Executive Director, Intelligent Personal Engagement

Job Description As our company accelerates its adoption of artificial intelligence, we are evolving into an organization powered by intelligent products, agentic workflows, and agile teams. To deliver measurable business value, we are transforming how our customer-facing teams and service channels connect with healthcare professionals and patients. The Executive Director, Personal Engagement is a senior leadership role within the Digital Human Health (DHH)/ Digital Content & Customer Experience Capabilities (DCCE) team. This leader will define the strategy for our Personal Engagement product ecosystem—encompassing sales and sales operations, customer service, patient CRM, and all associated AI capabilities and agents. Operating at the highest level of complexity, ambiguity, and cross-functional impact, you will lead the shift toward a digitally augmented, AI-powered commercial execution model. You will align senior stakeholders across the enterprise, drive major technology investment decisions, and sponsor enterprise-wide transformations to ensure our field forces, service agents, and patient touchpoints deliver highly optimized and impactful user experiences. Primary Responsibilities: Define and drive enterprise strategic direction for the Personal Engagement product line, encompassing Face-to-Face (F2F) sales, sales operations, customer service, patient CRM, and the integration of next-generation AI agents. Set the strategy for the evolution of commercial capabilities, driving the transformation of Sales/CRM, customer service, and patient engagement platforms from static systems of record into a unified, AI-powered ecosystem. Champion the shift toward intelligent, product-driven solutions that leverage agentic workflows and predictive insights to deliver hyper-personalized patient journeys, proactive service resolutions, and a highly optimized, digitally augmented field force. Drive cross-functional alignment across business engagement, product management, architecture, engineering, analytics, and data teams to ensure integrated delivery of personal engagement capabilities. Sponsor enterprise transformation and operating model changes, championing the adoption of agentic workflows, remote engagement capabilities, and AI-driven field suggestions to navigate the evolving sales and marketing landscape. Lead the operating model and governance approach for broader Adobe stack evolution relevant to this scope, including scalable role design, access models, enablement, and cross-product administration as capabilities expand across Adobe platform. Monitor the evolution of AI, customer engagement, and marketing technology trends—and translate emerging capabilities into strategic recommendations for how our platforms, operating model, and solutions should evolve to deliver greater business value, scalability, and customer impact. Provide thought leadership on how advances in AI, agentic workflows, and connected platform capabilities should inform product direction, roadmap priorities, and enterprise solution design across customer intelligence, orchestration, and measurement. Shape long-term investment priorities, roadmap tradeoffs, and resource strategy for the product line, ensuring alignment to enterprise priorities and measurable business outcomes. Partner with senior executives and enterprise stakeholders to translate strategic priorities into an executable, scalable roadmap with clear governance, adoption, and operating discipline. Lead through multiple layers of leadership and/or through influence across highly matrixed teams, while shaping talent strategy, leadership capability, and organizational readiness for a more AI-enabled and data-driven operating model. Education Minimum Requirement Bachelor’s Degree in Science, Technology, Business, Information Systems, or a related field. Required Experience and Skills 10+ years of experience leading enterprise-scale CRM, sales execution, marketing technology, or customer/patient service product capabilities with measurable business impact. Deep domain expertise in Sales Force Automation (SFA), CRM, patient engagement, workforce optimization, and the integration of AI/agents in commercial workflows. Demonstrated success setting strategy for highly complex, enterprise-level capability areas with long-term business, operational, and talent implications. Experience leading large-scale enterprise transformation, operating model redesign, and platform modernization in ambiguous, fast-evolving environments. Proven ability to align senior stakeholders across multiple matrixed functions, influencing strategic decisions on investments, governance, and platform adoption. Strong communication and executive presence, with the ability to translate complex technical/AI concepts into clear strategic decisions for both technical and non-technical business leaders. Preferred Experience and Skills Advanced degree in Business Administration, Information Science, Computer Science, or a related field. Extensive experience in healthcare, life sciences, or other regulated environments requiring strict adherence to privacy, compliance, and governance by design. Deep knowledge of commercial SaaS ecosystems (Veeva, Salesforce, etc.) and experience leading enterprise governance across multi-product environments. Required Skills: Benefits Management, Business Analysis, Business Decisions, Business Process Improvements, Computer Science, Customer Service, Customer Support, Digital Healthcare, Governance Management, Marketing, Marketing Management, Operating Models, Patient Engagement, Program Management, Role Design, Stakeholder Relationship Management, Strategic Planning, Technology Investments, Thought Leadership, Workforce Planning 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: 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. Learn more about your rights, including under California, Colorado and other US State Acts The salary range for this role is $231,900.00 - $365,000.00 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: VISA Sponsorship: Travel Requirements: Flexible Work Arrangements: Hybrid Shift: Valid Driving License: Hazardous Material(s): Job Posting End Date: 07/22/2026 *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. Our company is a global health care leader with a diversified portfolio of prescription medicines, vaccines and animal health products. The difference between potential and achievement lies in the spark that fuels innovation and inventiveness; this is the space where we have codified our legacy for over a century. Our success is backed by ethical integrity, forward momentum, and an inspiring mission to achieve new milestones in global healthcare.