Associate Director, Acceleration & Insights Operations

Serves as the day-to-day bridge between brand teams and the Patient Support CoE for assigned therapeutic areas, owning TA-specific insight generation, patient journey mapping, and implementation support for critical capabilities. Accountable for translating designs and patient-facing capability concepts into operational and scalable solutions — ensuring new capabilities fit into the broader architecture or new capabilities deploy without disrupting live patient support operations.

• →Understand and pressure test TA-specific patient support designs, including workflow assumptions, operational feasibility, and implementation sequencing
• →Serve as day-to-day bridge between brand and CoE teams, enabling integration and one-voice execution across assigned TA
• →Support end-to-end patient strategy execution along with the Patient Support Strategy Lead and interaction models across Access, Affordability, and Adherence, supporting agile pod delivery through input gathering, execution follow-through, issue tracking and resolution
• →Support end-to-end implementation process for capabilities, including scoping, sequencing, and operational configuration — translating documentation (design intent, success criteria, technical requirements) into operational specs for hub vendors and internal teams
• →Identify and resolve implementation blockers — including vendor capacity constraints, data integration gaps, CRM configuration issues, and compliance requirements — and escalate to the right stakeholders for resolution
• →Maintain implementation playbooks that codify repeatable deployment processes, reducing time and risk of future capability rollouts
• →Conduct TA-specific insight generation, including patient-specific market research and HCP feedback as needed along with the brand patient strategy team

• Patient Experience and Acceleration Lead: Reporting line; aligning TA-level insights and implementation priorities to vertical strategy and CoE roadmap
• Patient Access, Affordability, and Adherence Operations Leads: Coordinating deployment timing, vendor impact, and capability sequencing across operational verticals
• Direct-to-Patient Platform Lead: Thinking through integration with DTP and other emerging channel capabilities as relevant
• BU Patient Support Strategy lead (SP&ID, Oncology, Rare Disease): Receiving graduated capabilities and brand-specific configuration needs; aligning implementation timing to launch milestones
• DHH (Data, Hub and Hub Technology): Data integration, CRM configuration, and platform changes required by new capability deployments
• Hub and Technology Vendors: Translating capability requirements into vendor SOW amendments, configuration changes, and testing protocols
• Legal, Privacy, and Compliance: Identifying and resolving compliance requirements that create implementation blockers

• Bachelor's degree (BS/BA) and 5+ years in biopharma patient services, program implementation, or operations, with experience deploying new capabilities across hub, access, affordability, and adherence
• Prior experience supporting patient support design and execution, including insight generation, pressure-testing, and implementation support across brand and CoE functions
• Strong understanding of patient support ecosystems, including hub, specialty pharmacy, access, CRM, and patient journey interactions; familiarity with where new capability deployments could create operational disruption
• Strong understanding of primary care, specialty care and complex therapy archetypes, including patient needs, access barriers, and support-model differences
• Experience synthesizing qualitative and quantitative inputs into actionable recommendations, including patient, HCP, operational, and program insights; ability to translate findings into operational specs that vendors and hub partners can act on
• Experience working with hub vendors on SOW amendments, configuration changes, and testing protocols; comfort managing a small, execution-focused team measured by what gets deployed, not designed

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The salary range for the primary location of this role is:

This range reflects the Company's reasonable expectation of the base salary applicable to this role at the time of posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.