Job Description
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.
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.
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
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.
Requirements
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:
EEOC Know Your Rights
EEOC GINA Supplement
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
U.S. Hybrid Work Model
Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.
The salary range for this role is
$126,500.00 - $199,100.00
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
1st - Day
Valid Driving License
Yes
Hazardous Material(s)
N/A
Job Posting End Date
11/6/2025
- 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.
Requisition ID:R370664
