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 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. 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. 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. 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. 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 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 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 Location and Availability US and Puerto Rico Residents Only. 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. Salary and Compensation Salary range: $282,200.00 - $444,200.00. The successful candidate will be eligible for an annual bonus and long-term incentive, if applicable. Benefits We offer a comprehensive package of benefits including 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. EEO Statement 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 and EEOC GINA Supplement. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively. Additional Information Regular employee status. Hybrid work arrangements. No travel requirements noted. No visa sponsorship mentioned. #J-18808-Ljbffr Merck & Co.