Director, Patient Adherence Operations

Job Description

Leads the Adherence Operations vertical within the Patient Support CoE, owning the Patient CRM, companion apps, refill coordination services, and adherence program design — the full set of capabilities that keep patients on therapy after access and affordability barriers are cleared. Oversees CRM adherence programs across brands through TA-aligned ADs, driving trigger logic, messaging cadence, and workflow consistency, while operationalizing patient-facing digital tools and managing the adherence vendor ecosystem.

Key Responsibilities:

• Oversee adherence programs across brands through TA-aligned ADs, driving decisions on trigger logic, messaging cadence, workflows, and consistency across brands

• Operationalize the adherence patient-facing digital tools and companion apps, including content strategy, feature releases, user experience monitoring, and vendor coordination

• Operationalize new adherence capabilities via Acceleration and Insights by TA, including CRM features, app enhancements, and new digital tools

• Define and monitor engagement, adherence, drop-off, and pull-through metrics, including refill rates, persistence data, and companion app engagement to inform ongoing program optimization

• Coordinate with Access and Affordability leadership to ensure adherence touchpoints are sequenced correctly within the broader patient journey

• Manage adherence vendor relationships, including SLAs, performance monitoring, quarterly business reviews, and contract management across CRM, app, refill, and counseling vendors

Points of Collaboration:

• Head of Patient Support CoE: Reporting relationship; strategy alignment, budget, and vertical performance reporting

• Patient Access Operations Lead: Coordinating patient handoffs between access, affordability, DTP, and adherence touchpoints

• Acceleration and Insights by TA: Receiving and operationalizing new adherence capabilities

• DHH (Data, Hub and Hub Technology): Adherence performance metrics, refill/persistence data, CRM campaign effectiveness, CRM platform governance, data architecture, and patient communication infrastructure

• BU Patient Support Strategy Leads (Primary Care+, SP&ID, Oncology): Brand-specific adherence program configuration, launch readiness, and ongoing optimization

• Adherence, CRM, and Counseling Vendors: Primary vendor governance — SLAs, performance, configuration, and contract management

Qualifications:

Minimum education required:

Bachelor's degree; Master's degree preferred

Necessary Skills and Competencies:

• 8+ years in biopharma patient services, CRM management, digital health operations, or adherence program management, with prior experience leading adherence operations across CRM programs, patient-facing tools, and digital companions

• Direct experience managing a Patient CRM platform, including configuration, campaign design, workflow management, and vendor oversight

• Prior experience integrating adherence programs across access, affordability, hub, and broader patient support capabilities

• Strong understanding of adherence barriers, including treatment drop-off drivers, patient engagement challenges, and therapy persistence

• Strong understanding of adherence program models, including digital CRM, reminders, patient-facing tools, field support, refill coordination, and companion programs

• Vendor management skills across multiple vendor types — CRM, companion app, refill coordination, and counseling service providers

• Experience leading and developing teams, including hiring, performance management, talent development, and managing brand/TA-aligned ADs across adjacent operational functions

#PCAS2026

Required Skills:

Adaptability, Adaptability, Brand Asset Management, Brand Management, Business Administration, Business Management, Business Performance Management, Business Reviews, Cross-Cultural Competence, Developing Pricing Strategies, Digital Healthcare, Health Economics, Health Information Management Operations, Health Technology Assessment (HTA), Human Resource Management, Marketing Resource Management (MRM), Market Research, Negotiation, Organizational Performance Management, People Leadership, Preparation of Financial Reports, Professional Networking, Public Health, Resource Allocation, Strategic Consulting {+ 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:

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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

$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 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 Work Arrangements:

Hybrid

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

n/a

Job Posting End Date:

08/15/2026

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.

Requisition ID:R408342