Job Description
Director, US Order Management Center
Role Summary
The Order Management Center (OMC) Director is responsible for oversight of Channel Management, Distribution, Channel Solutions, Compliance & Customer Support. This director leads a team of Associate Directors and Sr. Specialists, customer-engaging positions, responsible for utilizing SAP and Microsoft Office in managing orders from wholesalers, distributors, and the US CDC. The OMC also utilizes, via third party vendor relationships, supporting systems such as Integrichain (Scorecard, Order Monitoring and Data Accessibility) and Liaison (LENS) which manages EDI transactions supporting the goals for company product sales in the US. The OMC leader directs the team in managing our company's distribution programs with major customers including National and Regional wholesalers, distributors, and the CDC, engaging, advocating, and seeking resolutions for customers when issues and opportunities are present. The OMC team helps to achieve marketing and sales objectives for new product launches supporting all company medicines and vaccines and participates in project teams with other areas of our company to address and manage appropriate business, process, and system needs related to Order to Cash.
Core Responsibilities
Oversee the management of all Distribution Service Agreements to ensure strict customer adherence to defined performance metrics/criteria. On a regular basis, the OMC collaborates with Legal, CCM, CCS, GP, GMAx, Sales, Marketing, Finance, Digital HH, and our company's manufacturing department to inform and resolve any customer-related performance barriers.
Lead a team of Associate Directors & Sr. Specialists and guides and instructs the National Account Director/Executives, Customer Managers, Associate Directors, and Customer Account Representatives in understanding the elements and customer performance criteria of our various Distribution Agreements. This leader and team meet regularly with customers to review performance against agreement criteria.
This role requires a proven ability to lead cross departmental/divisional projects that include team members from inside and outside of IAM, US HH, broader company line functions and Division (e.g., Company acquisition/integrations, SAP system upgrades, 3PL Distribution Transitions, Key Product Launch Initiatives, Legal/Regulatory (340B) Integrity Initiatives).
Work cross-functionally and develop relationships with many internal stakeholders, including P&D, Channel Strategy, Finance, Legal, Supply Chain, Marketing, Compliance and Distribution & Logistic our company's manufacturing department to help develop innovative yet compliant solutions for distribution issues to minimize risk and disruption to the business.
Understand the business-to-business relationship with our company's wholesaler, distributor, and government customers and manage any concerns that arise. This includes coordinating with customer account representatives in the OMC and the National Account Directors/Executives to reach out to wholesalers, distributors, or government customers to review & understand issues and develop solutions.
Have working knowledge of SAP to understand how customer activity flows through the Order to Cash modules. Also, manage requests for data and analyses on an as needed basis used in a variety of circumstances, including developing strategy and managing channel activity.
Leads the team to manage our company's Order to Cash new product launch activities implementation of selling programs and strategies that contribute to our company's marketplace success. Identifies selling opportunities to other planning areas of the company.
Leads the team to manage OMC activities regarding customer/problem inquiries in addition to product purchase order requests; coordinates information management with other areas of the Company, particularly in the Order to Cash/Supply Chain teams.
Leads quarter-end financial close for OMC operations, ensuring appropriate revenue recognition process is followed. Directs the involvement of team members in gathering supporting documentation related to sales reporting during quarter-end close process.
The OMC Director reports to the AVP, IAM-National Contract Operations & Supply Chain (NCOSC) and serves on the NCOSC Leadership Team and IAM Extended Leadership Team.
Additional Qualifications & Experience
Required
B.S./B.A. degree (Master/MBA valued but not required).
Minimum of 5 years’ experience in sales, order management, customer service, accounts receivables, supply chain.
At least eight (8) years of experience in customer or vendor support, business analysis, or related experience.
5+ years managerial/supervisory experience.
Proficiency with Excel and SAP is required.
Preferred
Experience with wholesaler distribution service agreements is highly desirable.
Order to Cash experience with customers, financial analysis, & systems experience.
Customer experience with wholesalers, distributors, and/or government customers.
Knowledge of the indirect, wholesaler/distributor distribution channel.
Knowledge of our company's product line, customer base & pharma & vaccine marketing and sales are beneficial.
Required Skills:
340b Drug Pricing Program, 340b Drug Pricing Program, Account Management, Contracting Strategies, Contract Management, Customer Experience Management, Customer-Focused, Customer Marketing, Customer Relationship Management (CRM), Data Analysis, Financial Acumen, Financial Analysis, Information Systems Management, Interpersonal Relationships, Management Process, Managing Distribution Channels, Marketing, Oncology Marketing, Pharmaceutical Management, Professional Integrity, Professional Networking, Revenue Recognition, Risk Minimization, Sales Order Management, SAP Enterprise Resource Planning (ERP) {+ 3 more}Preferred Skills:
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U.S. Hybrid Work Model
Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.
The salary range for this role is
$206,200.00 - $324,600.00This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this 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.
You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.
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:
RegularRelocation:
DomesticVISA Sponsorship:
NoTravel Requirements:
10%Flexible Work Arrangements:
HybridShift:
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11/13/2025*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.