Director, Content Delivery

Merck; North Wales (Montgomery County); Hybrid; USD 191,000 - 300,000; Full time

Job summary

Merck is seeking a Director, Content Delivery to lead the Content Hub & DPP operating model, overseeing end-to-end content creation, approval, production, publishing, and optimization across agile marketing teams. You will manage a team of Assoc Directors and govern outsourced services to ensure high-quality, compliant, and efficient delivery.

The role partners with Marketing Operations, CEI, Therapeutic Areas, Content Capabilities, and IT to drive AI-enabled workflows, automation, and

Qualifications

• Bachelor's degree required.
• 10+ years in marketing operations, content operations, digital production, or related fields.
• Experience leading direct reports, cross-functional teams, and enterprise programs.
• Experience managing external agencies or managed service partners and SLAs.
• Strong financial, resource planning, and stakeholder management skills.
• Ability to drive organizational change and execute under ambiguity.

Responsibilities

• Lead the Content Hub & DPP operating model with end-to-end service accountability.
• Manage Assoc Directors overseeing content delivery within agile teams.
• Own outsourced content delivery performance, SLAs, and costs.
• Establish KPIs, SLAs, and feedback loops to improve throughput and quality.
• Oversee annual planning, forecasting, budgeting, and governance.
• Partner to operationalize AI-enabled workflows and automation.
• Build partnerships to align service with business priorities.
• Ensure compliance, privacy, and regulatory requirements are met.
• Lead managed service governance and continuous improvement.
• Oversee intake, prioritization, demand management, and risk.

Skills

Content Delivery

Delivery Management

Digital Marketing

Marketing Budget Management

Marketing Management

Marketing Operations

Market Research

Omnichannel Marketing

Pharmaceutical Sales Marketing

Stakeholder Negotiations

Teamwork

Education

Bachelor's degree

Tools

Workfront

VVPM

DAM

Design System

Content Management Platforms

Marketing Technology Ecosystems

Job description

Position Summary

The Director, Content Delivery is accountable for the performance, scalability, and evolution of the Content Hub & DPP operating model. This role leads an internal team of direct reports and has end-to-end responsibility for the outsourced centralized content delivery service, ensuring high-quality, compliant, efficient, and stakeholder-centered delivery across agile marketing teams. The Director partners across Marketing Operations, CEI, Therapeutic Areas, Content Accelerator, DHH/IT, Compliance, Finance, Procurement, and managed service partners to drive operational excellence, financial stewardship, continuous improvement, and adoption of AI-enabled and automated ways of working that support the future-state customer engagement model.

Job Description

Job Title: Director, Content Delivery

Primary Responsibilities

• Lead the Content Hub & DPP centralized content delivery operating model, with accountability for end-to-end service performance across content creation, approval, production, publishing, optimization, and operational support.
• Manage, coach, and develop a team of Assoc Directors responsible for the end-to-end content delivery service within a portfolio of agile teams, including governance, service management, and stakeholder engagement.
• Own performance management of the outsourced centralized content delivery service, holding managed service partners accountable for quality, capacity, productivity, cost effectiveness, staffing, capability development, and service-level outcomes.
• Establish and monitor operational metrics, KPIs, SLAs, and stakeholder feedback mechanisms to improve throughput, cycle time, quality, utilization, compliance, and customer experience.
• Lead annual planning, demand forecasting, capacity planning, resource optimization, budget management, and financial governance for content delivery services.
• Partner with Content Capabilities, DHH, Tech Product Owners, and business stakeholders to operationalize AI-enabled workflows, automation, dynamic content, and Blueprint-aligned ways of working.
• Build trusted partnerships across CEI, Marketing, DHH, and Content Accelerator to align service delivery with business priorities.
• Ensure content delivery operations adhere to applicable compliance, privacy, quality, promotional review, and documentation requirements.
• Lead managed service governance routines, including performance reviews, escalation management, contract alignment, and continuous improvement planning with outsourced delivery partners.
• Oversee service intake, prioritization, demand management, and operational risk processes to ensure delivery capacity is aligned to business priorities and service disruptions are proactively mitigated.

Required Qualifications

• Bachelor’s degree required.
• 10+ years of experience in marketing operations, content operations, digital production, creative operations, agency operations, managed services, or related disciplines.
• Demonstrated experience leading direct reports, cross-functional teams, enterprise programs, and scalable operating models.
• Experience managing external agencies, outsourced delivery, or managed service partner performance, including service-level outcomes and operational accountability.
• Strong financial management, resource planning, operational performance management, and stakeholder management experience.
• Proven ability to lead organizational change, innovation mindset, influence senior stakeholders, and drive execution through ambiguity.

Preferred Qualifications

• Knowledge of content lifecycle management, agile ways of working, Workfront, VVPM, DAM, Design System, Content Management Platforms, and marketing technology ecosystems.
• Experience implementing AI-enabled workflows, automation, dynamic content, or content intelligence capabilities.

Required Skills

Creativity, Delivery Management, Digital Marketing, Marketing Budget Management, Marketing Management, Marketing Operations, Market Research, Omnichannel Marketing, Pharmaceutical Sales Marketing, Stakeholder Negotiations, Teamwork

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: 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

Salary Range

The salary range for this role is $190,800.00 - $300,300.00

Benefits

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.

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

• 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

R417790