Associate Director, Treatment Site Operations Lead

Merck; Honolulu (HI); On-site; USD 157,000 - 247,000; Full time

Job summary

Merck is seeking an Associate Director, Treatment Site Operations Coordinator Lead to lead a centralized coordination hub supporting the Intismeran treatment journey. You will build a team of TSOCs, coordinate across TSOs, sites, alliance partners, and vendors, and drive escalation management and continuous improvement.

The role emphasizes stakeholder management, operational standards, and ensuring timely patient progression through milestones in a highly matrixed environment.

Qualifications

• Minimum of 5 years of experience in pharmaceutical, biotechnology, healthcare, or related industries, including experience supporting treatment operations, patient operations, customer operations, treatment site operations, commercial operations, or other cross-functional operational functions.

Responsibilities

• Build, lead, and develop the Treatment Site Operations Coordinator (TSOC) organization, establishing team structure, performance expectations, ways of working, and capabilities required to support launch readiness and future scale.
• Lead centralized operational coordination across the treatment journey, ensuring effective communication and alignment among treatment sites, Treatment Site Leads (TSLs), manufacturers, sequencing providers, pathology laboratories, distributors, alliance stakeholders, and internal teams.
• Oversee the centralized case management capability, including active patient case coordination, operational escalations, cross-functional stakeholders, and ensuring timely communication and resolution of issues that may impact treatment completion.
• Establish and manage operational escalation processes, proactively identifying, triaging, escalating, and resolving operational issues that may impact customer experience, treatment completion, or therapy delivery timelines.
• Drive visibility and transparency across the treatment ecosystem, providing timely status updates, operational communications, and stakeholder coordination throughout the treatment journey.
• Partner with the Individualized Therapy Operations team, Treatment Site Strategy team, TSL leadership, Patient Support, and IT to identify and resolve operational barriers, improve stakeholder experiences, and drive continuous improvement across the treatment journey.
• Establish and monitor operational service standards, performance expectations, and response timelines for the TSOC organization to ensure consistent execution and a high-quality treatment site experience.
• Lead continuous improvement initiatives focused on operational efficiency, treatment site experience, execution consistency, and treatment completion, incorporating customer feedback and operational insights to improve future performance.

Skills

Adaptability

Communication

Project management

Stakeholder management

Education

Bachelor's degree or equivalent (BA/BS)

MBA or equivalent

Job description

Merck is seeking an Associate Director, Treatment Site Operations Coordinator Lead to lead a centralized coordination hub supporting the Intismeran treatment journey. You will build a team of TSOCs, coordinate across TSOs, sites, alliance partners, and vendors, and drive escalation management and continuous improvement.

The role emphasizes stakeholder management, operational standards, and ensuring timely patient progression through milestones in a highly matrixed environment.