Hybrid AI Transformation Lead, Customer Service

MSD Malaysia; North Wales (Montgomery County); Hybrid; USD 129,000 - 203,000; Full time

Benefits offered by this job

Annual bonus

Long-term incentive

401(k) retirement plan

Comprehensive benefits

Job summary

Merck & Co., Inc. seeks an Associate Director, AI Transformation to lead AI-enabled strategy for customer service platforms. You will partner with delivery and operations teams to map requirements to Salesforce/NiCE, define a strategic roadmap, and bridge traditional support with modern AI capabilities.

You will deploy AI solutions that improve efficiency and CSAT, establish KPIs, and ensure compliance with healthcare regulations. This hybrid role offers a competitive package and incentives.

Qualifications

• Bachelor’s degree in life sciences, business, health sciences, computer science, or related field.
• 5+ years of Salesforce and/or NiCE platform experience or similar CCaaS/CRM experience.
• Demonstrated experience applying AI, automation, or analytics in a regulated environment.
• Strong understanding of compliance, privacy, quality, and documentation standards in healthcare or life sciences.
• Effective communication skills for both technical and non-technical audiences.
• Excellent strategic thinking, project leadership, and change management skills.
• Strong analytical skills with the ability to interpret operational and performance data.
• Ability to manage multiple priorities and drive cross-functional consensus.

Responsibilities

• Partner with delivery and operations support teams to map requirements to Salesforce and NiCE.
• Define and execute a strategic roadmap for customer service platforms.
• Bridge gap between traditional support and AI capabilities.
• Identify inefficiencies and deploy AI-driven solutions to reduce friction.
• Identify high-value use cases for AI, including agent assist, knowledge retrieval, call summarization, intent classification, quality monitoring, and trend analytics.
• Lead cross-functional governance for AI use including risk assessment and validation.
• Evaluate emerging AI technologies for fit, scalability, regulatory readiness.
• Champion adoption of AI-enabled tools by CSC team.
• Define KPIs for AI tool adoption and CSAT impact.
• Ensure AI solutions comply with medical, legal, regulatory, privacy and pharmacovigilance requirements.
• Collaborate with QA and compliance for validation and content controls.
• Maintain alignment with SOPs and data privacy standards.

Job description

Merck & Co., Inc. seeks an Associate Director, AI Transformation to lead AI-enabled strategy for customer service platforms. You will partner with delivery and operations teams to map requirements to Salesforce/NiCE, define a strategic roadmap, and bridge traditional support with modern AI capabilities.

You will deploy AI solutions that improve efficiency and CSAT, establish KPIs, and ensure compliance with healthcare regulations. This hybrid role offers a competitive package and incentives.