Associate Director, Acceleration & Insights Operations

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

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Paid holidays

Vacation

Sick days

Job summary

Merck in North Wales, PA, seeks a role bridging brand teams with the Patient Support CoE. You will translate designs into scalable, compliant operational specs for hub vendors and internal teams while driving TA-specific insight generation and patient journey mapping.

You’ll support end-to-end strategy execution with cross-functional teams, manage blockers, and maintain playbooks for repeatable capability rollouts.

Qualifications

• Bachelor's degree and 5+ years in biopharma patient services or related operations.
• Experience deploying new capabilities across hub, access, affordability, and adherence.
• Experience supporting patient design, insight generation and implementation.
• Understanding of patient support ecosystems incl. hub, specialty pharmacy, access, CRM.
• Ability to translate findings into operational specs for vendors and hub partners.

Responsibilities

• Understand and pressure test TA-specific patient support designs and feasibility.
• Bridge between brand and CoE to enable integrated execution across TA.
• Support end-to-end patient strategy with agile pod delivery and issue tracking.
• Translate designs into operational specs for hub vendors and internal teams.
• Identify and resolve blockers including data gaps, CRM config, and compliance.
• Maintain implementation playbooks to codify repeatable deployment processes.
• Conduct TA-specific insight generation with market research and HCP feedback.

Skills

Bridge between teams

TA-specific insights

Patient journey map

Implementation support

Vendor SOW changes

CRM configuration

Data integration

Issue tracking

Stakeholder management

Operations execution

Education

Bachelor's degree in life sciences

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 elevate 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
• 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

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.

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:

EEOC Know Your Rights

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.

Learn more about your rights, including under California, Colorado and other US State Acts

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

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.

The primary location for this posting is:

USA - Pennsylvania - North Wales (Upper Gwynedd)