Director, Customer Service Management

Job Description

The Director of the Customer Service Management leads the overall Customer Service Management (CSM) team which has responsibility to drive, manage and implement remote two-way customer service engagements. The CSM team manages customer, consumer and employee service interactions across communication channels such as digital, social, chat, phone and mail for all product/vaccine and company information requests. The CSM team also serves as the designated point of contact for the intake of adverse events, and product quality complaints for the U.S. market.

The CSM Director position is a critical role, which has primary responsibility for leading the contact center strategy, and oversight of the execution, and operations of the customer service engagements of the contact centers (e.g. National Service Center) which service our Company's customers, consumers, and employees for the enterprise wide U.S. market.

Primary Responsibilities:

• Develop and execute contracts with third party suppliers, establish and achieve key performance measurements and outcomes, budgetary responsibilities, delivery of training, ensure standard operating procedures are maintained and followed, operational oversight and delivery of the desired customer experience.

• Lead team responsible for collaborating with internal stakeholders (i.e. marketing, legal, medical affairs, manufacturing, research) across the company to develop and execute contact center strategies. This includes the development/execution of all customer/consumer/employee communications (across multiple channels), efficient/effective processes and procedures, and the delivery of the desired customer experience. Management of escalated customer requests to resolution and sharing the contact center customer insights/feedback with internal stakeholders for developing/implementing enhancements.

• Manage direct reports responsible for regulatory compliance in the management of adverse experience and product quality complaint intake reporting by the contact center (the contact center serves as the primary point of contact for all U.S. AE and PQC reporting). This also includes internal and external pharmacovigilance and regulatory audits/inspections.

• Lead the development and oversee the execution of the contact center strategy. This includes the development and execution of new and innovative capabilities to enhance our value proposition, and to optimize operations.

• Manage direct reports responsible for standard operating procedures, development/execution of training curriculum, delivery of the desired customer experience, ongoing evaluation to identify and execute operational efficiencies, and operational effectiveness.

Education Requirement:

• Bachelors Degree (BA/BS)

• Masters Degree preferred

Required Experience and Skills:

• Minimum 10 years of customer service/sales experience

• Scientific/clinical knowledge of pharmaceutical and vaccine products

• Expertise in contact center technology, operations, and capabilities

• Excellent communication; written, verbal & presentation skills

• Strategic thinking

• Vendor management experience

• Regulatory expertise in pharmacovigilance and complaint reporting

• Strong interpersonal and effective collaboration skills

• Customer centric focus with customer care experience

• Ability to optimize operations and champion change

• Process oriented and attention to detail

• Experience and success in cross-functional leadership and teamwork

• People management experience

• Organizational knowledge across the company

Our Human Health Division maintains a “patient first, profits later” ideology. The organization is comprised of sales, marketing, market access, digital analytics and commercial professionals who are passionate about their role in bringing our medicines to our customers worldwide.

Who we are …

We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.

What we look for …

Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us—and start making your impact today.

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Residents of Colorado

Click here to request this role’s pay range.

HHDI2021

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.

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Poster

EEOC GINA Supplement​

OFCCP EEO Supplement

Pay Transparency Nondiscrimination

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.

Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, 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:

Relocation:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Shift:

Valid Driving License:

Hazardous Material(s):

Number of Openings:

Requisition ID:R129942