Associate Director, Patient Support Data Strategy & Management

About the job

Job Description

Role Summary
Our 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, Patient Support Data Strategy & Management - Our product will lead the end-to-end data and insights strategy for the Patient Support Program across hub services, specialty pharmacies, adherence programs, and emerging support channels. This individual will design the data foundation, measurement framework, and reporting approach needed to understand patient progression from prescription through access, onboarding, fulfillment, adherence, and persistence.

Serving as the brand-specific Patient Support Program data subject matter expert, the Associate Director will translate data structure, availability, and patient-level signals into recommendations that inform program design, channel investment, patient engagement, and operational action. The role will partner across Patient Experience, data and analytics, hub and specialty pharmacy operations, field access, marketing, and external vendors to ensure data integrity, operationalize data flows, identify emerging risks and root causes, and close the loop between insight and action.

• Key Responsibilities may include but aren’t limited to:
• Lead end-to-end brand data strategy, design & mapping for Patient Support Program, including Hub, Specialty Pharmacies, adherence programs and new channels, designed at the outset to support insight generation
• Translate strategic priorities and analytical findings into clear plans, data specifications, deliverables, service-level expectations, and enhanced service requirements.
• Lead Patient Support Program data management & integrity to support confident, timely decision-making
• Drive disciplined execution across multiple workstreams, including timeline management, risk mitigation, issue resolution, and stakeholder alignment.
• Manage the day-to-day brand-side interface with external/internal partners and vendors on data delivery, program activation, performance, and continuous improvement.
• Drive CX data enablement across key customer groups
• Serve as brand-specific Patient Support Program (PSP) data SME, translating data structure and availability into recommendations that inform program design, channel investment, and patient engagement strategy
• Lead cross-department collaboration with vendors and data aggregators to operationalize the data strategy and ensure insights are embedded in ongoing program management.
• Lead strategy and implementation of establish post-script Patient Support Program measurement framework, defining the KPIs and data flows needed to detect patient risk signals (such as delayed fill, early discontinuation, or disengagement from support touchpoints) early enough to enable proactive intervention
• Develop segmentation and risk-scoring models that identify patients likely to delay their first fill or discontinue treatment, enabling PSP operations to intervene before disengagement occurs
• Develop dashboards and routine reports to measure Patient Support Program performance to flag emerging trends, root causes, and recommended actions for brand and PSP leadership
• Responsible for cross functional collaboration & communication to ensure seamless execution across all BU teams to close the loop between insight and action, ensuring findings translate into concrete changes to outreach cadence, channel mix, or program design
• Core contributor to developing vendor data contracting strategy & oversight

• Education
• Bachelor’s degree or equivalent (BA/BS) required

• Requirements
• 5+ years of experience in pharmaceuticals or healthcare, with experience in patient support programs, patient experience, data and analytics, access and reimbursement, specialty pharmacy, or related areas.
• Deep understanding of hub services, specialty pharmacy operations, patient status codes, prescription fulfillment workflows, and Patient Support Program reporting.
• Demonstrated experience using operational, journey, or customer data to identify barriers, assess performance, and drive measurable process or program improvements.
• Experience defining KPIs, business requirements, data specifications, and dashboards for complex cross-functional programs.
• Strong strategic and analytical thinking, with the ability to translate complex data and insights into actionable business recommendations.
• Proven ability to lead cross-functional initiatives and influence without direct authority in a matrixed environment.
• Experience managing multiple priorities and delivering results in a fast-paced, complex environment.
• Strong communication and storytelling skills, including the ability to synthesize insights, implications, and recommended actions for senior stakeholders.
• High degree of integrity, attention to detail, and accountability.

• Preferred Skills
• Experience in respiratory, specialty therapeutics, or complex reimbursement and access environments.
• Experience with Patient Support Program data models, vendor data feeds, data aggregators, and data-quality management.
• Experience with customer experience and analytics tools, including journey mapping, CRM or case-management systems, call analytics, and business intelligence platforms such as Power BI.
• Experience developing patient segmentation, predictive analytics, or risk-scoring approaches.
• Experience managing vendors and external partners, including data requirements, contracts, service levels, and performance management.

• Leadership Profile
• The successful candidate will:
• Demonstrate a strong patient-first mindset and passion for improving real-world outcomes
• Thrive in ambiguity and complexity, bringing structure and clarity to evolving initiatives
• Balance strategic thinking with executional excellence
• Exhibit strong collaboration and influence skills, building alignment across stakeholders
• Embrace a growth mindset, continuously seeking opportunities to learn, innovate, and improve
• Ability to synthesize complex data into clear narratives for stakeholders.

Required Skills:
Adaptability, Adaptability, Advertising Campaign Development, Agile Methodology, Business Decisions, Complex Analysis, Creative Campaign Development, Data Aggregation, Data Integrity, Data Management Platforms, Decision Making, Digital Analytics, Influencing Skills, Liaison Work, Managing Ambiguity, Marketing Budget Management, Marketing Strategy Implementation, Market Research, Multitasking, Partner Relationship Management (PRM), People Leadership, Pharmaceutical Industry, Pharmacy Benefits Management (PBM), Pricing Strategies, Principles of Marketing {+ 7 more}
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.

Learn more about your rights, including under California, Colorado and other US State Acts

The salary range for this role is
$142,400.00 - $224,100.00
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 https://jobs.merck.com/us/en/compensation-and-benefits .

You can apply for this role through https://jobs.merck.com/us/en (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:
10%
Flexible Work Arrangements:
Hybrid
Shift:
Not Indicated
Valid Driving License:
No
Hazardous Material(s):
N/A
Job Posting End Date:
10/23/2026 *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.