Project Manager, Remote Engagement Operations

| Philadelphia, PA +80 more | Remote | Hybrid
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Job Description
New Hires based in the US & Puerto Rico will be required to demonstrate that they have been fully vaccinated for Covid-19 or qualify for a medical or religious exemption or accommodation to this vaccination requirement, subject to applicable law.
Our Marketing team is passionate about bringing our medicines and vaccines to our customers around the world. Through digital listening and patient analytics, we are able to understand our customers' needs and strive to provide solutions to meet them.
Our Company's Vaccine Customer Center organization includes both sales and customer service teams focused on vaccine promotion and direct customer order management, respectively. The Vaccine Customer Center sales teams are primarily responsible for promotion of our company's vaccine portfolio to HCPs/ HBPs (direct and indirect customers) via a remote engagement model. The customer service team within the Vaccine Customer Center is responsible for order management (e.g., orders, returns, shipping, invoice payment, pricing) for HCP/ HBP customers who purchase vaccines directly from our company.
The Project Manager, Remote Engagement Operations will provide project management support for strategic initiatives related to sustaining and enhancing remote engagement capabilities employed by our company's Vaccine Customer Center. The Project Manager, Remote Engagement Operations will also be responsible for oversight, problem resolution and enhancement of the overall operations of contact center activities and for ensuring the timely delivery of resources and capabilities needed to support Vaccine Customer Center execution across the full vaccine product portfolio.
Primary Responsibilities:
Perform project management activities to sustain and enhance remote engagement capabilities employed by the company Vaccine Customer Center:

  • Lead/ support pilot initiatives to implement new capabilities and apply key learnings to inform broader organizational application
  • Coordinate between appropriate internal departments and applicable external vendors to accomplish essential tasks and deliverables
  • Work across functional areas within our company, including marketing, IT, compliance, legal, and others to understand requirements and help advance projects
  • Develop and execute project plan including timelines and budget, and keep project members and management aware of progress
  • Analyze and report project results as well as customer insights, to inform future strategies
  • Manage timelines in accordance with organization requirements, established approval protocols, and systems constraints


Provide oversight, problem resolution and enhancement of the operations of contact center activities:

  • Maintain, apply and improve the Vaccine Customer Center telephone and CRM systems
  • Serve as primary point of contact for the company Vaccine Customer Center for all operational needs
  • Liaise with other internal stakeholders, including but not limited to the Business Service Center, Order Management Center, etc. for all direct vaccine-related business
  • Monitor internal metrics, including forecasting incoming calls, for shifts in customer behavior that may impact business outcomes
  • Evaluate reports and processes within the Vaccine Customer Center to identify opportunities to enhance the efficiency of operations
  • Develop and maintain Vaccine Customer Center specific policies and procedures
  • Act as operational liaison to vendor business partners to ensure that contracted operations meet the needs of the business
  • Determine and document SLAs and other applicable internal metrics. Ensure adherence to all agreed SLAs between the Vaccine Customer Center and external vendor(s).


Ensure the timely delivery of resources and capabilities needed to support the Vaccine Customer Center execution:

  • Participate in the assessment of new digital capabilities as introduced by vendors/ agencies/ brand teams
  • Leadership of PRT approvals for Vaccine Customer Center promotional resources
  • Management and oversight of vendors involved in creation and production of resources


The ideal candidate for this role will demonstrate the following behaviors and attitudes:

  • Exemplary interpersonal and communication skills
  • Be a self-motivated, high-energy professional with a collaborative spirit and a passion for driving innovation and results
  • Have the aptitude to identify areas of strategic alignment and synergies across different stakeholders to meet business objectives
  • Be personally accountable and committed to accomplishing objectives with the highest degree of integrity and in accordance with our company's values and standards


Education Minimum Requirement:

  • BA/BS


Required Experience and Skills:

  • Minimum 3+ years of experience in a Client services, Operational management and/or Inbound Contact Center environment.
  • Strong project management experience, with the ability to manage multiple projects simultaneously.
  • Digital marketing/ promotion experience.
  • Subject matter expertise in digital channels, multi-channel integration and remote customer engagement.
  • Change Management Skills - ability to gain sponsorship and work as a change agent to effectively drive change required.
  • Excellent communication; written, verbal & presentation skills.
  • Strong interpersonal and effective collaboration skills .
  • Proven problem-solving skills.
  • Proficiency in Microsoft Office applications (SharePoint, Excel, PowerPoint, Word).
  • Experience working with outside service providers.
  • Ability to translate customer needs into technical requirements
  • Strong aptitude towards usage of automated systems.


Preferred Experience and Skills:

  • Qlik proficiency
  • Previous experience working with IT


Our Human Health Division maintains a "patient first, profits later" ideology. The organization is comprised of sales, marketing, market access, digital analytics and commercial professionals who are passionate about their role in bringing our medicines to our customers worldwide.
Who we are ...
We are known as Merck & Co., Inc., Kenilworth, New Jersey, USA in the United States and Canada and MSD everywhere else. For more than a century, we have been inventing for life, bringing forward medicines and vaccines for many of the world's most challenging diseases. Today, our company continues to be at the forefront of research to deliver innovative health solutions and advance the prevention and treatment of diseases that threaten people and animals around the world.
What we look for ...
Imagine getting up in the morning for a job as important as helping to save and improve lives around the world. Here, you have that opportunity. You can put your empathy, creativity, digital mastery, or scientific genius to work in collaboration with a diverse group of colleagues who pursue and bring hope to countless people who are battling some of the most challenging diseases of our time. Our team is constantly evolving, so if you are among the intellectually curious, join us-and start making your impact today.
NOTICE FOR INTERNAL APPLICANTS
In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.
If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.
Residents of Colorado
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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.
For more information about personal rights under Equal Employment Opportunity, visit:
EEOC Poster
EEOC GINA Supplement
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Pay Transparency Nondiscrimination
We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively. We are an equal opportunity employer, committed to fostering an inclusive and diverse workplace.
Search Firm Representatives Please Read Carefully
Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, 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:
Travel Requirements:
10%
Flexible Work Arrangements:
Remote Work
Shift:
1st - Day
Valid Driving License:
Hazardous Material(s):
Number of Openings:
1

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What are Merck Perks + Benefits

Merck Benefits Overview

Our commitment to you
We promise a Merck experience based on
a foundation of…
Culture
We are committed to fostering an environment where all colleagues
feel welcomed, respected and valued.
Responsibility
We are committed to tackling the world’s biggest health challenges by
discovering better ways to make a difference in everything we do.
Career development
We are committed to encouraging professional career development that
aligns to our business strategy.
Rewards
We are committed to offering plans, programs and resources that provide
you and your family what you need, when you need it

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Mandated unconscious bias training
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
Mental health benefits
Transgender health care benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Performance bonus
Charitable contribution matching
Pension
Child Care & Parental Leave Benefits
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Return-to-work program post parental leave
Company sponsored family events
Fertility benefits
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Sabbatical
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Company-wide vacation
Office Perks
Commuter benefits
Company-sponsored outings
Onsite office parking
Recreational clubs
Relocation assistance
Fitness stipend
Home-office stipend for remote employees
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Virtual coaching services

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