Director, Customer Care

Job Description

The Director of Customer Care is a key position in our company transforming our Customer Care organization. This role is responsible for elevating customer experience by evaluating and evolving our customer care model, which has been scaled alongside business growth and acquisitions. The incumbent will ensure internal and external customer journeys are seamless—enabled through a single point of entry and a customer-centric team delivering personalized, high-value interactions aligned to customer attributes. This leader will ensure that people, processes, systems, and third-party resources are harmonized and simplified to deliver end-to-end transparency, aligned KPIs, and consistently high customer satisfaction. In parallel, the role will oversee vendor partnerships supporting Customer Care, including contract employees and outsourced services, ensuring efficiency, compliance, and cost optimization.

The role will define, create, and lead the implementation and execution of innovative strategies that deliver a consistent, trusted service experience for our company's Animal Health customers. To create competitive advantage and drive revenue growth through engaged customers, this role will champion the customer experience.

This role will report to the Executive Director, Channel Operations and Engagement and is accountable for ensuring the Customer Care team and all supporting channel groups meet customer service needs. This position oversees the operations and leaders for Direct Vet and Monitoring, Channel Partners, Large Direct Customers, Key Customer Accounts, ID Tags and Pet Owners.

As we continue to evolve our operating model to support future growth, this role will also optimize the mix of internal and external resources, ensuring vendor performance, contract compliance, and budget discipline. The leader will develop and inspire a team of leaders, bring unity to new and existing teams, drive upskilling and reskilling, and promote best-practice sharing to deliver a seamless, unified customer experience.

This role partners closely with Marketing, Finance, Business Service Center (BSC), Procurement, Legal, IT, Compliance and other functions to ensure operational excellence, fiscal accountability, and scalable service delivery.

Primary Responsibilities

Strategic

• Shape the long-term strategy and operating model of the Customer Care organization, including make/buy workforce decisions and vendor utilization strategy

• Define and execute policies and procedures that enable an enthusiastic, holistic, and effective customer service experience

• Identify and lead initiatives to improve technology, systems, policies, and partner models to enhance both customer experience and employee/contractor retention

• Collaborate cross-functionally to design and implement scalable solutions that balance service quality, cost, and operational risk

Operational

• Leverage extensive SAP experience to navigate systems, particularly in support of customer service operations, vendor management, and financial tracking

• Make recommendations on practical project solutions related to SAP and operational efficiency

• Provide >

  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.

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  The salary range for this role is

  $156,900.00 - $247,000.00

  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 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:

  Domestic

  VISA Sponsorship:

  No

  Travel Requirements:

  25%

  Flexible Work Arrangements:

  Hybrid

  Shift:

  1st - Day

  Valid Driving License:

  Yes

  Hazardous Material(s):

  N/A

  Job Posting End Date:

  07/8/2026

  *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.