Associate Director, Service and Support Operations

Position Summary

This position is responsible for optimizing customer experience within our customer, technical support and field service teams. As a key member of the Commercial Operations team, this individual will work closely with Service & Support teams to ensure alignment on technical requirements, improvements, and customizations to meet business needs.

Duties And Responsibilities

• Salesforce Service Cloud and Field Service Lightning Ownership: Lead the configuration, optimization, and enhancement of Salesforce Service Cloud and Field Service Lightning for case management, work orders, and technical support. Own the product roadmap and ensure alignment with commercial and operational goals.
• Stakeholder Collaboration: Work closely with cross-functional stakeholders, including commercial teams, customer service, technical support, field service, IT/IS, and business leaders to understand needs and translate them into actionable requirements and system solutions.
• Team Management: Establish and monitor staff performance and development goals, assign accountabilities, set objectives, establish priorities, and provide continuous feedback and recognition on performance. Help identify high performers to groom for potential succession planning.
• Business Analysis: Act as the primary liaison between business users, gathering and analyzing requirements, writing user stories, defining acceptance criteria, and facilitating the translation of business needs into Salesforce configurations.
• Agile/Scrum Leadership: Apply Agile and Scrum frameworks to prioritize work, manage the product backlog, and deliver solutions in iterative cycles. Serve as a bridge between business needs, ensuring that the development team delivers high-quality features.
• Customer Experience Improvement: Develop strategies to improve the customer experience across both internal (employees) and external (customers and prospects) interactions. Focus on optimizing case management processes to ensure fast resolution, satisfaction, and loyalty.
• Process Improvement: Identify and implement process improvements in customer service workflows, ensuring that the system is tailored to the needs of both customer service agents and technical support teams.
• Data-driven Decision Making: Use data from Salesforce and other platforms to monitor performance metrics, identify trends, and recommend improvements to the service and support processes.
• Knowledge Management: Oversee the development of knowledge articles, case resolution templates, and self-service tools for both customers and service agents to enhance productivity and customer satisfaction.
• Continuous Learning: Stay up to date on new Salesforce Service Cloud features, trends in customer service technology, and industry best practices. Use this knowledge to recommend and implement innovative solutions to enhance customer service outcomes.
  
  
  

Experience And Qualifications

• Bachelor’s degree in computer science or related field or relevant work experience.
• Minimum of 8 years of experience working in Salesforce Service Cloud administration or as a Product Owner in a similar role.
• Prior experience in customer service or technical support is highly preferred.
• Prior experience in life sciences, healthcare, or related industries is a plus.
• Minimum of 3 years of management experience.
• Salesforce Administrator certification is required. Additional Salesforce certifications, such as Salesforce Service Cloud Consultant or Advanced Administrator, are a plus.
• Proven experience working in Agile/Scrum environments, including managing product backlogs, sprint planning, and prioritization of features.
  
  
  

Knowledge, Skills And Abilities

• In-depth knowledge of Salesforce Service Cloud and Field Service Lightning features, including case management, service console, automation, and reporting.
• Familiarity with service processes and tools, such as ticketing systems, case management, and customer support workflows.
• Strong project management skills with the ability to balance multiple priorities.
• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical stakeholders.
• Ability to analyze complex business requirements and devise innovative solutions using Salesforce Service Cloud.
• Strong 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.
• 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 organizational, planning, and time management skills with the ability to manage multiple and often changing priorities and issues of varying complexity, while meeting time-sensitive deadlines and deliverables.
• Passionate about improving the customer experience and service quality, both for internal and external customers.
• Proven ability to collaborate effectively with cross-functional teams, especially IT, to ensure that solutions meet business needs.
• Knowledge of Jira is highly valued but is not required.
  
  
  

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 typically performed at a home or office environment.

Compensation Summary

The annual base salary for this position ranges from $147,600. to $230,600. 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.

EEO/AA STATEMENT

MSD is an Equal Opportunity/Affirmative Action Employer. We are committed to fostering a diverse and inclusive workplace where all individuals are treated with respect and dignity. We welcome applications from all qualified candidates, making employment decisions without regard to race, color, religion, creed, sex, sexual orientation, gender identity, genetic information, marital status, national origin, age, protected veteran status, pregnancy, disability status, or any other protected characteristic. For our full EEO/AA and Pay Transparency statement, please visit here.

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