Associate Director, Patient Experience, Respiratory

Job DescriptionOur company is dedicated to delivering innovations that extend and improve the lives of patients worldwide. We are committed to ensuring that patients can access and benefit from our therapies through thoughtful, patient-centered solutions and strong cross-functional collaboration.The Associate Director, U.S. Patient Experience - Respiratory will play a critical role in shaping and delivering a best-in-class patient experience across the end-to-end journey—from prescription through access, onboarding, and long-term adherence. This individual will serve as a key member of the Patient Experience team, operating within a highly integrated ecosystem across hub services, specialty pharmacy, field access, and data/analytics.This role is responsible for translating the patient strategy into clear specifications, SLAs and enhanced service requirements for Hub, SP and other delivery partners, managing the day to day brand-side interface with internal and external partners on program activation, performance and issue resolution and helping drive the orchestration and continuous optimization of the patient journey. The Associate Director will combine strategic thinking, cross-functional leadership, and strong executional discipline to deliver measurable patient and business impact.Key ResponsibilitiesEnd-to-End Patient Experience StrategySupport the operationalization, activation and optimization of the end-to-end patient experience strategy, spanning access, fulfillment, and adherenceTranslate operational insights into prioritized experience improvements and strategic recommendationsChampion a test-and-learn approach to continuously enhance the patient experience including identifying digital/data driven opportunitiesJourney Orchestration & Cross-Functional IntegrationPartner across hub services, specialty pharmacy, field access, market access, marketing, data/analytics, legal, and compliance to ensure coordinated executionEnable seamless integration across stakeholders, ensuring effective handoffs and alignment across all touchpoints in the patient journeySupport a proactive, insight-driven model that enables early identification and resolution of patient access and adherence risksProgram Leadership & ExecutionLead execution of key patient experience initiatives, translating strategic priorities into clear, actionable plans, deliverables, SLAs, requirements and enhanced servicesDrive disciplined execution across multiple workstreams, including timeline management, risk mitigation, and stakeholder alignmentSupport management of external partners and vendors, including agency and service providers, ensuring high-quality delivery and performanceEducationBachelor’s degree or equivalent (BA/BS) requiredRequirements5+ years of experience in pharmaceuticals or healthcare, with a background in patient experience, patient support programs, access/reimbursement, specialty pharmacy, or related areasDemonstrated experience supporting or optimizing end-to-end patient journeys and patient support modelsStrong strategic thinking and ability to translate insights and data into actionable business recommendationsProven ability to lead cross-functional initiatives and influence without direct authority in a matrixed environmentExperience managing multiple priorities and delivering results in a fast-paced, complex environmentStrong communication and storytelling skills, including ability to synthesize insights for senior stakeholdersDemonstrated ability to leverage data analytics, customer insights, and operational learnings to inform decision-makingHigh degree of integrity, attention to detail, and accountabilityPreferred SkillsExperience in respiratory, specialty therapeutics, or complex reimbursement/access environmentsStrong understanding of hub services, specialty pharmacy operations, and patient support ecosystemsExperience with customer experience tools (e.g., journey mapping, CRM/case management systems, call analytics)Familiarity with business intelligence platforms (e.g., Tableau, Power BI)Experience managing vendors, agencies, and external partners, including contracts and performance managementLeadership ProfileThe successful candidate will:Demonstrate a strong patient-first mindset and passion for improving real-world outcomesThrive in ambiguity and complexity, bringing structure and clarity to evolving initiativesBalance strategic thinking with executional excellenceExhibit strong collaboration and influence skills, building alignment across multiple stakeholdersEmbrace a growth mindset, continuously seeking opportunities to learn, innovate, and improveRequired Skills: Adaptability, Agile Methodology, Brand Management, Collaboration, Decision Making, Digital Analytics, Leading by Influence, Market Access, Marketing, Marketing Budget Management, Market Research, Patient Access, Pharmaceutical Industry, Project Management, Strategic Thinking, Taking OwnershipPreferred Skills: Current Employees apply HERECurrent Contingent Workers apply HEREUS 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:EEOC Know Your RightsEEOC 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.Learn more about your rights, including under California, Colorado and other US State ActsThe salary range for this role is$142,400.00 - $224,100.00This 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 OrdinanceLos 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 OrdinanceSearch 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: RegularRelocation:No relocationVISA Sponsorship:NoTravel Requirements:10%Flexible Work Arrangements:HybridShift:Not IndicatedValid Driving License:NoHazardous Material(s):N/AJob Posting End Date:09/16/2026*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. SummaryLocation: USA - Pennsylvania - North Wales (Upper Gwynedd); USA - New Jersey - RahwayType: Full time