Responsibilities

• Lead the Content Hub & DPP centralized content delivery operating model, with accountability for end-to-end service performance across content creation, approval, production, publishing, optimization, and operational support.
• Manage, coach, and develop a team of Assoc Directors responsible for the end-to-end content delivery service within a portfolio of agile teams, including governance, service management, and stakeholder engagement.
• Own performance management of the outsourced centralized content delivery service, holding managed service partners accountable for quality, capacity, productivity, cost effectiveness, staffing, capability development, and service-level outcomes.
• Establish and monitor operational metrics, KPIs, SLAs, and stakeholder feedback mechanisms to improve throughput, cycle time, quality, utilization, compliance, and customer experience.
• Lead annual planning, demand forecasting, capacity planning, resource optimization, budget management, and financial governance for content delivery services.
• Partner with Content Capabilities, DHH, Tech Product Owners, and business stakeholders to operationalize AI-enabled workflows, automation, dynamic content, and Blueprint-aligned ways of working.
• Build trusted partnerships across CEI, Marketing, DHH, and Content Accelerator to align service delivery with business priorities.
• Ensure content delivery operations adhere to applicable compliance, privacy, quality, promotional review, and documentation requirements.
• Lead managed service governance routines, including performance reviews, escalation management, contract alignment, and continuous improvement planning with outsourced delivery partners.
• Oversee service intake, prioritization, demand management, and operational risk processes to ensure delivery capacity is aligned to business priorities and service disruptions are proactively mitigated.

Requirements

• Bachelor’s degree required.
• 10+ years of experience in marketing operations, content operations, digital production, creative operations, agency operations, managed services, or related disciplines.
• Demonstrated experience leading direct reports, cross-functional teams, enterprise programs, and scalable operating models.
• Experience managing external agencies, outsourced delivery, or managed service partner performance, including service-level outcomes and operational accountability.
• Strong financial management, resource planning, operational performance management, and stakeholder management experience.
• Proven ability to lead organizational change, innovation mindset, influence senior stakeholders, and drive execution through ambiguity.

Preferred

• Knowledge of content lifecycle management, agile ways of working, Workfront, VVPM, DAM, Design System, Content Management Platforms, and marketing technology ecosystems.
• Experience implementing AI-enabled workflows, automation, dynamic content, or content intelligence capabilities.

Benefits

• 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 .