POSITION SUMMARY:
The Senior Vice President, Commercial Business Systems leads MSD's customer-facing organizations, including customer service, customer support, and field service, which operate globally every day. This executive owns the vision for how customers experience MSD and modernizes the processes, systems, and infrastructure behind these functions. The goal is to make MSD's customer experience a reason customers choose to do business with us, not simply a transactional necessity. The role also establishes a rigorous, data-driven commercial operating system across the commercial organization. The role works closely with the Chief Commercial Officer, all commercial functions, and other departments throughout the company, such as IT, Finance, Legal, Quality, and Product Development.
DUTIES AND RESPONSIBILITIES:
Customer Experience Strategy and Transformation
• Define a multi-year customer experience vision and strategy for customer service, customer support, and field service, linked to MSD's commercial goals.
• Redesign the end-to-end customer journey across service, support, and field interactions to create a differentiated, first-class experience.
• Modernize legacy processes and infrastructure, replacing manual and fragmented practices with standardized, digital-first capabilities.
• Establish customer experience standards, service levels, and measures of satisfaction and loyalty, and use them to drive continuous improvement.
Leadership of Customer-Facing Organizations
• Directly lead the customer service, customer support, and field service organizations across global operations, including structure, staffing, and leadership succession.
• Build capability in each function through training, tools, knowledge management, and quality management.
• Foster a culture in which every customer interaction is recognized as a core part of MSD's value proposition.
Commercial Operating System
• Design and implement a commercial operating system across the commercial organization, built on clear standards, data-driven management, and disciplined business routines.
• Establish a continuous improvement (kaizen) capability in commercial and customer-facing teams, with structured problem-solving and measurable results.
• Set the cadence of performance reviews, operating reviews, and escalation so that goals, metrics, and accountability are visible at every level.
• Build the metrics, dashboards, and data foundations that let leaders manage the business from facts, not anecdotes.
• Coach leaders and teams to apply the operating system consistently, and sustain it as the organization grows.
Commercial Systems, Data, and Technology
• Partner with the VP of Commercial Operations and IT to shape a connected commercial systems strategy, including CRM, service management, case management, and knowledge platforms, that supports a unified customer experience.
• Advise on customer data standards so that every interaction across commercial and customer-facing teams builds on accurate, complete history.
• Identify and champion platforms and automation that can improve speed, accuracy, and customer self-service, and help evaluate them against business value.
• Contribute a customer experience and service perspective to sales operations decisions on forecasting, territory and quota design, pipeline management, and analytics, working alongside the VP of Commercial Operations.
Governance and Compliance
• Ensure customer-facing processes meet applicable quality, data privacy, and regulatory requirements, including complaint handling and related quality processes, and GxP and 21 CFR Part 11 where relevant.
• Partner with IT, Finance, Legal, Quality, and Product Development on integration, risk, and audit readiness.
EXPERIENCE AND QUALIFICATIONS:
• Bachelor's degree in business, life sciences, engineering, or a related field.
o Advanced degree preferred.
• A minimum of 12 years of experience leading commercial organizations including customer service, customer support, field service, marketing or commercial operations.
• At least 8 years in senior leadership.
• Experience implementing a rigorous business operating system, such as the Danaher Business System, Lean, or Six Sigma, in a commercial or customer-facing organization.
• Experience leading global, multi-site customer-facing operations at a life sciences, diagnostics, instrument, or technology company.
• Experience defining a multi-year customer experience strategy and building the business case for it.
• Experience leading field service organizations, including technician deployment, service delivery, and installed base management.
• Experience with quality management systems, complaint handling, and regulated-environment requirements, including GxP and 21 CFR Part 11, as applicable.
• Experience with commercial systems, sales operations, and forecasting at scale.
• Experience building high-performing leadership teams across geographies and cultures.
KNOWLEDGE, SKILLS AND ABILITIES:
• Demonstrated use of data-driven management and kaizen to deliver sustained, measurable performance improvement.
• A track record of transforming legacy service operations into modern, digital, customer-centric models with measurable improvements.
• Working knowledge of service management, CRM, and customer data platforms, and experience integrating them with enterprise systems.
• Strong commercial acumen, with the ability to connect customer experience and operating discipline to retention, growth, and revenue.
• Superior leadership skills with demonstrated knowledge and understanding of staff management practices and processes and the ability to establish accountabilities and expectations and manage performance to achieve results.
• Comfortable operating in a dynamic environment with evolving priorities.
• A high level of confidence, integrity, interpersonal skills, and a professional executive presence for effectively interacting with and influencing others, internal and external to the company, as well as for facilitating meetings and conducting public speaking/presentations.
• Strong business acumen, negotiation and mediation skills, as well as a demonstrated attention to detail and a focus on achieving quality outcomes. Ability to build/foster relationships.
• Excellent judgment and problem-solving skills for identifying problems, drawing conclusions, determining options for resolution, and recommending next steps.
• Excellent oral and written communication skills, including the ability to communicate effectively and project a professional image when giving and taking information in writing, in person, and through various communication media. The ability to present to varying sized audiences in a manner that influences and drives understanding is critical.
• Attention to detail with a demonstrated commitment to excellence and performance improvement and the drive to deliver quality and value-added results and outcomes.
PHYSICAL DEMANDS:
This position requires the ability to communicate and exchange information, utilize equipment necessary to perform the job, and move about the office.
WORK ENVIRONMENT:
This position is performed in a remote/home office environment.
COMPENSATION SUMMARY:
The annual base salary for this position ranges from $243,900 to $451,200. This salary range represents a general guideline as MSD considers other factors when presenting an offer of employment, such as scope and responsibilities of the position, external market factors, and the candidate's knowledge, skills, abilities, education and experience. Employees may qualify for a discretionary or non-discretionary bonus in addition to their base salary. These annual bonuses are intended to recognize individual performance and enable employees to benefit from the Company's overall success.
BENEFITS SUMMARY:
At MSD, we offer a comprehensive benefits package to support our employees' well-being and financial security. In addition to competitive salaries, our benefits include medical, dental, and vision coverage, along with prescription benefits. We provide a 401(k) plan with company matching, flexible spending accounts, and company-paid short- and long-term disability insurance as well as group life and accidental death and dismemberment insurance. Our offerings also encompass paid vacation, paid sick leave, paid holidays, and paid parental leave, along with an employee assistance program. Additional voluntary perks include a fitness club membership contribution, pet insurance, identity theft protection, home and auto insurance discounts, and optional supplemental life insurance.
