Director, Product Success

Job Description

The Opportunity

Join a global pharmaceutical company with a 130-year legacy and mission to achieve new milestones in healthcare. As part of the Digital Human Health (DHH) organization, you will help shape how our company forecasts and makes commercial decisions. Working within Commercial AI Capabilities (CAIC), you will play a leadership role on the forecasting product team, coordinating more than 1,000 users across the globe to deliver data-driven insights across 15+ franchise areas.

This role sits at the intersection of product strategy and customer success. You will ensure that the product not only evolves to meet the business's needs, but is activated effectively and delivers measurable impact for the global forecasting community.

Role Overview

As Director, Product Success, you will collaborate with colleagues in product management and delivery to drive the strategy for product adoption and customer activation, serving as the primary voice of the customer in shaping the product roadmap. You will partner closely with members of our global team to ensure the product is built, refined, and deployed in ways that generate measurable business value. You will serve as a leader within the Commercial AI Capabilities organization, influencing stakeholders at every level of the enterprise.

What You Will Do

Customer Success and Product Activation

• Embed with forecasting and commercial stakeholders globally to develop deep understanding of their business problems and configure the product to meet their needs
• Collaborate with forecasting leaders to anticipate future solution requirements and ensure the product roadmap is evolving to meet them
• Co-develop training, enablement materials, and communications that help users across the globe use the product effectively
• Work with stakeholders in a consultative and responsive manner to deliver high-quality, high-impact analytical and forecasting solutions

Voice of Customer and Roadmap Influence

• Serve as the primary advocate for customers in product planning, helping to propose, prioritize, and evaluate features based on user needs and business impact
• Develop systematic feedback loops and translate insights from users into clear, actionable product requirements
• Partner with the Product Management team to co-own the product roadmap strategy, balancing customer needs, scalability, and long-term business priorities

Product Impact Measurement and Quality

• Define and manage KPIs for product adoption, user satisfaction, output quality, and business impact; set targets and report progress to leadership
• Develop and execute quality assurance plans to ensure the configured product consistently meets business needs
• Identify opportunities for continuous improvement and measure outcomes over time

Team Leadership

• Lead, develop, and inspire a team across product success functions
• Foster a culture of customer obsession, growth mindset, and continual learning
• Create talent pathways within the organization and across the broader DHH organization
• Mentor and guide team members, providing direct feedback and coaching to drive high performance

Senior Stakeholder Engagement

• Build trusted relationships with forecasting leadership, commercial operations, and IT stakeholders across our company's global business units
• Influence product strategy and investment decisions through executive-level business cases and ROI framing
• Present product outcomes, roadmap direction, and success metrics to senior and executive audiences with clarity and impact
• Navigate complex organizational dynamics to drive alignment across cross-functional teams in a matrixed environment

What You Should Have

Basic Qualifications

• Bachelor's degree in Business, Analytics, Life Sciences, Computer Science, or a related field
• 8+ years of experience in analytics, product management, or consulting roles in pharmaceutical or life sciences
• Demonstrated knowledge of pharmaceutical forecasting processes and commercial operations
• Demonstrated ability to drive large scale transformation with delivered business outcomes
• Proven experience leading or owning product management or product success delivery for a technology product or analytics platform
• Strong track record of managing stakeholder relationships, including executive and cross-functional stakeholders in a matrix environment
• Excellent communication and interpersonal skills, with the ability to connect with technical and non-technical audiences

Preferred Qualifications

• MBA or advanced degree preferred
• Experience building or scaling analytics or technology products for internal enterprise users
• Familiarity with AI/ML, GenAI, or agentic analytics capabilities and their application to commercial decision-making
• Consulting or advisory background supporting life sciences or pharmaceutical clients
• Experience working with or alongside global commercial forecasting teams (finance, marketing, integrated revenue forecasting)
• Experience establishing adoption metrics and incorporating user feedback into product roadmaps

Required Skills

Backlog Management - Benefits Management - Change Management - Cross-Functional Leadership - Customer Engagement - Data-Driven Decision Making - Forecasting - Influence Without Authority - Learning New Technologies - Meeting Deadlines - Pharmaceutical Commercial Operations - Product Management - Roadmap Strategy - Stakeholder Communications - Stakeholder Engagement - Strategic Planning - Strategic Thinking - Team Leadership - Works Under Pressure

Required Skills:
Business Intelligence (BI), Computer Science, Customer Success, Database Design, Data Engineering, Data Insights, Data Modeling, Data Science, Data Visualization, Goal Feedback, Machine Learning (ML), Product Management, Product Planning, Product Roadmap, Quality Assurance (QA), Quality Assurance Processes, Quality Objectives, Software Development, Stakeholder Engagement, Stakeholder Relationship Management, Waterfall Model

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 .

You can apply for this role through (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:
No relocation

VISA Sponsorship:
No

Travel Requirements:
25%

Flexible Work Arrangements:
Remote

Shift:
Not Indicated

Valid Driving License:
No

Hazardous Material(s):
n/a

Job Posting End Date:
07/16/2026
*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: R405436