Director, Patient Adherence Operations

Job Description Leads the Adherence Operations vertical within the Patient Support CoE , owning the Patient CRM, companion apps, refill coordination services, and adherence program design - the full set of capabilities that keep patients on therapy after access and affordability barriers are cleared. Oversees CRM adherence programs across brands through TA-aligned ADs, driving trigger logic, messaging cadence, and workflow consistency, while operationalizing patient-facing digital tools and managing the adherence vendor ecosystem. Key Responsibilities Oversee adherence programs across brands through TA-aligned ADs, driving decisions on trigger logic, messaging cadence, workflows, and consistency across brands Operationalize the adherence patient-facing digital tools and companion apps , including content strategy, feature releases, user experience monitoring, and vendor coordination Operationalize new adherence capabilities via Acceleration and Insights by TA, including CRM features, app enhancements, and new digital tools Define and monitor engagement, adherence, drop-off, and pull-through metrics , including refill rates, persistence data, and companion app engagement to inform ongoing program optimization Coordinate with Access and Affordability leadership to ensure adherence touchpoints are sequenced correctly within the broader patient journey Manage adherence vendor relationships , including SLAs, performance monitoring, quarterly business reviews, and contract management across CRM, app, refill, and counseling vendors Points of Collaboration Head of Patient Support CoE : Reporting relationship; strategy alignment, budget, and vertical performance reporting Patient Access Operations Lead : Coordinating patient handoffs between access, affordability, DTP, and adherence touchpoints Acceleration and Insights by TA : Receiving and operationalizing new adherence capabilities DHH (Data, Hub and Hub Technology) : Adherence performance metrics, refill/persistence data, CRM campaign effectiveness, CRM platform governance, data architecture, and patient communication infrastructure BU Patient Support Strategy Leads (Primary Care+, SP&ID, Oncology) : Brand-specific adherence program configuration, launch readiness, and ongoing optimization Adherence , CRM, and Counseling Vendors : Primary vendor governance - SLAs, performance, configuration, and contract management Qualifications Minimum education required: Bachelor's degree; Master's degree preferred Necessary Skills and Competencies 8+ years in biopharma patient services, CRM management, digital health operations, or adherence program management , with prior experience leading adherence operations across CRM programs, patient-facing tools, and digital companions Direct experience managing a Patient CRM platform , including configuration, campaign design, workflow management, and vendor oversight Prior experience integrating adherence programs across access, affordability, hub, and broader patient support capabilities Strong understanding of adherence barriers , including treatment drop-off drivers, patient engagement challenges, and therapy persistence Strong understanding of adherence program models , including digital CRM, reminders, patient-facing tools, field support, refill coordination, and companion programs Vendor management skills across multiple vendor types - CRM, companion app, refill coordination, and counseling service providers Experience leading and developing teams , including hiring, performance management, talent development, and managing brand/TA-aligned ADs across adjacent operational functions Required Skills Adaptability Adaptability Brand Asset Management Brand Management Business Administration Business Management Business Performance Management Business Reviews Cross-Cultural Competence Developing Pricing Strategies Digital Healthcare Health Economics Health Information Management Operations Health Technology Assessment (HTA) Human Resource Management Marketing Resource Management (MRM) Market Research Negotiation Organizational Performance Management People Leadership Preparation of Financial Reports Professional Networking Public Health Resource Allocation Strategic Consulting + 2 more Mandate Mandate Mandates Mandates Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate 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Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Mandate Equal Employment Opportunity 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 $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. medical dental vision healthcare other insurance benefits (for employee and family) retirement benefits including 401(k) paid holidays vacation compassionate and sick days 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. 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 Employee Status: Regular Relocation: Domestic VISA Sponsorship: No Travel Requirements: 25% Flexible Work Arrangements: Hybrid Shift: Not Indicated Valid Driving License: No Hazardous Material(s): n/a 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: R408342 #J-18808-Ljbffr Merck & Co.