Director, SP&ID FRM Operations

Job Description Leads the SP&ID FRM Operations vertical within the Patient Support CoE, designing and maintaining the operational infrastructure that enables field reimbursement manager (FRM) deployment across business units. Owns the FRM operating model including territory design methodology, performance measurement framework, CRM capabilities, training curriculum, and hub-FRM coordination protocols. FRMs themselves report into BU commercial leadership; this role provides the back-office backbone that makes their deployment effective. Leads the SP&ID FRM Operations vertical within the Patient Support CoE, designing and maintaining the operational infrastructure that enables field reimbursement manager (FRM) deployment across business units. Owns the FRM operating model including territory design methodology, performance measurement framework, CRM capabilities, training curriculum, and hub-FRM coordination protocols. FRMs themselves report into BU commercial leadership; this role provides the back-office backbone that makes their deployment effective. Key Responsibilities Define and deploy FRM engagement operations, including field force planning, territory design methodology, CRM configuration and requirements, performance management, FRM KPIs, and reporting Lead FRM engagement planning and territory management, including account prioritization, territory alignment, and engagement planning Support operationalization of case-specific access support and broad-based education, including reimbursement support, payer dynamics, provider office processes, and access topics Operationalize next-best-action and field enablement, including training coordination, CRM readiness, and field execution support Define FRM performance management approach, including KPIs, reporting routines, dashboards, scorecards, and CRM-enabled visibility that BU leadership uses to manage their FRM teams Design and maintain hub-FRM coordination protocols that govern how case information flows between hub case managers and field-based FRMs Recommend territory alignment and coverage model changes to BU commercial leadership based on access data, fulfilment trends, and payer landscape shifts Points Of Collaboration Head of Patient Support CoE: FRM strategy alignment, budget, and performance reporting BU Patient Support Strategy Leads (Primary Care+, SP&ID, Oncology): FRM deployment priorities; delivering territory recommendations, performance analytics, and training content Patient Access Operations Lead: Designing hub-FRM coordination protocols; ensuring case data flows between hub and FRM systems Other field teams e.g., Sales: Aligning FRM territories and coordination methodology with broader field team models DHH (Data, Hub and Hub Technology): FRM performance data integration into CoE measurement framework Legal, Privacy, and Compliance: FRM interaction documentation standards, transparency reporting, and HCP engagement compliance Qualifications Minimum Education Required: Bachelor's degree; Master's degree preferred Necessary Skills And Competencies 8+ years in biopharma field operations, reimbursement, or commercial operations, with significant FRM or field enablement experience leading FRM or field operations — targeting, territory management, field deployment, and performance management Direct experience designing FRM or field team operational infrastructure, including territory models, CRM configurations, and performance frameworks Strong understanding of access barriers and the reimbursement landscape, including PA processes, payer policies, appeals, medical vs. pharmacy benefit dynamics, provider office reimbursement processes, and FRM support models Strong knowledge of legal, compliance, and regulatory considerations for field access, reimbursement support, and customer-facing teams Experience building performance analytics and reporting packages that field leadership uses to manage team effectiveness, with strong CRM and data architecture knowledge of how FRM activity data should be captured, integrated with hub systems, and reported Track record of partnering with BU commercial team as an enablement function Ability to manage a team of Directors and ADs who provide BU-specific back-office support across distinct therapeutic areas #J-18808-Ljbffr Merck