Executive Director, Patient Experience and Acceleration

Job description

Job Description The Executive Director, Patient Experience and Acceleration, leads the Patient Experience and Acceleration vertical within the Patient Support CoE, owning US market specific patient strategy execution along with the brand teams, and patient services innovation to aid brand teams. Accountable for translating patient and program data into actionable improvements across the care journey, and for piloting and scaling new patient-facing capabilities in partnership with brand teams and the Head of Patient Support CoE. Key Responsibilities: Set direction for patient experience acceleration, including translating patient journey insights into patient support program designs, operational requirements, and implementation plans along with the brand patient support teams Oversee agile pod delivery model, including ways of working, stakeholder management, dependencies, and timelines Serve as bridge between brand and CoE teams, including patient support strategy, access, affordability, adherence, FRM, DHH, legal, and compliance Support on execution of critical brand patient support priorities Define performance management routines, including KPI tracking, pull-through of insights, and operational improvement priorities Scale patient program solutions, including best practices, reusable playbooks, cross-brand learnings, capability deployment, and transition of proven models to relevant CoE teams Points of Collaboration: Head of Patient Support CoE: Reporting line and primary escalation path; aligning experience innovation priorities to CoE roadmap and wave sequencing decisions Patient Access, Affordability, Adherence, DTP, and SP&ID FRM Vertical Leads: Embedding patient experience insights and feedback loops into each operational vertical's program design and KPI tracking BU Commercial Patient Support Strategy leads (SP&ID, Oncology, Rare Disease): Aligning patient experience priorities and innovation pilots to brand and patient support strategy and timelines DHH (Data, Hub and Hub Technology): CRM platform, patient data infrastructure, and analytics dashboard buildout to support insights generation and experience measurement Legal, Privacy, and Compliance: Pilot approvals, patient communications review, data usage protocols for experience tracking and innovation programs Finance: Budget oversight for innovation pilots and acceleration programs within the vertical Education: Bachelor's Degree Required, Master's Degree Preferred Necessary Skills and Competencies: 12+ years in biopharma patient services, commercial operations, or hub/vendor management, with experience leading patient support organizations or CoEs at multi-brand across hub, access, affordability, adherence, and FRM Prior experience leading patient experience acceleration capabilities, including program design, agile delivery, performance management, and scaling of patient support solutions Demonstrated ability to bridge cross-functional stakeholders, including patient support strategy, access, affordability, adherence, FRM, DHH, legal, compliance, and brand teams Strong understanding of patient experience trends and external best practices, with experience developing innovative patient support offerings Strong understanding of patient support capability design, including access, affordability, adherence, FRM, and patient experience functions Experience leading and developing teams, including hiring, performance management, and talent development #PCAS2026 Required Skills: Agile Methodology, Agile Methodology, Biopharmaceutical Industry, CiviCRM, Cross-Cultural Awareness, Customer Relationship Management (CRM) Software, Decision Making, Developing Pricing Strategies, Direct Marketing, Extensive Traveling, Healthcare Innovation, Human Diseases, Interpersonal Relationships, Latin American Markets, Market Research, Organizational Performance Management, Patient Assistance Programs, People Leadership, Pricing Processes, Product Development, Product Management, Stakeholder Engagement, Stakeholder Management, Strategic Management, Strategic Thinking {+ 2 more} Preferred Skills: Current Employees apply HERE Current Contingent Workers apply HERE 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. 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 The salary range for this role is $255,800.00 - $402,700.00 This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. 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. You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting. 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 Search Firm Representatives Please Read Carefully Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. Employee Status: Regular Relocation: Domestic VISA Sponsorship: No Travel Requirements: 25% Flexible