customer satisfaction. In parallel, the role will oversee vendor partnerships supporting Customer Care, including contract employees and outsourced services, ensuring efficiency, compliance, and cost optimization. The role will define, create, and lead the implementation and execution of innovative strategies that deliver a consistent, trusted service experience for our company's Animal Health customers. To create competitive advantage and drive revenue growth through engaged customers, this role will champion the customer experience. This role will report to the Executive Director, Channel Operations and Engagement and is accountable for ensuring the Customer Care team and all supporting channel groups meet customer service needs. This position oversees the operations and leaders for Direct Vet and Monitoring, Channel Partners, Large Direct Customers, Key Customer Accounts, ID Tags and Pet Owners. As we continue to evolve our operating model to support future growth, this role will also optimize the mix of internal and external resources, ensuring vendor performance, contract compliance, and budget discipline. The leader will develop and inspire a team of leaders, bring unity to new and existing teams, drive upskilling and reskilling, and promote best-practice sharing to deliver a seamless, unified customer experience. This role partners closely with Marketing, Finance, Business Service Center (BSC), Procurement, Legal, IT, Compliance and other functions to ensure operational excellence, fiscal accountability, and scalable service delivery.

Requirements

Bachelor’s Degree required; master’s degree or MBA preferred
Extensive experience leading customer care operations within SAP or comparable enterprise systems
Minimum of 10 years of Customer Care / Service experience
Minimum of 10 years of people management experience, including oversight of contract or outsourced resources
Strong strategic leadership and organizational transformation capability
Advanced financial acumen, including budget ownership, forecasting, and vendor spend management
Demonstrated ability to manage complex vendor relationships and third-party contracts
Proven track record of building and leading high-performing teams
Ability to influence senior stakeholders and drive enterprise-wide decisions
Strong relationship and account management skills
Expertise in customer communication planning and service strategy
Advanced written and verbal communication skills
Strong computer proficiency, including MS Office (Excel emphasized) and web-based applications
Approximately 25% travel required
Demonstrate Ethics & Integrity
Drive Results
Focus on Customers
Making Rapid, Disciplined Decisions
Act with Courage & Candor
Foster Collaboration
Business & Financial Acumen
Working Across Boundaries
Strategic Thinking
Project Management
Productive Communication
Problem Solving
Customer and Market Insights
Strategic Business Management
Product Knowledge & Portfolio Management
Account Management
Customer Engagement
Market Access
Customer Experience (CX)
Customer Management
Customer Order Fulfillment
Customer Success Strategies
Leadership
People Management
Pharmaceutical Industry
Problem Solving
Salesforce (Software)
SAP Enterprise Resource Planning (ERP)

Responsibilities

Shape the long-term strategy and operating model of the Customer Care organization, including make/buy workforce decisions and vendor utilization strategy
Define and execute policies and procedures that enable an enthusiastic, holistic, and effective customer service experience
Identify and lead initiatives to improve technology, systems, policies, and partner models to enhance both customer experience and employee/contractor retention
Collaborate cross-functionally to design and implement scalable solutions that balance service quality, cost, and operational risk
Leverage extensive SAP experience to navigate systems, particularly in support of customer service operations, vendor management, and financial tracking
Make recommendations on practical project solutions related to SAP and operational efficiency
Provide data-driven insights on KPIs and standardized business metrics, taking corrective action as needed
Manage dashboards and executive-level reporting
Develop and implement methods to capture, assess, and analyze customer feedback across the full customer journey
Manage vendor relationships supporting Customer Care, including third-party service providers and contract labor partners
Oversee annual contractor spend forecasting, budget planning, and ongoing cost management in partnership with Finance
Review, negotiate (in partnership with Procurement and Legal), and maintain contracts and annual purchase orders for third-party vendors
Ensure vendor performance, service-level adherence, compliance with contractual terms, and alignment with business objectives
Identify opportunities to optimize vendor spend, drive efficiency, and reduce operational risk
Oversee multiple management layers across Omaha, NE and Dallas, TX – develop direct and indirect team members to build talent, diversity, and capabilities while driving strong performance
Participate in the recruitment of industry-leading talent, including decisions related to internal hiring versus contract resources
Proactively evolve culture through ongoing feedback, coaching, and performance monitoring
Serve as a member of the Livestock Leadership Team; partner with peers and senior stakeholders to champion a shared strategy, mission, and purpose
Partner across functions to ensure objectives, tactics, and long-term strategies are aligned and executed to achieve business goals
Ensure plans, actions, and decisions do not negatively impact our company's species or business units
Own and manage the Customer Care operating budget, including headcount, contractor spend, and vendor costs
Inspire and mentor direct reports to drive accountability and results
Support associate directors in systems, operations processes, customer relations, and issue resolution (as an escalation point)
Assist in hiring, training, and deployment of Customer Care Representatives to meet performance and service requirements