Job DescriptionThis role sits at the intersection of product strategy and customer success. You will ensure that the product not only evolves to meet the business's needs, but is activated effectively and delivers measurable impact for the global forecasting community.
Role OverviewAs Senior Director, Product Success, you will collaborate with colleagues in product management and delivery to drive the strategy for product adoption and customer activation, serving as the primary voice of the customer in shaping the product roadmap. You will partner closely with members of our global team to ensure the product is built, refined, and deployed in ways that generate measurable business value. You will serve as a leader within the Commercial AI Capabilities organization, influencing stakeholders at every level of the enterprise. You will be a key transformation leader shaping the future of forecasting at our Company, working with stakeholders to imagine new agentic-centric processes and helping to bring solutions to life to realize significant business impact.
What You Will DoCustomer Success and Product Activation- Embed with forecasting and commercial stakeholders globally to develop deep understanding of their business problems and configure the product to meet their needs
- Collaborate with forecasting leaders to anticipate future solution requirements and ensure the product roadmap is evolving to meet them
- Co-develop training, enablement materials, and communications that help users across the globe use the product effectively
- Work with stakeholders in a consultative and responsive manner to deliver high-quality, high-impact analytical and forecasting solutions
- Partner across divisions to design streamlined, agentic-centric processes that scale to meet our growing pipeline
Voice of Customer and Roadmap Influence- Serve as the primary advocate for customers in product planning, helping to propose, prioritize, and evaluate features based on user needs and business impact
- Develop systematic feedback loops and translate insights from users into clear, actionable product requirements
- Partner with the Product Management team to co-own the product roadmap strategy, balancing customer needs, scalability, and long-term business priorities
Product Impact Measurement and Quality- Define and manage KPIs for product adoption, user satisfaction, output quality, and business impact; set targets and report progress to leadership
- Develop and execute quality assurance plans to ensure the configured product consistently meets business needs
- Identify opportunities for continuous improvement and measure outcomes over time
Team Leadership- Lead, develop, and inspire a team across product success functions
- Foster a culture of customer obsession, growth mindset, and continual learning
- Create talent pathways within the organization and across the broader DHH organization
- Mentor and guide team members, providing direct feedback and coaching to drive high performance
Senior Stakeholder Engagement- Build trusted relationships with forecasting leadership, commercial operations, and IT stakeholders across our Company's global business units
- Influence product strategy and investment decisions through executive-level business cases and ROI framing
- Present product outcomes, roadmap direction, and success metrics to senior and executive audiences with clarity and impact
- Navigate complex organizational dynamics to drive alignment across cross-functional teams in a matrixed environment
What You Will NeedBasic Qualifications- Bachelor's degree in Business, Analytics, Life Sciences, Computer Science, or a related field
- 8+ years of experience in analytics, product management, or consulting roles in pharmaceutical or life sciences
- Demonstrated knowledge of pharmaceutical forecasting processes and commercial operations
- Demonstrated ability to drive large scale transformation with delivered business outcomes
- Proven experience leading or owning product management or product success delivery for a technology product or analytics platform
- Strong track record of managing stakeholder relationships, including executive and cross-functional stakeholders in a matrix environment
- Excellent communication and interpersonal skills, with the ability to connect with technical and non-technical audiences
Preferred Qualifications- MBA or advanced degree preferred
- Experience building or scaling analytics or technology products for internal enterprise users
- Familiarity with AI/ML, GenAI, or agentic analytics capabilities and their application to commercial decision-making
- Consulting or advisory background supporting life sciences or pharmaceutical clients
- Experience working with or alongside global commercial forecasting teams (finance, marketing, integrated revenue forecasting)
- Experience establishing adoption metrics and incorporating user feedback into product roadmaps
Required SkillsBacklog Management • Benefits Management • Change Management • Cross-Functional Leadership • Customer Engagement • Data-Driven Decision Making • Forecasting • Influence Without Authority • Learning New Technologies • Meeting Deadlines • Pharmaceutical Commercial Operations • Product Management • Roadmap Strategy • Stakeholder Communications • Stakeholder Engagement • Strategic Planning • Strategic Thinking • Team Leadership • Works Under Pressure
Required Skills: Asset Management, Asset Management, Benefits Management, Business Decisions, Collaborative Leadership, Cross-Functional Project Management, Customer Centricity, Influencing Skills, Influencing Without Authority, Management Consulting, Management System Development, Product Launch Planning, Product Management, Product Management Leadership, Product Management Strategy, Product Ownership, Product Roadmap, Receptive to Feedback, Requirements Management, Schedule Adherence, Stakeholder Management, Stakeholder Relationship Management, Strategic Planning, Strategic Thinking, Strategy Development {+ 1 more}
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:25%
Flexible Work Arrangements:Remote
Shift:Not Indicated
Valid Driving License:No
Hazardous Material(s):n/a
Job Posting End Date:09/25/2026
*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. 
