Assoc. Director, AI Transformation

Merck; North Wales (Montgomery County); Hybrid; USD 120,000 - 190,000; Full time

Job summary

Merck is seeking an Associate Director, AI Transformation to lead strategy, implementation, and continuous improvement of AI-enabled capabilities across our AI-driven customer service platforms. You will partner across functions to enhance customer experience, improve efficiency, and ensure compliance in a regulated healthcare setting.

This role requires strong leadership, change management, and stakeholder engagement, with a focus on scalable service delivery and governance of AI use in contact

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
• 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 skills for both technical and non-technical audiences.
• Excellent strategic thinking, project leadership, and change management skills.
• Strong analytical skills with the ability to interpret operational and performance data.
• Ability to manage multiple priorities and drive cross-functional consensus.

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

Effective communication

Strategic thinking

Project leadership

Change management

Analytical skills

Cross-functional collaboration

Regulatory compliance

Privacy & documentation

Team leadership

Education

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

Tools

Salesforce

NiCE

Job description

Position Overview:

Customer Service Centers (CSC) are advancing premier digital, data, and analytics capabilities to improve performance assessment and accelerate decision‑making across our remote two‑way customer service engagements. The CSC team manages customer, consumer and employee service interactions in our Company’s National Service Center, Field Service Center, and Promotional Contact Center. These interactions occur across several communication channels for all our Company’s products/vaccines and company information requests. The CSC team also serves as the designated point of contact for the intake of adverse events, and product quality complaints for the U.S. market.

Job Description

Customer Service Centers (CSC) are advancing premier digital, data, and analytics capabilities to improve performance assessment and accelerate decision‑making across our remote two‑way customer service engagements. The CSC team manages customer, consumer and employee service interactions in our Company’s National Service Center, Field Service Center, and Promotional Contact Center. These interactions occur across several communication channels for all our Company’s products/vaccines and company information requests. The CSC team also serves as the designated point of contact for the intake of adverse events, and product quality complaints for the U.S. market.

Role Summary

The Associate Director, AI Transformation is responsible for leading the strategy, implementation, and continuous improvement of AI‑enabled capabilities. This role partners cross-functionally to enhance customer experience, improve operational efficiency, strengthen quality and compliance, and enable scalable service delivery through the thoughtful application of AI, automation, and advanced analytics. This role will serve as a strategic business partner and subject matter leader, identifying opportunities to leverage emerging technologies across contact center operations, knowledge management, reporting, and workflow optimization. This role requires strong leadership, change management, and stakeholder engagement skills, as well as the ability to operate effectively in a regulated healthcare environment.

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.

Position Qualifications

Minimum Requirements:

• 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
• 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 skills for both technical and non‑technical audiences.
• Excellent strategic thinking, project leadership, and change management skills.
• Strong analytical skills with the ability to interpret operational and performance data.
• Ability to manage multiple priorities and drive cross‑functional consensus.

Preferred Experience And Skills

• Experience implementing AI or automation solutions in healthcare, pharma, or customer service environments.
• Experience with change management frameworks and adoption planning.

Required Skills

Ability to Coordinate, Business Informatics, Business Support, Change Management, Coaching Employees, Competency Management, Contact Center Management, Customer Care, Customer Centric Focus, Data Privacy, Direct Marketing

US And Puerto Rico Residents Only

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.

Requirements

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
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EEOC GINA Supplement
We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.
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San Francisco Residents Only:

We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only:

We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

Employee Status

Regular

Relocation

No relocation

VISA Sponsorship

No

Travel Requirements

10%

Flexible Work Arrangements

Hybrid

Shift

Not Indicated

Valid Driving License

No

Hazardous Material(s)

N/A

Job Posting End Date

10/5/2026

• A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID

R417908