Associate Director, Acceleration & Insights Operations

Merck & Co.; North Wales (Montgomery County); Hybrid; USD 142,000 - 224,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k)

Hybrid work arrangement

Paid holidays & vacation

Job summary

Merck & Co. in North Wales, PA, seeks a role bridging brand teams and the Patient Support CoE to drive TA-specific insights and implement scalable patient support capabilities within the hub architecture.

You will translate designs into operational specs, manage vendor interactions, and collaborate across Access, Affordability, and Adherence, with a hybrid work model.

This role requires 5+ years in biopharma patient services and a track record deploying new capabilities.

Qualifications

• Bachelor's degree and 5+ years in biopharma patient services, program implementation, or operations.
• Experience deploying new capabilities across hub, access, affordability, and adherence.
• Strong understanding of patient support ecosystems including hub, specialty pharmacy, access, CRM, and patient journey interactions.
• Familiar with primary care, specialty care, and complex therapy archetypes and related patient needs.
• Ability to translate qualitative/quantitative inputs into actionable recommendations and operational specs.
• Experience collaborating with hub vendors on SOW amendments and testing protocols.

Responsibilities

• Understand and pressure test TA-specific patient support designs, including workflow assumptions.
• Serve as day-to-day bridge between brand and CoE teams for integration and one-voice execution.
• Support end-to-end patient strategy execution with cross-functional teams and agile pods.
• Translate design docs into operational specs for hub vendors and internal teams.
• Identify and resolve blockers including data integration gaps and CRM configuration issues.
• Maintain implementation playbooks to codify repeatable deployment processes.
• Conduct TA-specific insight generation including market research and HCP feedback.

Skills

Adaptability

Data Analysis

Implementation Management

Insight Generation

Project Implementations

Regulatory Compliance Consulting

Cross-functional Collaboration

CRM Configuration

Education

Bachelor's degree

Job description

Job Description

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.

Key Responsibilities

• 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 escalations 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

Points of Collaboration

• 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

Qualifications

Minimum Requirements

• 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

Required Skills

Adaptability, Adaptability, Capability Frameworks, Creativity, Data Analysis, Data Integration, Data Management, Deployment Management, Developing Pricing Strategies, Digital Marketing Analytics, Healthcare Policies, Health Economics Research, Human Diseases, Implementation Management, Insight Generation, Interpersonal Relationships, Market Access, Market Research, Outcomes Research, Patient Interactions, Pharmaceutical Biology, Pharmaceutical Market, Primary Care, Project Implementations, Regulatory Compliance Consulting {+ 2 more}

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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The primary location for this posting is: USA - Pennsylvania - North Wales (Upper Gwynedd)

Where required by law, the compensation range for this role is provided below.

The salary range for the primary location of this role is: $142,400.00 - $224,100.00

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 .

Additional location(s): Please note the salary range above applies to the Primary Location of the position. Where a role has other listed locations, different compensation guidelines may apply. You may find the salary ranges for additional locations below. If the salary range is not listed for the location you are applying to, our Talent Acquisition team will provide further information to you relevant to your location.

Additional location(s) Compensation Information

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: 11/14/2026

*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: R408336