MSD

Executive Director, Customer Service Center Strategy – Ops Leader

MSD

full-time

Posted on:

Location Type: Hybrid

Location: North Wales • New Jersey • Pennsylvania • United States

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Salary

💰 $231,900 - $365,000 per year

Job Level

Senior

About the role

  • reports to the Associate Vice President of US Marketing Operations in Commercial Excellence & Innovation
  • leads the overall US Customer Service Center organization with accountability to direct the strategy and execution of engagements with Healthcare Professionals, Patients, Consumers, and Employees across five contact centers
  • sets the vision, strategy, and governance for a critical service organization that supports Healthcare Professionals, consumers, patients, and employees
  • directs a complex, multi-layered organization of approximately 80 Full Time Employees
  • modernizes service centers through automation, advanced analytics, digital self-service, and AI-enabled customer engagement
  • owns the design, governance, and performance of the CSC’s technology and AI-enabled service ecosystem

Requirements

  • Bachelor’s degree (BA/BS)
  • Minimum of 10 years of progressive leadership experience in customer service, operations, commercial support, or related functions
  • Demonstrated experience leading large, multi-level organizations in regulated environments
  • Strong understanding of pharmaceutical or healthcare customer engagement, including pharmacovigilance and product quality reporting requirements
  • Expertise in contact center operations, customer engagement technologies, automation, and performance management
  • Proven ability to lead cross-functional initiatives and partner effectively across Commercial, Digital, IT, Quality, Legal, and Regulatory organizations
  • Excellent communication, strategic thinking, and executive leadership skills.
Benefits
  • medical, dental, vision healthcare and other insurance benefits (for employee and family)
  • retirement benefits, including 401(k)
  • paid holidays
  • vacation
  • compassionate and sick days
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer serviceoperationscommercial supportcontact center operationscustomer engagement technologiesautomationperformance managementadvanced analyticsAI-enabled customer engagementpharmacovigilance
Soft Skills
leadershipstrategic thinkingcommunicationcross-functional collaborationexecutive leadership
Certifications
Bachelor’s degree