Director, Customer Care
Merck
4 hours ago
Remote friendly (Omaha, NE)
United States
Patient Advocacy
Director of Customer Care
Primary Responsibilities
- Strategic: Shape long-term Customer Care strategy and operating model (make/buy workforce decisions; vendor utilization strategy); define and execute customer service policies/procedures; lead initiatives to improve technology, systems, policies, and partner models to enhance customer experience and employee/contractor retention; collaborate cross-functionally to design and implement scalable solutions balancing service quality, cost, and operational risk.
- Operational: Use SAP experience for customer service operations, vendor management, and financial tracking; recommend SAP and project solutions to improve operational efficiency; provide data-driven KPI insights and take corrective action; manage dashboards and executive reporting; capture/assess/analyze customer feedback across the customer journey; manage Customer Care vendor relationships (third-party and contract labor); forecast contractor spend, plan budgets, and manage costs with Finance; review/negotiation (with Procurement/Legal) and maintain vendor contracts and annual purchase orders; ensure vendor performance, SLA adherence, contractual compliance, and alignment with business objectives; optimize vendor spend, drive efficiency, and reduce operational risk.
- Leadership: Oversee multiple management layers across Omaha, NE and Dallas, TX; recruit talent and decide internal vs. contract resourcing; evolve culture via feedback/coaching/performance monitoring; serve on the Livestock Leadership Team; align objectives/tactics/strategy across functions; ensure decisions don’t negatively impact species/business units; own Customer Care operating budget (headcount, contractor spend, vendor costs); inspire/mentor direct reports; support escalation for associate directors and issue resolution; assist in hiring, training, and deployment of Customer Care Representatives.
Required Qualifications
- Bachelor’s degree (required); master’s degree or MBA preferred
- Extensive experience leading customer care operations within SAP or comparable enterprise systems
- Minimum 10 years Customer Care/Service experience
- Minimum 10 years people management experience, including oversight of contract/outsourced resources
Required Skills and Experience
- Strategic leadership and organizational transformation; advanced financial acumen (budget ownership, forecasting, vendor spend management)
- Ability to manage complex vendor relationships and third-party contracts
- Proven record building/leading high-performing teams
- Ability to influence senior stakeholders and drive enterprise-wide decisions
- Customer communication planning and service strategy expertise
- Advanced written/verbal communication
- Strong computer proficiency (MS Office—Excel emphasized—and web-based applications)
- Approx. 25% travel required
Required Skills (tools/industry)
- Customer Experience (CX), customer management, customer order fulfillment, customer success strategies
- Leadership, people management, pharmaceutical industry
- Problem solving; Salesforce; SAP ERP
Location
- Omaha, NE or surrounding area
Application Instructions
- Apply through https://jobs.merck.com/us/en (or via Workday Jobs Hub as a current employee). Application deadline is stated on the posting.
Compensation & Benefits (as stated)
- Salary range: $156,900.00–$247,000.00
- Eligible for annual bonus and long-term incentive (if applicable)
- Benefits include medical/dental/vision, retirement (401(k)), paid holidays, vacation, compassionate and sick days
Employment/Work Details (as stated)
- Hybrid work arrangement; 25% travel; Regular employee status; relocation: domestic; visa sponsorship: no; valid driving license: yes
Requisition ID: R393460
Primary Responsibilities
- Strategic: Shape long-term Customer Care strategy and operating model (make/buy workforce decisions; vendor utilization strategy); define and execute customer service policies/procedures; lead initiatives to improve technology, systems, policies, and partner models to enhance customer experience and employee/contractor retention; collaborate cross-functionally to design and implement scalable solutions balancing service quality, cost, and operational risk.
- Operational: Use SAP experience for customer service operations, vendor management, and financial tracking; recommend SAP and project solutions to improve operational efficiency; provide data-driven KPI insights and take corrective action; manage dashboards and executive reporting; capture/assess/analyze customer feedback across the customer journey; manage Customer Care vendor relationships (third-party and contract labor); forecast contractor spend, plan budgets, and manage costs with Finance; review/negotiation (with Procurement/Legal) and maintain vendor contracts and annual purchase orders; ensure vendor performance, SLA adherence, contractual compliance, and alignment with business objectives; optimize vendor spend, drive efficiency, and reduce operational risk.
- Leadership: Oversee multiple management layers across Omaha, NE and Dallas, TX; recruit talent and decide internal vs. contract resourcing; evolve culture via feedback/coaching/performance monitoring; serve on the Livestock Leadership Team; align objectives/tactics/strategy across functions; ensure decisions don’t negatively impact species/business units; own Customer Care operating budget (headcount, contractor spend, vendor costs); inspire/mentor direct reports; support escalation for associate directors and issue resolution; assist in hiring, training, and deployment of Customer Care Representatives.
Required Qualifications
- Bachelor’s degree (required); master’s degree or MBA preferred
- Extensive experience leading customer care operations within SAP or comparable enterprise systems
- Minimum 10 years Customer Care/Service experience
- Minimum 10 years people management experience, including oversight of contract/outsourced resources
Required Skills and Experience
- Strategic leadership and organizational transformation; advanced financial acumen (budget ownership, forecasting, vendor spend management)
- Ability to manage complex vendor relationships and third-party contracts
- Proven record building/leading high-performing teams
- Ability to influence senior stakeholders and drive enterprise-wide decisions
- Customer communication planning and service strategy expertise
- Advanced written/verbal communication
- Strong computer proficiency (MS Office—Excel emphasized—and web-based applications)
- Approx. 25% travel required
Required Skills (tools/industry)
- Customer Experience (CX), customer management, customer order fulfillment, customer success strategies
- Leadership, people management, pharmaceutical industry
- Problem solving; Salesforce; SAP ERP
Location
- Omaha, NE or surrounding area
Application Instructions
- Apply through https://jobs.merck.com/us/en (or via Workday Jobs Hub as a current employee). Application deadline is stated on the posting.
Compensation & Benefits (as stated)
- Salary range: $156,900.00–$247,000.00
- Eligible for annual bonus and long-term incentive (if applicable)
- Benefits include medical/dental/vision, retirement (401(k)), paid holidays, vacation, compassionate and sick days
Employment/Work Details (as stated)
- Hybrid work arrangement; 25% travel; Regular employee status; relocation: domestic; visa sponsorship: no; valid driving license: yes
Requisition ID: R393460