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Merck Regional Operations Director, The Americas in Kenilworth, New Jersey

Job Description

Reporting to the Executive Director, Global, Travel, Meeting & Cards the Regional Operations Director for The Americas is accountable for the execution and delivery of meeting, travel and card services within the North and South America regions. This person is a dynamic leader who desires to lead a team of professionals to deliver

value driven solutions to internal clients. The position is responsible for leading approx. a team of 15 employees located across 20+ countries and oversight of our strategic meeting management program and its performance.

The position is responsible for managing the team’s business operations, ensuring that the group is aligned with the company’s mission, vision and objectives and ensuring projects are completed on time and within budget. The position also ensures the department’s success by providing strategic vision, stakeholder relationship management to drive change and staff development. Other responsibilities include, but are not limited to: travel booking processes, management of travel agencies, preferred hotel and air program compliance, travel safety programs, corporate card program, data feeds for payments and compliance monitoring. Meeting and event services include, but are not limited to: meeting management process, management of meeting planning and production agencies, preferred venue compliance, corporate meeting card program, data feeds for business analytics and compliance reporting. This position is open to be located in Mexico or USA.

Operational Expectations:

  • Leads the overall delivery of operations, technology and spend management programs utilizing internal resources and external partnerships to meet business needs within the framework of compliance obligations, accepted service levels, and cost efficiencies

  • Works closely with operational excellence, process excellence, global procurement and strategy within TM&C to implement our companies travel and meeting policies

  • Performs all required people management obligations including performance reviews, succession planning, talent assessments and workforce planning

  • Manages and monitors process performance measures and ensures best practices and operational improvement actions are implemented with consistent and continuous improvement

  • Ensures implementation and integration of key programs and program changes, including policies and sourcing methodologies

  • Contributes to ongoing supplier performance management and score carding of our supplier partners

  • Acts as a key point of contact for problem resolution and concerns within The Americas region

  • Provides feedback to TM&C leadership team on service levels, customer experience, and input for redesigning or updating services and processes to increase levels of satisfaction

  • Change management - Clearly articulate change within the team and demonstrate the long-term strategic value in a new way of working within program delivery, ensure local needs are always taken into consideration and best practices are identified between regions

  • Develops and implements corrective action resulting from audit data

  • Timely, consistent and flawless delivery of meeting services for the enterprise

  • Lead the team, providing support and guidance to the direct reports to ensure customer needs are identified and appropriately addressed

  • Develop appropriate services business metrics and reports and ensure proper staffing and service to meet company business needs

  • Understand the marketplace and positioning across segments and solutions to ensure that group business goals are consistent and differentiated when appropriate

  • Develops and maintains effective reporting, billing and tracking systems for TM&C management purposes

  • Collaborate with meeting services team and customer base to identify budgets and establish EA's for business and profit planning purposes

  • Facilitate relationships between customers and meeting planning suppliers enabling direct and efficient interaction with meeting execution

  • Establish and monitor KPIs (Key Performance Indicators) for customers consistent with department measures and conduct quarterly review meeting with customer base

  • Review savings initiatives to assure valid savings are continually captured and reported

  • Interact with and present to high-level executives to strategically position the department and articulate the group’s value proposition

  • Embrace process-driven disciplines and facilitate the dissemination among clients and peer groups of shared services best practice

  • Data driven mindset - Using data to drive innovative solutions for our business partners as they look for further efficiencies and increase the customer experience within their program

Leadership Expectations

  • Customer focused - understand the needs of our clients both internally and externally

  • Ability to thrive in a fast-paced, matrix environment

  • Possess a keen focus on business results

  • Ability to manage a team across two regions

  • Lead teams to develop and focus on the customer experience, supplier performance, account management and service delivery that aligns to business objectives for travel, meeting and card program

  • Be a dynamic and supportive leader who sees the big picture and has a passion for the power of well-conceived shared services and an operationally best-in-class organization

  • Ensure the continued development of staff for their growth and their ability to deliver on their clients’ needs and a strong focus on developing a team of future leaders

  • Ability to lead team through operational change


  • Fluency in English

  • Fluency in Spanish

  • Minimum of 10+ years of client-focused

  • Bachelor’s degree (or equivalent relevant experience)

  • Previous experience in managing people and cross-functional projects.

  • This role requires the leader to be based in a headquartered office 80% of their time - This will further promote stronger collaboration, partnership, alignment and further support from the extended leadership team, frequent travel throughout South America is required

  • Open communicator: Excellent oral, written (English & Spanish) and interpersonal skills with the ability to work effectively with diverse groups of peers and strong business partners

  • Influencer: Team player with proven ability to foster and manage working relationships in a matrix environment. Appreciation for other perspectives, coupled with the ability to successfully gain the support and buy-in from all levels of the company

  • Strategic Thinker: Ability to identify strategic needs with little or no direction, resource key projects and translate strategies into actions

  • Critical Thinker: Able to integrate company goals and objectives into department goals and activities/communications. Can work with a blank-sheet of paper

  • Supplier performance management focus - this role will now be focused on Supplier Performance Management and delivery, with a significantly reduced internal team and less focus on logistics

  • Ability to lead team through operational change


  • Fluency in Portuguese

  • 10+ years of experience in pharmaceutical meeting and events industry preferred

  • Master’s degree

  • Strong international exposure, particularly with our offices/personnel globally and possess outstanding communication skills

  • Have a solid knowledge of most meeting types, be familiar with congresses/conventions, travel, and payments and be up to date on internal procedures, guidelines and policies within Our Company

  • Organizational Agility: Ability to work effectively in dynamic, rapidly changing, team-based environment

  • Detail Oriented: Excellent ability to work on multiple tasks simultaneously with strong organizational and prioritization skills, addressing critical daily issues as well as keeping focus on strategic priorities

  • Strong problem solving and decision-making skills

  • Goal oriented and personally accountable; resourceful and self-directed

  • Six Sigma Green Belt or Black Belt certified

  • Change Execution Management (CEM) certification

  • PMP (or equivalent) certification

Our Support Functions deliver services and makes recommendations about ways to enhance our workplace and the experience of working at our organization. Our Support Functions include HR, Finance, Information Technology, Legal, Procurement, Administration, Facilities and Security.

Who we are …

Merck & Co., Inc., Kenilworth, New Jersey, USA is known as “Merck” in the United States, Canada & Puerto Rico. We are known as “MSD” in Europe, Middle East, Africa, Latin America & Asia Pacific. We are a global biopharmaceutical leader with a diverse portfolio of prescription medicines, oncology, vaccines and animal health products.

We are driven by our purpose to develop and deliver innovative products that save and improve lives. With 69,000 employees operating in more than 140 countries, we offer state of the art laboratories, plants and offices that are designed to Inspire our employees as we learn, develop and grow in our careers. We are proud of our 125 years of service to humanity and continue to be one of the world’s biggest investors in Research & Development.

What we look for …

In a world of rapid innovation, we seek brave Inventors who want to make an Impact in all aspects of our business, enabling breakthroughs that will affect generations to come. We encourage you to bring your disruptive thinking, collaborative spirit and diverse perspective to our organization. Together we will continue Inventing For Life, Impacting Lives while Inspiring Your Career Growth .





In accordance with Managers' Policy - Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions. If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

If you need an accommodation for the application process please email us at

For more information about personal rights under Equal Employment Opportunity, visit:

EEOC Poster at

EEOC GINA Supplement​ at

OFCCP EEO Supplement at

OFCCP Pay Transparency Rule at

We are an equal opportunity employer, Minority/Female/Disability/Veteran – proudly embracing diversity in all of its manifestations.

Search Firm Representatives Please Read Carefully

Merck & Co., Inc., Kenilworth, NJ, USA, also known as Merck Sharp & Dohme Corp., Kenilworth, 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:



No relocation

VISA Sponsorship:

Travel Requirements:


Flexible Work Arrangements:


Valid Driving License:

Hazardous Material(s):

Number of Openings:


Requisition ID: R22387