AI Transformation Lead, Shared Services

MSD; North Wales (Montgomery County); Hybrid; USD 129,000 - 203,000; Full time

Benefits offered by this job

Health benefits

Job summary

Merck & Co., Inc. seeks an Associate Director, AI Transformation to lead strategy, implementation, and continuous improvement of AI-enabled capabilities in a regulated healthcare environment.

You will partner cross-functionally to enhance customer experience, improve efficiency, strengthen quality, and enable scalable service delivery using AI, automation, and analytics. The role requires leadership, change management, and stakeholder engagement to drive adoption while ensuring compliance with

Qualifications

• Bachelor’s degree required in life sciences, business, health sciences, computer science, or related field.
• 5+ years Salesforce and/or NiCE platform experience or similar CCaaS/CRM experience.
• Demonstrated experience applying AI, automation, or analytics in a regulated environment.
• Strong understanding of compliance, privacy, quality, and documentation standards in healthcare or life sciences.
• Effective communication for technical and non-technical audiences.
• Excellent strategic thinking, project leadership, and change management skills.
• Strong analytical skills to interpret operational data.

Responsibilities

• Partner with delivery and operations support teams in mapping requirements to Salesforce and NiCE features.
• Define and execute a strategic roadmap for the customer service platforms.
• Bridge the gap between traditional support operations and modern AI capabilities.
• Identify inefficiencies and deploy AI-driven solutions to reduce friction for customers and agents.
• Identify high-value AI use cases: agent assist, knowledge retrieval, call summarization, intent classification, QA, analytics.
• Lead cross-functional governance for AI use, including risk assessment and validation.

Skills

Strategic leadership

Change management

Cross-functional collaboration

Communication

Regulatory understanding

Education

Bachelor’s degree in life sciences, business, health sciences, computer science, or related field

Tools

Salesforce

NiCE

CCaaS/CRM

Job description

Merck & Co., Inc. seeks an Associate Director, AI Transformation to lead strategy, implementation, and continuous improvement of AI-enabled capabilities in a regulated healthcare environment.

You will partner cross-functionally to enhance customer experience, improve efficiency, strengthen quality, and enable scalable service delivery using AI, automation, and analytics. The role requires leadership, change management, and stakeholder engagement to drive adoption while ensuring compliance with