AVP, Global Operations, Customer Engagement Lead

Job Description

The Associate Vice President, Global Operations, Customer Engagement Lead plays a pivotal part in shaping how Animal Health engages customers globally, enabling speed, consistency, and scale across markets. By integrating platforms, operating models, and ways of working, the Customer Engagement Lead directly supports the company’s growth ambitions and elevates customer experience as a core enterprise capability.

Reporting directly to the Senior Vice President, Global Operations, this role owns the customer engagement execution model, ensuring that Species-led global strategies are translated into scalable, omnichannel engagement solutions that are consistently adopted across global, regional, and local teams. The role carries enterprise accountability for business value realization, governance, and performance of customer engagement platforms, including Content Hub (working title), Subscriptions, Digital Commerce, MarTech & CRM, and Business Operations, while explicitly not owning species strategy or portfolio decisions.

Key Responsibilities:
Enterprise Customer Engagement Platform Ownership

• Lead the end-to-end integration of Content Hub (working title), Subscriptions, Digital Commerce, MarTech & CRM, Business Operations, and Regional Customer Engagement, ensuring they operate as a coherent, scalable customer engagement ecosystem.

• Set a clear overarching vision and shape an integrated, multi-year roadmap for customer engagement capabilities

• Own the operating model, governance, and roadmap for these capabilities, including prioritization, sequencing, and investment trade offs. 

• Ensure platforms are designed for reuse, efficiency, and global scale, while remaining adaptable to regional and market needs.

Market Engagement Model & Ways of Working

• Shape the future market engagement model in close partnership with Regional Customer Engagement teams. 

• Drive consistent adoption of new ways of working across global, regional, and local teams, embedding clear interaction models, decision rights, and accountability.

• Ensure a clear end to end engagement flow from strategy translation through creation, localization, deployment, and performance feedback.

Service Oriented Organization Leadership

• Build and scale a service-oriented Customer Engagement organization that enables markets and global functions through clearly defined, high-value services. 

• Foster cross-functional collaboration and durable partnerships with Global Marketing Species Leads, priority markets and regions, and enabling functions (IT, Finance, Compliance).

• Establish governance covering decision rights, prioritization, and capacity allocation.

• Reduce duplication and fragmentation by aligning customer engagement services across the enterprise.

Business Accountability, Value Realization & Governance

• Own business accountability and value realization for the continued development of Subscriptions, Digital Commerce, Business Operations, and Content Hub (working title). 

• Establish and run governance forums to manage demand, prioritize initiatives, resolve trade offs, and track performance.

• Define and monitor KPIs related to adoption, customer experience, and commercial impact, ensuring transparency for senior leadership.

Senior Leadership Alignment

• Align senior leaders across Global Operations, Global Marketing, Regions, and enabling functions to enable seamless collaboration with Customer Engagement teams and secure the right resources.

• Partner with senior leaders to shape and embed new customer engagement models and clear service-level expectations across Global Marketing, Customer Engagement, and Regions. 

• Act as a trusted partner to executive stakeholders, providing clear narratives on progress, risks, and decisions.

• Represent Customer Engagement as a strategic enterprise capability, not a support function.

• Champion Company Values and Ways of Working

• Lead and direct a development for all culture, unleashing potential and development actions for the team.

Education Requirement:

• Bachelor's Degree

Required Technical Capabilities & Experience:

• 12+ years of experience as a senior leader managing multi-team organizations across global and regional/ local contexts. 

• Proven ability to lead complex, enterprise-scale transformations with global scope and sustained adoption.

• Exceptional comprehension of customers and regional market dynamics within the Animal Health business. 

• Deep understanding of omnichannel engagement and digital business models, including subscription-based and digital commerce models.

• Demonstrated ability to create a shared vision and inspire collaboration across key stakeholders, while confidently driving change.

• Ability to navigate ambiguity and change management with an entrepreneurial mindset.

• Demonstrated strong project management leadership skills, including the ability to coordinate and balance multiple projects across many stakeholders, while meeting deadlines and driving impact.

• Strong executive presence with experience interacting with senior executives.

• Demonstrated leadership success in building, leading, developing, and inspiring a medium to large team.

• Excellent verbal and written communication skills.

• Demonstrated track record of creative problem solving and strategic abilities.

• Demonstrated ability to lead through influence in matrixed, multi stakeholder environments.

Required Skills:

Adaptability, Adaptability, Analytical Thinking, Business Administration, Business Management, Business Operations, Change Management, Cross-Functional Collaboration, Customer Engagement, Direct Marketing, Global Marketing Management, Global Operations Management, Innovation, Marketing Automation, Market Research, Oncology Marketing, People Leadership, Performance Feedback, Pricing Strategies, Prioritization, Product Management, Product Roadmap, Results-Oriented, Stakeholder Management, Strategic Thinking {+ 1 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:

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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.

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The salary range for this role is

$282,200.00 - $444,200.00

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:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Hybrid

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

07/1/2026

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