MSD
Associate Director, Customer Support – U.S. Pet Technology
MSD, Rahway, New Jersey, us, 07065
Overview
Join our Animal Health team as the Associate Director, Customer Support for US Pet Technology. We’re looking for an experienced contact-center leader to shape the customer experience for pet owners using our products and platforms. This is a collaborative, cross-functional role with visible impact on product adoption, retention and brand trust. You will manage and optimize our third-party customer support partner relationship and prioritize the needs of pet owners. The Associate Director will own the vendor relationship for our contact center partner, lead QA and coaching programs, run data-driven outreach campaigns, and ensure every pet owner interaction reflects our brand and drives measurable improvements in experience and outcomes. Minimum Qualifications: 5+ years managing customer contact center operations for manufacturers or product-based businesses hands-on vendor management experience. Demonstrated success managing outsourced contact centers: SLA/KPI monitoring, escalations, business reviews and contract coordination. Strong Salesforce experience — able to configure, build reports/dashboards and validate automation/campaign requirements (Salesforce Admin experience or equivalent). Proven experience designing and running QA programs (call monitoring, scorecards, calibration, root cause analysis and coaching). Comfortable extracting, preparing and using contact data to execute targeted campaigns and measure outcomes. Excellent written and verbal customer communication skills; ability to set and enforce brand-aligned messaging across phone, chat and email. Data-driven, operationally focused, and committed to improving customer experience and digital reputation. Education: BA/BS in Business Administration or related field (required). Preferred Experience and Skills: Experience with contact center platforms (e.g., NICE, Genesys, Five9) and social listening/reputation tools. Salesforce Administrator certification. Required Skills: Business Requirements Management Change Management Contact Center Operations Customer Communications Customer Service Improvement Key Performance Indicators (KPI) Quality Control Management Quality Improvement Programs Salesforce Administration Strategic Thinking Preferred Skills: Current Employees apply HERE. Current Contingent Workers apply HERE. Responsibilities
Own the relationship with our contact center vendor and serve as the day‑to‑day operational liaison for all tactical, strategic and contractual matters. Monitor vendor performance versus SLAs and KPIs; lead regular business reviews and action plans. Manage escalation paths, service recovery, and continuous improvement plans. Support contract reviews, amendments and renewals with procurement and legal. Lead customer communications and quality assurance for phone, chat and email. Define and enforce messaging, tone and brand standards across channels. Design and run QA frameworks: call monitoring, scorecards, calibration, root cause analysis and targeted coaching. Review interactions to identify quality gaps, training needs and process improvements. Use Salesforce and data to drive contact center performance and pet-owner engagement. Build, maintain and interpret Salesforce reports and dashboards to measure performance, engagement and campaign results. Partner with IT to improve contact data accuracy and to implement Salesforce enhancements, automation and campaign flows. Extract and prepare lists and analytics to power targeted outreach (preventive care, reminders, re-engagement), measure outcomes and optimize campaigns. Protect and grow our digital reputation. Monitor online reviews and social channels for escalations and themes; coordinate responses and remediation with vendor and internal teams. Translate digital feedback into coaching, process changes or product suggestions. Execute strategy and collaborate across functions. Own execution of the pet-owner engagement strategy as it relates to support interactions and outreach campaigns. Partner with Product Operations, IT and Marketing to prioritize and implement improvements that increase efficiency and customer satisfaction. Track and report core metrics (average handle time, FCR, conversion/engagement rates, CSAT/NPS) and deliver insights and recommendations to stakeholders. About the Role Details
US and Puerto Rico Residents Only: We are committed to inclusion. Please consider accommodations during the application or hiring process. US Hybrid Work Model: Hybrid schedule; on-site 3 days per week in most cases with occasional remote work as defined by business needs. The salary range for this role is $126,500.00 - $199,100.00. The final salary depends on factors including education, experience, and location. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. Benefits include medical, dental, vision, retirement benefits (401(k)), holidays, vacation, and more. More information about benefits is available at the company compensation and benefits page. You can apply for this role through the company careers site (or via the Workday Jobs Hub if you are a current employee). Compliance
San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records in compliance with the Fair Chance Ordinance. Los Angeles Residents Only: We will consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable laws. Search Firm Representatives: Merck & Co. does not accept unsolicited assistance from search firms. See posting for details. Equal Opportunity
As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants and prohibit discrimination based on race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other legally protected characteristics. We comply with affirmative action requirements for protected veterans and individuals with disabilities. For more information, visit EEOC Know Your Rights and EEOC GINA Supplement.
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Join our Animal Health team as the Associate Director, Customer Support for US Pet Technology. We’re looking for an experienced contact-center leader to shape the customer experience for pet owners using our products and platforms. This is a collaborative, cross-functional role with visible impact on product adoption, retention and brand trust. You will manage and optimize our third-party customer support partner relationship and prioritize the needs of pet owners. The Associate Director will own the vendor relationship for our contact center partner, lead QA and coaching programs, run data-driven outreach campaigns, and ensure every pet owner interaction reflects our brand and drives measurable improvements in experience and outcomes. Minimum Qualifications: 5+ years managing customer contact center operations for manufacturers or product-based businesses hands-on vendor management experience. Demonstrated success managing outsourced contact centers: SLA/KPI monitoring, escalations, business reviews and contract coordination. Strong Salesforce experience — able to configure, build reports/dashboards and validate automation/campaign requirements (Salesforce Admin experience or equivalent). Proven experience designing and running QA programs (call monitoring, scorecards, calibration, root cause analysis and coaching). Comfortable extracting, preparing and using contact data to execute targeted campaigns and measure outcomes. Excellent written and verbal customer communication skills; ability to set and enforce brand-aligned messaging across phone, chat and email. Data-driven, operationally focused, and committed to improving customer experience and digital reputation. Education: BA/BS in Business Administration or related field (required). Preferred Experience and Skills: Experience with contact center platforms (e.g., NICE, Genesys, Five9) and social listening/reputation tools. Salesforce Administrator certification. Required Skills: Business Requirements Management Change Management Contact Center Operations Customer Communications Customer Service Improvement Key Performance Indicators (KPI) Quality Control Management Quality Improvement Programs Salesforce Administration Strategic Thinking Preferred Skills: Current Employees apply HERE. Current Contingent Workers apply HERE. Responsibilities
Own the relationship with our contact center vendor and serve as the day‑to‑day operational liaison for all tactical, strategic and contractual matters. Monitor vendor performance versus SLAs and KPIs; lead regular business reviews and action plans. Manage escalation paths, service recovery, and continuous improvement plans. Support contract reviews, amendments and renewals with procurement and legal. Lead customer communications and quality assurance for phone, chat and email. Define and enforce messaging, tone and brand standards across channels. Design and run QA frameworks: call monitoring, scorecards, calibration, root cause analysis and targeted coaching. Review interactions to identify quality gaps, training needs and process improvements. Use Salesforce and data to drive contact center performance and pet-owner engagement. Build, maintain and interpret Salesforce reports and dashboards to measure performance, engagement and campaign results. Partner with IT to improve contact data accuracy and to implement Salesforce enhancements, automation and campaign flows. Extract and prepare lists and analytics to power targeted outreach (preventive care, reminders, re-engagement), measure outcomes and optimize campaigns. Protect and grow our digital reputation. Monitor online reviews and social channels for escalations and themes; coordinate responses and remediation with vendor and internal teams. Translate digital feedback into coaching, process changes or product suggestions. Execute strategy and collaborate across functions. Own execution of the pet-owner engagement strategy as it relates to support interactions and outreach campaigns. Partner with Product Operations, IT and Marketing to prioritize and implement improvements that increase efficiency and customer satisfaction. Track and report core metrics (average handle time, FCR, conversion/engagement rates, CSAT/NPS) and deliver insights and recommendations to stakeholders. About the Role Details
US and Puerto Rico Residents Only: We are committed to inclusion. Please consider accommodations during the application or hiring process. US Hybrid Work Model: Hybrid schedule; on-site 3 days per week in most cases with occasional remote work as defined by business needs. The salary range for this role is $126,500.00 - $199,100.00. The final salary depends on factors including education, experience, and location. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. Benefits include medical, dental, vision, retirement benefits (401(k)), holidays, vacation, and more. More information about benefits is available at the company compensation and benefits page. You can apply for this role through the company careers site (or via the Workday Jobs Hub if you are a current employee). Compliance
San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records in compliance with the Fair Chance Ordinance. Los Angeles Residents Only: We will consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable laws. Search Firm Representatives: Merck & Co. does not accept unsolicited assistance from search firms. See posting for details. Equal Opportunity
As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants and prohibit discrimination based on race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other legally protected characteristics. We comply with affirmative action requirements for protected veterans and individuals with disabilities. For more information, visit EEOC Know Your Rights and EEOC GINA Supplement.
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