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Job Description

Associate Director - Intelligent Personal Engagement

Customer Knowledge and Measurement | DHH India Hub Delivery

Role snapshot

Summary

Reports to

Director - Customer Knowledge and Measurement, DHH India Hub Delivery

Location

Hyderabad, India; international and domestic travel as required by business

Capability scope

Digital solutions for customer-facing teams and service channels: field engagement (face-to-face sales CRM), Veeva Sales Operations, sampling, event management, customer service, Field engagement and reporting, Field AI and associated AI capabilities, global and market deployment

Leadership scope

Lead product and delivery teams across Field, CRM, Veeva/Salesforce platforms, AI-enabled field workflows, operations, compliance reporting, and customer engagement execution

Role Overview

Lead the strategy, roadmap, and delivery of digital solutions supporting customer-facing teams and service channels across US and international markets, spanning field engagement, sales operations, sampling, event management, customer service, Patient CRM, transparency reporting, and associated AI capabilities, and evolve them into a connected, AI-enabled engagement ecosystem.

Job Description

This role sits within the Customer Knowledge and Measurement vertical of Digital Human Health (DHH), India Hub Delivery. The Associate Director,



Intelligent Personal Engagement will lead the India Hub capability for the digital solutions that support our customer-facing teams and service channels across US and international markets. The role reports to the Director, Customer Knowledge and Measurement India Hub, and works as part of the US and International Intelligent Personal Engagement team.

The role is accountable for shaping and executing the strategy and roadmap for these solutions, and for delivering and continuously improving the platforms and workflows that power field engagement, sales operations, sampling, event management, customer service, Field CRM, transparency reporting, and associated AI capabilities, including Field AI.

The Associate Director will be a strategic delivery partner to the Intelligent Personal Engagement capability lead and to US and International market stakeholders, driving the evolution of these capabilities into a connected, AI-enabled ecosystem that enables more informed engagement, improves effectiveness across customer-facing teams, and delivers more consistent customer experiences, while remaining scalable, compliant, user-centered, and aligned to business outcomes across Human Health.

Key Responsibilities

- Shape and execute the strategy, roadmap, operating model, and delivery governance for Intelligent Personal Engagement capabilities across US and international markets, in partnership with the global capability lead and aligned with DHH priorities.




- Drive the evolution of field engagement, sales operations, customer service, event management, and transparency-reporting solutions from discrete platforms into a connected, AI-enabled ecosystem with integrated workflows, shared customer data, and reusable AI services across channels.
- Act as the accountable product owner for the Intelligent Personal Engagement product portfolio: define the product vision, own and prioritize the backlog, set release plans, and make value-based trade-offs across US and international market demand.
- Manage the end-to-end product lifecycle, from discovery and business case through MVP, scale-up, and retirement, with transparent product OKRs, adoption targets, and value-realization tracking for each capability.
- Lead user-centered product discovery with field representatives, field managers, market operations, and customer service teams, using journey mapping, user research, and continuous feedback loops to ensure solutions address real engagement pain points.
- Govern demand intake and prioritization across markets, balancing global standardization with local market needs, and maintain transparent roadmaps and product communications with stakeholders.
- Own India Hub delivery for face-to-face sales and CRM capabilities, including field workflows, call planning, activity capture, customer interaction management, and field enablement.
- Lead Veeva-enabled Sales Operations capabilities, including business process support, release management, field operations enhancements, and user-adoption improvements.
- Drive delivery and continuous improvement of sa

📌 Associate Director – Intelligent Personal Engagement (Hyderabad)
🏢 Msd
📍 Hyderabad