Executive Director, Customer Service Center Strategy & Ops Leader
MSD Malaysia, Rahway, NJ, United States
* Direct the strategy and execution of engagements with Healthcare Professionals, Consumers, and Employees across five contact centers:
National Service Center (NSC), Promotional Contact Center (PCC), Field Service Center (FSC), Switchboard, and AE Follow-Up.* Lead the multi-level organization, with focus on compliance, operational efficiency and talent development.* Lead the development and optimization of multi‐channel customer engagement, including voice, digital, self‐service, and AI‐enabled channels.* Establish and achieve key performance measurements and outcomes, budgetary responsibilities, delivery of training, ensure standard operating procedures are maintained and followed, operational oversight and delivery of the desired customer experience.* Develop and execute all customer/consumer/employee communications (across multiple channels), efficient/effective processes and procedures, and the delivery of the desired customer experience, including management of escalated customer requests to resolution.* Own budget strategy, resource planning, and workforce investment decisions for the CSC organization.* Lead vendor and partner governance for service platforms and operations, ensuring value delivery and compliance.* Business Owner of the end‐to‐end CSC capability roadmap, including platforms, data and knowledge foundations, workflow automation, analytics, and AI‐enabled service capabilities.* Lead the transformation of CSC operations into modern, AI‐enabled service centers, improving speed‐to‐resolution, service consistency, scalability, and operational efficiency.* Establish and chair governance for responsible AI use within CSC, ensuring alignment with privacy, security, validation, quality, and regulatory requirements.* Partner with Digital, IT, Commercial Excellence, Quality, and Legal/Privacy to ensure AI‐enabled solutions are audit‐ready and compliant by design.* Drive enterprise change management and capability uplift so leaders and teams can effectively operate in a technology‐ and AI‐enabled service environment.* Minimum of 10 years of progressive leadership experience in customer service, operations, commercial support, or related functions.* Demonstrated experience leading large, multi-level organizations in regulated environments.* Strong understanding of pharmaceutical or healthcare customer engagement, including pharmacovigilance and product quality reporting requirements.* Expertise in contact center operations, customer engagement technologies, automation, and performance management.* Proven ability to lead cross-functional initiatives and partner effectively across Commercial, Digital, IT, Quality, Legal, and Regulatory organizations.* Excellent communication, strategic thinking, and executive leadership skills.**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 #J-18808-Ljbffr
National Service Center (NSC), Promotional Contact Center (PCC), Field Service Center (FSC), Switchboard, and AE Follow-Up.* Lead the multi-level organization, with focus on compliance, operational efficiency and talent development.* Lead the development and optimization of multi‐channel customer engagement, including voice, digital, self‐service, and AI‐enabled channels.* Establish and achieve key performance measurements and outcomes, budgetary responsibilities, delivery of training, ensure standard operating procedures are maintained and followed, operational oversight and delivery of the desired customer experience.* Develop and execute all customer/consumer/employee communications (across multiple channels), efficient/effective processes and procedures, and the delivery of the desired customer experience, including management of escalated customer requests to resolution.* Own budget strategy, resource planning, and workforce investment decisions for the CSC organization.* Lead vendor and partner governance for service platforms and operations, ensuring value delivery and compliance.* Business Owner of the end‐to‐end CSC capability roadmap, including platforms, data and knowledge foundations, workflow automation, analytics, and AI‐enabled service capabilities.* Lead the transformation of CSC operations into modern, AI‐enabled service centers, improving speed‐to‐resolution, service consistency, scalability, and operational efficiency.* Establish and chair governance for responsible AI use within CSC, ensuring alignment with privacy, security, validation, quality, and regulatory requirements.* Partner with Digital, IT, Commercial Excellence, Quality, and Legal/Privacy to ensure AI‐enabled solutions are audit‐ready and compliant by design.* Drive enterprise change management and capability uplift so leaders and teams can effectively operate in a technology‐ and AI‐enabled service environment.* Minimum of 10 years of progressive leadership experience in customer service, operations, commercial support, or related functions.* Demonstrated experience leading large, multi-level organizations in regulated environments.* Strong understanding of pharmaceutical or healthcare customer engagement, including pharmacovigilance and product quality reporting requirements.* Expertise in contact center operations, customer engagement technologies, automation, and performance management.* Proven ability to lead cross-functional initiatives and partner effectively across Commercial, Digital, IT, Quality, Legal, and Regulatory organizations.* Excellent communication, strategic thinking, and executive leadership skills.**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 #J-18808-Ljbffr