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Job Details

Merck & Co, Inc

Process & Systems Director | Medical Affairs Omni-Channel

Science and Research

Medical Illustrator


North Wales, Pennsylvania, United States

Job Description

Our Global Medical & Scientific Affairs teams are passionate about bringing our medicines and vaccines to our customers around the world. Through digital & engagement channels, we are able to understand our customers’ needs and strive to provide solutions to meet them.

The Director Process and Systems, Medical Operations, Global Omni-Channel (Dir, PS) is a role within Global Medical and Value Capabilities (GMVC) in Global Medical and Scientific Affairs (GMSA) that reports directly to the Sr. Director, Medical Operations, Process and Systems Lead.

As customer expectations and the environment in which we operate evolves, it is essential that we continuously refresh our omnichannel strategy and rapidly explore new ideas that drive a seamless customer experience.

The Dir, PS Omnichannel is an integral member of the GMVC Medical Operations team serving as a subject matter expert around Medical Affairs Omni-Channel Integrated Processes and Systems and is held accountable for assisting and driving strategy and execution of the Omni-Channel vision.

The Director, PS Omnichannel Strategy & Operations Lead is responsible to define the vision and overall strategic imperatives to transform our omnichannel capabilities to be best-in-industry in delivering the desired customer experience. This role must be able to lead both horizontally and vertically within the organization, including integrating with Sr. Leaders in all Business Units, as well as enterprise functions to ensure strategy is aligned to key enablers.

Primary Responsibilities

Omnichannel Strategy

  • Define vision and overall strategic imperatives to transform our omnichannel capabilities to deliver the desired customer experience that differentiates our company in the industry

  • Partner with other GMSA teams across operations, therapy areas and regions to identify, develop, and evolve omnichannel capabilities to support the desired customer experiences

  • Prioritize digital channels based on preferred customer experiences

  • Identify data and research requirements to inform development and evolution of omnichannel customer experiences

  • Research, ideate, and drive strategic initiatives with a focus on enhancing the customer experience through Omnichannel Capabilities; identify scope, and impact and develop robust business cases to gain stakeholder and leadership alignment

  • Evaluate the evolving needs of customers, business and field medical liaisons through stakeholder and customer feedback, healthcare, and industry trends. Identify and stay current on industry trends, to identify strategic opportunities for development within our enterprise and apply industry leading mindset to work

Omnichannel Capability Roadmap Development & Management:

  • Lead development of centralized omnichannel roadmap by gathering input from stakeholders

  • Coordinate with operations teams to plan and execute the omnichannel roadmap across channels

  • Support identification of initial use cases, provide data to build the business case and secure buy-in around initiatives

  • Responsible for implementation and execution of roadmap, including managing overall status, risks, dependencies; provide regular updates to stakeholders for alignment and feedback

  • Engage with impacted stakeholders and governance bodies to champion and build understanding of in flight and future state omnichannel programs

  • Lead Omnichannel initiatives and programs as appropriate

Stakeholder & Team Management

  • Communicate the vision, strategic imperatives, and value of capabilities to stakeholders, inclusive of Sr. Leaders

  • Collaborate with cross functional teams within our company's Research Labs division and other divisions and technology teams, strategy consulting and other vendor partners

  • Serve as omnichannel expert and upskill team members and organization around omnichannel strategy and vision

  • People Mgt & Development - Establish and manage development plans for direct reports and coach them to grow their capabilities, enable long term career growth, and achieve organizational goals. This role will start as an individual contributor but will build a team over time as appropriate


  • Budget planning and management, as appropriate

  • This is not an extensive, comprehensive listing of job functions. May perform other duties as assigned, including management of vendor services and/or contracted support.

Position Location: Upper Gwynedd, PA or Rahway, NJ with hybrid work model (combination of in-office/work from home).


  • Bachelor's degree or relevant work experience

  • Desired: Master's degree

Working Knowledge and Skills

  • Minimum of 10+ years in life sciences or relevant field

  • Relevant experience creating and executing Omnichannel digital strategy that optimizes overall customer experience to drive business results.

  • Leadership that serves to catalyze how our company engages differently with customers in impactful & compliant ways

  • Demonstrated strategic thinking, problem solving, analytical critical thinking and planning skills

  • Demonstrated success in vendor management

  • Demonstrated success in advancing capabilities across organizational functions

  • Strong collaboration, organizational and communication skills

  • Proficient at leading diverse cross functional teams with and without formal authority and effectively engaging senior management

  • Demonstrated strength to function and influence others effectively in a fast-paced, ambiguous environment, with frequently changing priorities

  • Strong business acumen with ability to translate complex concepts clearly and concisely to broad audiences.

  • Financial and budget management skills

Preferred knowledge and Skills

  • Director Level of Medical Affairs

  • Omnichannel specific to Medical Affairs

We are a research-driven biopharmaceutical company. Our mission is built on the simple premise that if we “follow the science” that great medicines can make a significant impact to our world. We believe that a research-driven enterprise dedicated to world-class science can succeed by inventing medicine and vaccine innovations that make a difference for patients across the globe.

Who we are …

We are known as Merck & Co., Inc., Rahway, 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.


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.

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Click here to request this role’s pay range.


Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

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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:

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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.

Under New York City, Washington State and California State law, the Company is required to provide a reasonable estimate of the salary range for this job. Final determinations with respect to salary will take into account a number of factors, which may include, but not be limited to the primary work location and the chosen candidate’s relevant skills, experience, and education.

Expected salary range:

$175,440.00 - $276,200.00

Available benefits include bonus eligibility, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days. For Washington State Jobs, a summary of benefits is listed here.

Learn more about your rights, including under California, Colorado and other US State Acts

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:



No relocation

VISA Sponsorship:


Travel Requirements:


Flexible Work Arrangements:



1st - Day

Valid Driving License:


Hazardous Material(s):

Requisition ID:R231138