Associate Director, Customer Learning

Job Description

Position Overview

We are looking for a dynamic and innovative Global Customer eLearning Lead to spearhead the ongoing deployment and scaling of our enterprise-wide customer training Learning Management System (LMS) for our company's Animal Health. This role is crucial for driving ongoing usage and adoption of the LMS, which has been implemented in over 65 countries, and for enhancing customer learning experiences through new features and content.

Key Responsibilities

• LMS Deployment and Scaling : Lead the deployment and scaling of the customer training LMS, ensuring it is effectively integrated into customer engagement activities to deliver impactful customer training.

• Usage and Adoption : Drive ongoing usage and adoption of the LMS across all regions, implementing strategies, features, and content (i.e. templates, courses, other reusable assets) to encourage internal users adoption and customers engagement and participation.

• Feature Enhancement : Identify, develop, and implement new and enhanced LMS features that improve customer learning experiences and align with business objectives.

• Stakeholder Collaboration : Partner with key stakeholder groups, including global biopharmaceutical and technology marketing, global Learning & Development (L&D), IT, and regional Centers of Excellence (COEs), to identify and design customer training content that aligns with priority products and customer needs. Work cross functionally with broader Commercial and Digital Experience team to ensure integration of customer training program and capabilities across our commercial digital ecosystem.

• Team Management : Manage one direct report and oversee the global product team inclusive of three IT eLearning product partners, to execute the LMS scaling and adoption plan effectively.

• Community of Practice : Drive the development of a community of practice for eLearning, fostering collaboration and knowledge sharing among stakeholders.

• Roadmap Development : Build and maintain a growing roadmap of customer eLearning needs, assessing these needs against business priorities to ensure alignment and relevance.

• Content Delivery : In partnership with marketing and L&D, ensure the identification and delivery of necessary content that advance the central capability of customer training and enhance overall learning outcomes.

• Financial Oversight : Manage the budget for the customer training program, ensuring financial accountability and resource allocation.

Minimum education required:

Bachelor's degree in relevant areas of study.

Qualifications

• Experience : 7 years experience in eLearning, instructional design, or Learning Management Systems, with a focus on customer training or adult learning.

• Leadership Skills : Strong leadership abilities with experience managing teams and cross-functional projects.

• Strategic Partnership : Demonstrated ability to collaborate effectively with diverse stakeholder groups to achieve common goals.

• Analytical Skills : Strong analytical skills to assess training needs and evaluate the effectiveness of eLearning initiatives.

• Communication Skills : Excellent verbal and written communication skills, with the ability to engage and influence stakeholders at all levels.

• Technical Proficiency : Familiarity with LMS platforms and eLearning technologies, as well as an understanding of digital learning trends.

Preferred Qualifications

• Knowledge of adult learning principles and instructional design methodologies.

• Experience in driving community engagement and collaboration in a corporate setting.

Residents of Colorado

Click here to request this role’s pay range.

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.  As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

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We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts

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 Company is required to provide a reasonable estimate of the salary range for this job in certain states and cities within the United States. Final determinations with respect to salary will take into account a number of factors, which may include, but not be limited to the primary work location and the chosen candidate’s relevant skills, experience, and education.

Expected US salary range:

$126,500.00 - $199,100.00

Available benefits include bonus eligibility, long term incentive if applicable, health care and other insurance benefits (for employee and family), retirement benefits, paid holidays, vacation, and sick days. A summary of benefits is listed here .

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

Search Firm Representatives Please Read Carefully
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:

No relocation

VISA Sponsorship:

No

Travel Requirements:

10%

Flexible Work Arrangements:

Remote

Shift:

Not Indicated

Valid Driving License:

No

Hazardous Material(s):

N/A

Required Skills:

Business Process Standardization, Business Process Standardization, Business Support, Collaborative Development, Communication, Conference Event Management, Content Delivery, Customer Care Management, Customer Centric Focus, Customer Engagement, Customer Service Training, Customer Training, Dashboard Reporting, Data Quality Management, Field Sales Management, Global Issues, Identifying Customer Needs, Instructional Design, Learning Management, Learning Management Systems (LMS), Process Optimization, Product Management, Quantitative Analytics, Roadmapping, Stakeholder Engagement {+ 1 more}

Preferred Skills:

Job Posting End Date:

05/23/2025

*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.

Requisition ID: R349456