Associate Director Treatment Site Operations Coordinator Lead - Multiple Teams

Job Description

The U.S. Oncology business within our company is a growing and dynamic organization committed to advancing innovative therapies for patients with cancer. We have an exciting opportunity to join our dynamic commercial team as we prepare for the potential U.S. launch of an mRNA-based individualized neoantigen therapy for early-stage melanoma, being developed through an alliance partnership. This novel product has the potential to redefine personalized cancer treatment and requires a highly coordinated operating model to support seamless therapy delivery across a complex treatment ecosystem. 

Reporting to the Director, Individualized Therapy Operations, the Associate Director, Treatment Site Operations Coordinator (TSOC) Lead is responsible for leading the centralized operational coordination capability that supports execution of the Intismeran treatment journey. 

This leader will build, develop, and oversee a team of Treatment Site Operations Coordinators (TSOCs) responsible for coordinating patient cases, managing operational workflows, facilitating communication across stakeholders, and ensuring timely progression of patients through key treatment journey milestones. The role serves as the primary operational bridge between Treatment Site Leads (TSLs), treatment sites, alliance stakeholders, manufacturers, sequencing providers, pathology laboratories, distributors, patient support programs, and internal teams. 

The TSOC team functions as the centralized coordination hub for the treatment journey, providing operational visibility, issue resolution, stakeholder communication, and case-level support to ensure patients successfully progress through each stage of the individualized therapy process. This role is accountable for establishing consistent operational standards, escalation pathways, and ways of working that enable seamless coordination across the treatment ecosystem. 

Key Responsibilities  

• Build, lead, and develop the Treatment Site Operations Coordinator (TSOC) organization, establishing team structure, performance expectations, ways of working, and capabilities required to support launch readiness and future scale. 

• Lead centralized operational coordination across the treatment journey, ensuring effective communication and alignment among treatment sites, Treatment Site Leads (TSLs), manufacturers, sequencing providers, pathology laboratories, distributors, alliance stakeholders, and internal teams. 

• Oversee the centralized case management capability, including active patient case coordination, operational escalations, cross-functional stakeholders, and ensuring timely communication and resolution of issues that may impact treatment completion. 

• Establish and manage operational escalation processes, proactively identifying, triaging, escalating, and resolving operational issues that may impact customer experience, treatment completion, or therapy delivery timelines. 

• Drive visibility and transparency across the treatment ecosystem, providing timely status updates, operational communications, and stakeholder coordination throughout the treatment journey. 

• Partner with the Individualized Therapy Operations team, Treatment Site Strategy team, TSL leadership, Patient Support, and IT to identify and resolve operational barriers, improve stakeholder experiences, and drive continuous improvement across the treatment journey. 

• Establish and monitor operational service standards, performance expectations, and response timelines for the TSOC organization to ensure consistent execution and a high-quality treatment site experience. 

• Lead continuous improvement initiatives focused on operational efficiency, treatment site experience, execution consistency, and treatment completion, incorporating customer feedback and operational insights to improve future performance. 

Education: 

Bachelor's degree or equivalent (BA/BS) 

MBA or equivalent preferred 

Required Experience and Skills: 

• Minimum of 5 years of experience in pharmaceutical, biotechnology, or healthcare industry, including experience supporting treatment operations, patient operations, customer operations, treatment site operations, commercial operations, or other cross-functional operational functions. 

• Experience leading customer-facing operations, patient services, hub services, or customer support organizations, with a strong understanding of customer experience and operational issue resolution. 

• Demonstrated experience coordinating activities across multiple internal teams and external stakeholders in a highly matrixed environment. 

• Proven ability to manage operational escalations, resolve complex issues, and drive alignment across different stakeholder groups. 

• Strong operational execution, organizational, and project management skills, with the ability to manage multiple priorities simultaneously. 

• Experience establishing operational processes, workflows, service standards, and performance expectations that support consistent execution and customer experience. 

• Exceptional communication and stakeholder management skills, with the ability to effectively communicate across field teams, treatment sites, alliance stakeholders, vendors, and leadership teams. 

• Experience leading and developing high-performing teams while fostering a culture of accountability, collaboration, customer focus, and operational excellence. 

Preferred Skills: 

• Experience supporting the commercialization of complex therapies, including, cell therapy, gene therapy, radioligand therapy, or other highly coordinated treatment models. 

• Experience working directly with treatment sites, hospitals, academic medical centers, community oncology practices, or integrated delivery networks. 

• Experience with treatment journey orchestration platforms, workflow technologies, customer support systems, case management platforms, or operational control towers. 

Required Skills:

Communication Management, Customer Engagement, Customer Feedback, Customer Management, Market Development, Patient Services, People Leadership, Product Launch Support, Product Management, Work Management

Preferred Skills:

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The primary location for this posting is:

USA - Pennsylvania - North Wales (Upper Gwynedd)

Where required by law, the compensation range for this role is provided below.

The salary range for the primary location of this role is:

$156,900.00 - $247,000.00

This range reflects the Company's reasonable expectation of the base salary applicable to this role at the time of posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

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.

Additional location(s): Please note the salary range above applies to the Primary Location of the position. Where a role has other listed locations, different compensation guidelines may apply. You may find the salary ranges for additional locations below. If the salary range is not listed for the location you are applying to, our Talent Acquisition team will provide further information to you relevant to your location.

Additional location(s) Compensation Information:

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

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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:

VISA Sponsorship:

Travel Requirements:

Flexible Work Arrangements:

Remote

Shift:

Valid Driving License:

Hazardous Material(s):

Job Posting End Date:

12/5/2026

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