Job DescriptionJob Title: Director, Content DeliveryPosition SummaryThe Director, Content Delivery is accountable for the performance, scalability, and evolution of the Content Hub & DPP operating model. This role leads an internal team of direct reports and has end-to-end responsibility for the outsourced centralized content delivery service, ensuring high-quality, compliant, efficient, and stakeholder-centered delivery across agile marketing teams. The Director partners across Marketing Operations, CEI, Therapeutic Areas, Content Accelerator, DHH/IT, Compliance, Finance, Procurement, and managed service partners to drive operational excellence, financial stewardship, continuous improvement, and adoption of AI-enabled and automated ways of working that support the future-state customer engagement model.
Primary 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.
Required Qualifications- 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 Qualifications- 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.
Required Skills: Creativity, Delivery Management, Digital Marketing, Marketing Budget Management, Marketing Management, Marketing Operations, Market Research, Omnichannel Marketing, Pharmaceutical Sales Marketing, Stakeholder Negotiations, Teamwork
Preferred Skills: Current Employees apply HERE
Current Contingent Workers apply HERE
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:Not Indicated
Valid Driving License:No
Hazardous Material(s):N/A
Job Posting End Date:09/30/2026
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