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Job Information

Merck Senior Specialist, Contact Center Project Manager in Boston, Massachusetts

Job Description

Our Marketing teams are 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.

The Customer Service Management (CSM) team has responsibility to drive, manage and implement remote two-way customer service engagements. The CSM team manages customer, consumer and employee service interactions across communication channels such as digital, social, chat, phone and

mail for all product/vaccine and company information requests. The CSM team also serves as the designated point of contact for the intake of adverse events, and product quality complaints for the U.S. market. The CSM Senior Specialist position role ensures the strategies of marketing, research,manufacturing, corporate and commercial operations are demonstrated in our customer interactions.

Primary Activities:

  • Collaboration with marketing, research, manufacturing, global communications and other internal stakeholders to strategically apply capabilities, and develop and execute contact center strategies to support their business/customer objectives, marketing programs, product launches, product label changes, and media/market events.

  • Manage development and execution of customer/consumer/ employee multi-channel communications, work flow processes, and operating procedures to ensure effective and efficient contact center operations and consistent delivery of the desired customer experience.

  • Ensures company and regulatory compliance requirements are achieved; which includes the appropriate review/approval processes are adhered to.

  • Development and execution of new hire and on-going training of strategic vendors. This includes product information, customer communications, standard operating procedures, systems, new channel capabilities, customer experience, adverse event and product quality reporting.

  • Collaborate with internal stakeholders to develop and execute changes in processes/ procedures, plan and implement new strategies, share status of operations and key performance metrics, and manage escalated issues.

  • Manage escalated customer requests to resolution, and assess customer interactions to continually enhance the customer experience and achieve operational excellence

  • Monitor, analyze, and report customer insights with internal stakeholders, and implement innovative customer focused solutions and customer experience enhancements.

  • Develop ongoing enhancements to deliver high quality customer interactions, and increase operational efficiency and effectiveness

  • Routinely perform quality checks and partner with strategic vendors to provide coaching and best practices

  • Ensures the delivery of the desired customer experience for all customer/employee engagements

  • Supports system enhancements, new IT capabilities and solutions to improve operational efficiency and effectiveness.

Preferred Education:

  • High School Diploma/GED and six (6) years of customer service/sales experience or military experience or B.S./B.A. with minimum of three (3) years of customer service/sales experience or military experience.

Required Experience and Skills:

  • Minimum 3 years of customer service/sales experience

  • Excellent communication; written, verbal & presentation skills

  • Strong project management and problem-solving skills

  • Strong interpersonal and effective collaboration skills

  • Customer centric focus with customer care experience

  • Ability to optimize operations and champion change

  • Process oriented and attention to detail

  • Experience and success in cross-functional leadership and teamwork

  • Strong analytical and technical skills

Preferred Experience and Skills:

  • Promotional Review Experience

  • Experience with external vendors

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., Rahway, 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.


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.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

Current Employees apply HERE (https://wd5.myworkday.com/msd/d/inst/1422$1533/rel-task/3001$14.htmld)

Current Contingent Workers apply HERE (https://wd5.myworkday.com/msd/d/task/1422$4020.htmld)

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 (https://survey.sogosurvey.com/r/aCdfqL) if you need an accommodation during the application or hiring process.

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Know Your Rights (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf)

EEOC GINA Supplement​

Pay Transparency Nondiscrimination (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)

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.

Under New York City, Washington State and California State law, the Company is required to provide a reasonable estimate of the salary range for this job. Final determinations with respect to salary will take into account a number of factors, which may include, but not be limited to the primary work location and the chosen candidate’s relevant skills, experience, and education.

Expected salary range:

$97,680.00 - $153,700.00

Available benefits include bonus eligibility, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days. For Washington State Jobs, a summary of benefits is listed here (https://www.benefitsatmerck.com/) .

Learn more about your rights, including under California, Colorado and other US State Acts (https://www.msdprivacy.com/us/en/CCPA-notice/)

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:



No relocation

VISA Sponsorship:


Travel Requirements:


Flexible Work Arrangements:

Remote Work


Valid Driving License:


Hazardous Material(s):

Requisition ID: R230863