Executive Director, Direct-to-Patient Platform

Job Description The Executive Director, Direct-to-Patient Platform,-o wns the day-to-day operating model for the Direct-to-Patient (DTP) Platform vertical, including DTP fulfillment, telehealth integration, specialty pharmacy connectivity, and patient communication workflows. The Executive Director leads vendor strategy and governance, defines operational readiness and performance management approaches, and scales proven DTP capabilities across brands without redesigning the model each time. Partners across specialty pharmacy, fulfillment, digital, legal, and compliance to keep channel operations running and the patient experience consistent. Key Responsibilities: Define direct-to-patient platform operating model , including DTP fulfillment, telehealth integration, specialty pharmacy connectivity, and patient communication workflows Lead DTP platform vendor strategy and governance , including vendor selection, contracting, performance management, and day-to-day operational oversight - issue resolution, performance monitoring, and patient escalation handling Define DTP platform operational readiness , including SOPs, fulfillment workflows, and launch requirements Define DTP platform performance management approach , including patient utilization, fulfillment timelines, drop-off rates, and patient satisfaction metrics Scale proven direct-to-patient capabilities across brands , including graduated innovation pilots, standardized operating models, deployment playbooks, and channel expansion without redesigning the model each time Partner across specialty pharmacy, fulfillment partners, digital, legal, compliance, and brand teams , including channel operations, patient communications, and service continuity Escalate operational issues to the vertical lead when channel performance degrades or patient experience is at risk Points of Collaboration: Head of Patient Support CoE : Reporting relationship; strategy alignment, budget, and vertical performance reporting Patient Experience and Acceleration Lead : Receiving graduated DTP capabilities, understanding original design intent and success criteria Brand Patient Support Strategy Leads: Brand-specific DTP program configuration, patient support strategy alignment, and launch coordination Acceleration and Insights by TA : Transition planning for new capabilities moving to operations Adherence Operations Lead : Alignment with companion app and adherence operations for DTP-enabled patients IAM : Ensuring DTP operations align with SP contracting decisions and network coverage DHH (Data, Hub and Hub Technology) : Channel performance data integration into CoE dashboards Legal, Privacy, and Compliance : DTP fulfillment compliance, patient data handling, and state-level regulatory requirements Education: Bachelor's Degree Required, Master's Degree Preferred Necessary Skills and Competencies: 12+ years in biopharma patient services, specialty pharmacy operations, or channel/fulfillment operations - or equivalent experience in direct-to-consumer logistics, e-commerce fulfillment, or telehealth operations - with prior experience leading platform capabilities: operating model design, vendor governance, and performance management Direct experience managing DTP, home delivery, or emerging fulfillment channel operations in a production environment Vendor management experience , including setting SLAs, monitoring performance, running vendor business reviews, and escalating issues Strong understanding of direct-to-patient fulfillment models and vendor landscape , including home delivery, telehealth, specialty pharmacy integration, and emerging access channels Strong understanding of patient fulfillment ecosystems , including channel performance, patient communications, operational dependencies, and regulatory requirements - including state-level compliance around direct-to-patient drug delivery Ability to scale a proven model across multiple brands without redesigning it each time Experience leading and developing teams , including hiring, performance management, and talent development Required Skills: Cross-Cultural Awareness, Cross-Cultural Awareness, Decision Making, Developing Pricing Strategies, Direct Marketing, E-Commerce, Extensive Traveling, Human Resource Management, Interpersonal Relationships, Latin American Markets, Logistics Management, Market Research, Medical Records Management, Operating Models, Operational Performance Management (PM), Organizational Performance Management, Patient Assistance Programs, People Leadership, Pharmacy Operations, Pricing Processes, Product Development, Product Management, Regulatory Requirements, Retail Pharmacy, Strategic Thinking {+ 2 more} 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. 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. 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 . The salary range for this role is $255,800.00 - $402,700.00 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. Employee Status: Regular Relocation: Domestic VISA Sponsorship: No Travel Requirements: 25% Flexible Work Arrangements: Hybrid Shift: 1st - Day Valid Driving License: Yes Hazardous Material(s): n/a 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. 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: R408343 #J-18808-Ljbffr Merck & Co.