AI Transformation Leader — Regulated Customer Care

PR Girl Manifesto; Northern (KY); Hybrid; USD 129,000 - 203,000; Full time

Job summary

Merck & Co., Inc. in North Wales, PA, is seeking an Associate Director, AI Transformation to lead strategy, implementation, and continuous improvement of AI-enabled capabilities within our customer service platforms.

You will partner across functions to enhance customer experience, improve operational efficiency, and ensure compliance in a regulated healthcare environment. The role requires executive-level communication and change management.

Qualifications

• Bachelor's degree in life sciences, business, health sciences, computer science, or related field.
• 5+ years of Salesforce and/or NiCE platform experience or similar CCaaS/CRM experience.
• Experience applying AI, automation, or analytics in a regulated environment.
• Strong understanding of compliance, privacy, quality, and documentation standards in healthcare or life sciences.
• Excellent strategic thinking, project leadership, and change management skills.

Responsibilities

• Partner with delivery and operations support teams in mapping functional requirements to Salesforce and NiCE features and functionality.
• 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 that reduce friction for both customers and agents.
• Identify high-value use cases for AI, including agent assist, knowledge retrieval, call summarization, intent classification, quality monitoring, and trend analytics.
• Lead cross-functional governance for AI use, including risk assessment, validation, change management, and ongoing performance monitoring.
• Evaluate emerging AI technologies and vendor solutions to determine fit for purpose, scalability, and regulatory readiness.
• Champion adoption of AI-enabled tools by CSC team.
• Define KPIs for AI tool adoption, deflection rates, CSAT impact, and operational cost savings.
• Ensure AI solutions operate within medical, legal, regulatory, privacy, and pharmacovigilance requirements.
• Collaborate with QA and compliance teams to establish validation, auditability, content controls, and human oversight processes.
• Help maintain alignment with standard operating procedures, data privacy standards, and documentation requirements.

Skills

Salesforce

NiCE

CRM experience

AI

Automation

Change management

Analytics

Education

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

Job description

Merck & Co., Inc. in North Wales, PA, is seeking an Associate Director, AI Transformation to lead strategy, implementation, and continuous improvement of AI-enabled capabilities within our customer service platforms.

You will partner across functions to enhance customer experience, improve operational efficiency, and ensure compliance in a regulated healthcare environment. The role requires executive-level communication and change management.