Director, Customer Support

Merck & Co.•De Soto, KS

47d•Hybrid

About The Position

At our company Animal Health, we deliver innovative health solutions that advance the prevention and treatment of diseases in animals. We are seeking a Director, Customer Support Services to provide strategic leadership that elevates operational efficiency and drives customer success. Reporting to the Executive Director of Channel Operations and Engagement, this individual will lead a team that will champion cross-functional improvements, project execution, and IT-enabled enhancements to our customer support systems and processes. If you are passionate about boosting customer satisfaction through operational excellence within the channel and have a proven track record in leadership, project management, and partnering with IT, we invite you to join our dynamic team.

Requirements

Proven ability to bridge business and IT—translating operational needs into technical requirements and driving adoption.
Hands-on experience with support technologies (e.g., Salesforce, Genesys), data/reporting, and close collaboration with IT.
Be a visionary for automation for our channel business by driving initiatives that gain automation and efficiency by partnering with IT
Strong cross-functional collaboration skills across Sales, Success, Supply Chain/Logistics, Finance, Product/Engineering, and IT.
Strong technical acumen supporting pre- and post-implementation processes.
During system incidents or service disruptions, lead triage, ensure status updates for customers and internal reps, document impact, and drive post-incident reviews.
Strong technical knowledge and ability to provide support during the sales process and post-sales/implementation phase.
Proficient in order processing, sales information management, and preparing reports to measure success with standardized benchmarks.
Ability to interface between customers and other functions within the organization to ensure seamless service delivery.
Strong leadership skills including but not limited to strategic planning, entrepreneurship, innovation, and business savviness.
Change catalyst with a proven track record in coaching and development, talent growth, and execution excellence.
Bachelor's degree in technology, business management, Project Management and/or related discipline.
10+ year's work experience in Customer Operations focusing on front end customer operations enhancements
During system incidents or service disruptions, lead triage, ensure status updates for customers and internal reps, document impact, and drive post-incident reviews.
Minimum of 5 years of people management experience required
Exceptional leadership and team management skills: • Excellent communication and interpersonal skills. • Analytical mindset with the ability to make data-driven decisions with urgency. • Demonstrated ability to analyze and resolve problems. • Demonstrated ability to lead programs/projects. • Ability to document, plan, market, and execute programs.
Customer Experience (CX)
Customer Experience Design
Customer Experience Management
Digital Customer Experience
Digital User Experience
End User Experience
Front End Sales
Usability Design
Usability Experience
User Experience (UX)
Web Development

Nice To Haves

Information Technology (IT)

Responsibilities

Provide leadership and strategic direction to ensure the highest level of customer support and operational efficiency.
Develop a strategic plan to develop a digital self-service and automation path forward with clear performance targets and governance
Be a visionary for automation for our channel business by driving IT initiatives that gain automation and efficiency
Lead a team that maintains accurate project tracking, customer account records, and supporting documentation.
Act as point for operational escalations; coordinate cross-functional response and customer communications.
During system incidents or service disruptions, lead triage, ensure status updates for customers and internal reps, document impact, and drive post-incident reviews.
Oversee and be accountable for the performance and results of the Customer Support department inclusive of strategy and project management.
Develop and execute functional business plans
Leverage relationships with internal stakeholders and customers to support business needs and enhance customer satisfaction.
Apply business and management expertise to drive financial and operational performance across the Customer Support department.
Direct the resolution of highly complex or unusual customer service-related issues and business problems.
Partner with IT and Regional Operations to drive clear end to end integrations ensuring reliability, data quality, and user adoption to give a best-in-class customer experience
Lead root-cause analysis for system-related customer issues and drive corrective actions with internal stakeholders
Ensure the department achieves its goals by developing and implementing short- and long-term plans that align with the overall North American organization and Animal Health divisional strategies.
Oversee the provision of technical knowledge, advice, and support to sales representatives, resellers, and customers during the sales process and post-sales/implementation.
Lead a team that maintains accurate project tracking, customer account records, and supporting documentation.
Ensure timely completion of work orders to meet customer needs
Foster a customer-centric culture within the business, ensuring that customers receive the best possible service.