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MSD

Associate Director, Ophthalmology – Patient Experience Measurement & Engagement

MSD

. Define how the organization understands, measures, and continuously improves the end-to-end patient experience .

Posted 11/4/2026full-timeUnited StatesSenior💰 $142,400 - $224,100 per yearWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in developing and implementing patient engagement strategies, measurement frameworks, and compliance with regulatory requirements in the ophthalmology sector. Capable of translating complex data into actionable insights to enhance patient experience and support adherence initiatives.

Highest-signal resume keywords
Patient EngagementMeasurement Framework DevelopmentCross-Functional LeadershipDigital Health ExperienceRegulatory Compliance

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Patient SupportBehavioral InterventionsDigital AnalyticsMetrics DevelopmentStrategic ThinkingOphthalmologyAdherence InitiativesPatient Journey ProgramsCustomer ExperienceCommunication Sciences
Soft Skills
Strong Analytical CapabilityWritten and Verbal CommunicationInfluencing Without AuthorityResilienceAdaptability
Tools & Technologies
CRM-Enabled CommunicationsDigital Engagement PlatformsPatient Experience Measurement Tools
Industry Keywords
Healthcare ProgramsUS Commercial RequirementsFDA RegulationsHIPAA ComplianceSpecialty Care Experience

About the role

Key responsibilities & impact
  • Define how the organization understands, measures, and continuously improves the end-to-end patient experience
  • Lead development of differentiated patient engagement strategies across the US Ophthalmology portfolio
  • Establish an integrated patient experience measurement strategy using patient, caregiver, provider, operational, behavioral, and program data
  • Identify moments that matter, experience gaps, engagement drivers, and barriers to treatment continuity
  • Translate insights into engagement strategies supporting patients from treatment consideration and initiation through ongoing therapy
  • Lead development of patient engagement capabilities including onboarding, treatment journey support, patient education, caregiver engagement, appointment adherence, CRM-enabled communications, digital engagement, and behavioral interventions
  • Develop the US Ophthalmology patient experience measurement framework
  • Establish measures, baselines, benchmarks, KPIs, and monitoring for adherence, persistence, engagement, and patient experience
  • Translate measurement into strategic implications and recommended actions
  • Lead the patient engagement vision and strategy for the US Ophthalmology portfolio
  • Develop personalized, segmented, multichannel engagement strategies and test-and-learn approaches
  • Create an optimization roadmap based on patient needs, business priorities, program performance, and emerging innovations
  • Collaborate with Patient Engagement CoE and cross-functional stakeholders to enhance patient support capabilities
  • Act as the ophthalmology subject matter expert in patient engagement program development
  • Design patient-centric strategies addressing critical moments throughout the treatment journey
  • Improve patient confidence, education, empowerment, and treatment persistence
  • Account for caregiver needs and retina clinic workflows
  • Champion innovations that reduce friction and strengthen long-term engagement
  • Ensure programs comply with FDA promotional regulations, privacy and HIPAA requirements, adverse event reporting requirements, and company policies
  • Partner with Legal, Compliance, Privacy, Medical, and Regulatory stakeholders on compliant program execution
  • Embed governance and oversight processes supporting innovation and control

Requirements

What you’ll need
  • Bachelor's degree or equivalent (BA/BS); MBA or equivalent preferred
  • 5+ years of experience in patient support, patient engagement, adherence, digital health, customer experience, or related healthcare programs
  • Ability to develop measurement frameworks and translate data and insights into strategic business decisions
  • Experience with patient research, behavioral data, program performance data, digital analytics and/or patient support data
  • Strong understanding of patient support program models and specialty patient service ecosystems
  • Experience with patient engagement strategies, behavioral interventions, patient journey programs, or adherence initiatives
  • Awareness and understanding of US commercial and regulatory requirements
  • Strong analytical capability and ability to translate complex information into clear recommendations
  • Ability to plan, prioritize, execute, anticipate challenges, and continuously improve programs
  • Strong cross-functional leadership and ability to influence without direct authority across complex matrix organizations
  • Ability to build alignment across marketing, patient services, operations, market access, digital, analytics, and compliance stakeholders
  • Strong written and verbal communication skills, including strategy communications, executive presentations, vendor management, and stakeholder engagement
  • Ability to simplify complex patient experience and adherence challenges into actionable recommendations
  • High degree of integrity and ethics
  • Resilient, adaptable, and comfortable operating in evolving environments
  • Preferred: ophthalmology, retina, specialty biologic, or specialty care experience; product launch experience; CX measurement framework experience
  • Required skills include Communication Sciences, Controls Management, Cross-Functional Leadership, Diabetic Retinopathy, Health Care, Matrix Leadership, Metrics Development, Ophthalmology, Patient Engagement, Patient Support, People Leadership, Principles of Marketing, and Strategic Thinking
  • US and Puerto Rico residents only
  • No visa sponsorship

Benefits

Comp & perks
  • Annual bonus and long-term incentive, if applicable
  • Medical, dental, vision healthcare and other insurance benefits for employee and family
  • Retirement benefits, including 401(k)
  • Paid holidays
  • Vacation
  • Compassionate and sick days
  • No relocation