Director, SP&ID FRM Operations

Job description

Job Description Leads the SP&ID FRM Operations vertical within the Patient Support CoE, designing and maintaining the operational infrastructure that enables field reimbursement manager (FRM) deployment across business units. Owns the FRM operating model including territory design methodology, performance measurement framework, CRM capabilities, training curriculum, and hub-FRM coordination protocols. FRMs themselves report into BU commercial leadership; this role provides the back-office backbone that makes their deployment effective. Key Responsibilities: Define and deploy FRM engagement operations, including field force planning, territory design methodology, CRM configuration and requirements, performance management, FRM KPIs, and reporting Lead FRM engagement planning and territory management, including account prioritization, territory alignment, and engagement planning Support operationalization of case-specific access support and broad-based education, including reimbursement support, payer dynamics, provider office processes, and access topics Operationalize next-best-action and field enablement, including training coordination, CRM readiness, and field execution support Define FRM performance management approach, including KPIs, reporting routines, dashboards, scorecards, and CRM-enabled visibility that BU leadership uses to manage their FRM teams Design and maintain hub-FRM coordination protocols that govern how case information flows between hub case managers and field-based FRMs Recommend territory alignment and coverage model changes to BU commercial leadership based on access data, fulfilment trends, and payer landscape shifts Points of Collaboration: Head of Patient Support CoE: FRM strategy alignment, budget, and performance reporting BU Patient Support Strategy Leads (Primary Care+, SP&ID, Oncology): FRM deployment priorities; delivering territory recommendations, performance analytics, and training content Patient Access Operations Lead: Designing hub-FRM coordination protocols; ensuring case data flows between hub and FRM systems Other field teams e.g., Sales: Aligning FRM territories and coordination methodology with broader field team models DHH (Data, Hub and Hub Technology): FRM performance data integration into CoE measurement framework Legal, Privacy, and Compliance: FRM interaction documentation standards, transparency reporting, and HCP engagement compliance Qualifications: Minimum Education Required: Bachelor's degree; Master's degree preferred Necessary Skills and Competencies: 8+ years in biopharma field operations, reimbursement, or commercial operations, with significant FRM or field enablement experience leading FRM or field operations — targeting, territory management, field deployment, and performance management Direct experience designing FRM or field team operational infrastructure, including territory models, CRM configurations, and performance frameworks Strong understanding of access barriers and the reimbursement landscape, including PA processes, payer policies, appeals, medical vs. pharmacy benefit dynamics, provider office reimbursement processes, and FRM support models Strong knowledge of legal, compliance, and regulatory considerations for field access, reimbursement support, and customer-facing teams Experience building performance analytics and reporting packages that field leadership uses to manage team effectiveness, with strong CRM and data architecture knowledge of how FRM activity data should be captured, integrated with hub systems, and reported Track record of partnering with BU commercial team as an enablement function Ability to manage a team of Directors and ADs who provide BU-specific back-office support across distinct therapeutic areas #PCAS2026 Required Skills: Adaptability, Adaptability, Budget Management, Cross-Cultural Competence, Developing Pricing Strategies, Financial Performance Management, Health Economics, Health Technology Assessment (HTA), IT Infrastructure Management, Market Research, Negotiation, Operational Performance Management (PM), Organizational Performance Management, People Leadership, Performance Measurement, Preparation of Financial Reports, Professional Networking, Public Health, Regulatory Compliance, Reimbursement, Resource Allocation, Standards Compliance, Strategic Consulting, Strategic Thinking, Team Effectiveness {+ 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 $190,800.00 - $300,300.00 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 b