Associate Director – Intelligent Personal Engagement

MSD Animal Health · Bengaluru

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Job Description

Associate Director – Intelligent Personal Engagement

Customer Knowledge and Measurement | DHH India Hub Delivery

Role snapshot

Summary

Reports to

Director – Customer Knowledge and Measurement, DHH India Hub Delivery

Location

Hyderabad, India; international and domestic travel as required by business

Capability scope

Digital solutions for customer-facing teams and service channels: field engagement (face-to-face sales CRM), Veeva Sales Operations, sampling, event management, customer service, Field engagement and reporting, Field AI and associated AI capabilities, global and market deployment

Leadership scope

Lead product and delivery teams across Field, CRM, Veeva/Salesforce platforms, AI-enabled field workflows, operations, compliance reporting, and customer engagement execution

Role Overview

Lead the strategy, roadmap, and delivery of digital solutions supporting customer-facing teams and service channels across US and international markets, spanning field engagement, sales operations, sampling, event management, customer service, Patient CRM, transparency reporting, and associated AI capabilities, and evolve them into a connected, AI-enabled engagement ecosystem.

Job Description

This role sits within the Customer Knowledge and Measurement vertical of Digital Human Health (DHH), India Hub Delivery. The Associate Director, Intelligent Personal Engagement will lead the India Hub capability for the digital solutions that support our customer-facing teams and service channels across US and international markets. The role reports to the Director, Customer Knowledge and Measurement India Hub, and works as part of the US and International Intelligent Personal Engagement team.

The role is accountable for shaping and executing the strategy and roadmap for these solutions, and for delivering and continuously improving the platforms and workflows that power field engagement, sales operations, sampling, event management, customer service, Field CRM, transparency reporting, and associated AI capabilities, including Field AI.

The Associate Director will be a strategic delivery partner to the Intelligent Personal Engagement capability lead and to US and International market stakeholders, driving the evolution of these capabilities into a connected, AI-enabled ecosystem that enables more informed engagement, improves effectiveness across customer-facing teams, and delivers more consistent customer experiences, while remaining scalable, compliant, user-centered, and aligned to business outcomes across Human Health.

Key Responsibilities

• Shape and execute the strategy, roadmap, operating model, and delivery governance for Intelligent Personal Engagement capabilities across US and international markets, in partnership with the global capability lead and aligned with DHH priorities.
• Drive the evolution of field engagement, sales operations, customer service, event management, and transparency-reporting solutions from discrete platforms into a connected, AI-enabled ecosystem with integrated workflows, shared customer data, and reusable AI services across channels.
• Act as the accountable product owner for the Intelligent Personal Engagement product portfolio: define the product vision, own and prioritize the backlog, set release plans, and make value-based trade-offs across US and international market demand.
• Manage the end-to-end product lifecycle, from discovery and business case through MVP, scale-up, and retirement, with clear product OKRs, adoption targets, and value-realization tracking for each capability.
• Lead user-centered product discovery with field representatives, field managers, market operations, and customer service teams, using journey mapping, user research, and continuous feedback loops to ensure solutions address real engagement pain points.
• Govern demand intake and prioritization across markets, balancing global standardization with local market needs, and maintain transparent roadmaps and product communications with stakeholders.
• Own India Hub delivery for face-to-face sales and CRM capabilities, including field workflows, call planning, activity capture, customer interaction management, and field enablement.
• Lead Veeva-enabled Sales Operations capabilities, including business process support, release management, field operations enhancements, and user-adoption improvements.
• Drive delivery and continuous improvement of sampling, events management, customer service, Field CRM, Field AI, and transparency-reporting capabilities.
• Partner with Commercial, Market Operations, Sales, Medical/Legal/Regulatory, Privacy, Compliance, IT, Data/AI, and platform teams to translate market requirements into scalable products and implementation plans.
• Embed compliance-by-design across personal engagement workflows, including sampling controls, consent/privacy considerations, transparency reporting, CRM data quality, and appropriate use of AI-enabled recommendations.
• Establish clear capability KPIs, including field adoption, engagement quality, customer-facing team effectiveness, process efficiency, data quality, cycle-time improvement, consistency of customer experience across channels, and platform value realization.
• Lead cross-functional delivery pods and vendor partners to execute releases, resolve issues, manage risks, improve user experience, and scale best practices across markets.
• Champion Field AI and responsible GenAI use cases across customer-facing teams and service channels that enable more informed engagement, next-best engagement execution, coaching, summarization, and workflow productivity within compliance guardrails.
• Lead the end-to-end build of AI products for customer-facing teams, such as next-best-action suggestions, pre-call planning insights, call and interaction summarization, AI coaching assistants, customer service copilots, and agentic workflows, from use-case identification and feasibility through design, development, testing, and deployment.
• Partner with Data Science, Data Engineering, and platform teams to ensure AI-ready data, seamless integration of AI capabilities into Veeva/Salesforce CRM and service workflows, including monitoring for performance, accuracy, and drift.
• Apply responsible AI governance to every AI product, including human-in-the-loop design, guardrails, explainability, Medical/Legal/Regulatory and privacy review, and model risk controls appropriate for regulated customer engagement.
• Own AI activation and adoption across US and international markets, including launch planning, change management, field training, field champion networks, embedding AI into daily workflows, and capturing in-market feedback to drive sustained usage.
• Measure AI product value before and after launch, tracking adoption, usage, engagement quality, time saved, field productivity, and business impact (ROI and payback), and use these insights to iterate, scale, or retire AI capabilities.
• Develop talent and strengthen delivery excellence by coaching teams on product thinking, agile execution, stakeholder communication, operational rigor, and continuous learning.

Education Requirements

• Bachelor’s or Master’s degree in Business, Marketing, Life Sciences, Computer Science, Engineering, Information Systems, Data Science, or a related discipline. Advanced degree such as MBA, MS, PharmD, MPH, or equivalent preferred.

Required Experience and Skills

• 8+ years of experience in pharmaceutical/biotech commercial operations, CRM, sales operations, digital engagement, product management, technology delivery, or customer experience functions.
• 4+ years of people leadership experience in a global, matrixed environment, including leading direct reports and cross-functional delivery teams.
• Strong understanding of field sales workflows, CRM processes, Veeva and/or Salesforce capabilities, sales operations, sampling, events, customer service, and field effectiveness.
• Proven hands-on experience across Field Engagement, Analytics, and AI, including applying customer and field data, engagement analytics, and AI/ML-driven insights to improve field effectiveness, customer engagement, and commercial outcomes.
• Experience defining strategy and roadmaps and delivering enterprise products or platform enhancements across global and market teams, with strong knowledge of platform integration, agile delivery, release governance, user adoption, and lifecycle management.
• Working knowledge of compliance, privacy, transparency reporting, sampling governance, consent management, and regulated customer engagement requirements in pharma.
• Ability to translate commercial strategy and field execution needs into scalable business requirements, product roadmaps, data workflows, and measurable business outcomes.
• Strong analytical and problem-solving skills, with the ability to structure complex business problems, interpret data to generate actionable insights, and drive evidence-based decisions, combined with strong stakeholder engagement skills to build trusted relationships and influence across global, regional, and market teams.
• Strong executive communication and stakeholder alignment skills, with ability to navigate competing priorities, manage trade-offs, and provide forward-looking visibility into risks and milestones.
• Digital and AI fluency, including ability to identify practical Field AI and GenAI opportunities and embed them into a connected engagement ecosystem that responsibly improves productivity, customer engagement, and operational excellence.

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