Director, Vaccine Contracting & Customer Experience

MSD; Pennsylvania, United States, Northern America, Americas; Hybrid; USD 191,000 - 300,000; Full time

Job summary

Merck & Co., Inc. is seeking a Director of Contracting and Customer Experience to lead a national, diverse team and drive end-to-end customer contracting and vaccine ordering processes.

This role partners with field sales, healthcare providers, and HQ teams to implement strategic initiatives and ensure compliant, high-value customer experiences. The position emphasizes people leadership, strategic portfolio development, and strong collaboration with regional and headquarters stakeholders to

Qualifications

• Bachelor’s degree required; MBA preferred.
• Extensive experience leading large teams and managing customer relationships.
• Experience in pharma/biopharma contracting or sales is highly desired.

Responsibilities

• Recruit and supervise top talent to build a national team.
• Set expectations and assess performance of direct reports.
• Oversee customer experience and contracting across channels.
• Collaborate with HQ teams to ensure compliant, value-driven customer support.

Skills

Adaptability

Leadership

People Management

Customer Centricity

Strategic Planning

Financial Analysis

Brand Management

Data Analysis

Education

Bachelor of Arts or Bachelor of Science

Master of Business Administration

Job description

Merck & Co., Inc. is seeking a Director of Contracting and Customer Experience to lead a national, diverse team and drive end-to-end customer contracting and vaccine ordering processes.

This role partners with field sales, healthcare providers, and HQ teams to implement strategic initiatives and ensure compliant, high-value customer experiences. The position emphasizes people leadership, strategic portfolio development, and strong collaboration with regional and headquarters stakeholders to