Associate Director, Strategy & Operations, Customer Experience, Patient Access Liaison - Remote Eligible

Associate Director, Strategy & Operations, Customer Experience, Patient Access Liaison

Challenging. Meaningful. Life-changing. Those aren't words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You'll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.

Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives.

At Bristol Myers Squibb, we are inspired by a single vision – transforming patients' lives through science. In oncology, hematology, immunology, and cardiovascular disease – and with one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contributes to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

The Associate Director, Strategy & Operations, Customer Experience, Patient Access Liaison (PAL) is responsible for leading and managing all core components for the PAL team to execute daily activities. This includes the management and evolution of Rules of Engagement (ROE) & Ways of Work (Wow), overseeing the development and maintenance of analytics tools and collaborating with data governance as needed, overseeing the management of field alignment, ensuring readiness for key meetings including POAs, Quarterly Business Reviews, and Leadership reviews, collaborating with internal and external learning and development teams to execute onboarding and upskilling training, and developing and implementing the use of strategic resources.

Key Responsibilities:

• Management of Rules of Engagement Document and Ways of Work:
• Maintain and update the Rules of Engagement (ROE) document to ensure clear guidelines and protocols for field operations.
• Ensure the ROE document is aligned with company policies, regulatory requirements, and industry best practices.
• Communicate and enforce the ROE among field operations staff, ensuring consistent application across all regions.
• Regularly review and revise the ROE document based on feedback, operational changes, and evolving business needs.
• Create and manage Ways of Working (WoW) documents to standardize processes and workflows.
• Socialize and gather feedback from field, internal and external stakeholders.
• Analytics Tools:
• Oversee the development and maintenance of a comprehensive dashboard inventory to track key performance indicators (KPIs) and metrics for field operations.
• Ensure dashboards provide actionable insights and are user-friendly for field operations staff and senior leadership.
• Regularly review and update dashboards to reflect current priorities, goals, and performance metrics.
• Utilize dashboard data to identify trends, areas for improvement, and opportunities for operational enhancements.
• Collaborate with PAL leadership and customer experience to ensure analytics tools support the broader strategic direction of the PAL team.
• Serve as the primary point of contact with Data Governance to ensure data strategy is in conformance with all applicable legal and compliance guidelines and aligned with overall strategy.
• Field Alignments:
• Manage the process of field alignments to ensure optimal coverage and resource allocation across regions.
• Collaborate with sales, marketing, and other relevant departments to align field operations with overall business strategy and objectives.
• Analyze market data, patient needs, and field performance to make data-driven decisions on field alignments.
• Ensuring Readiness for Key Meetings:
• Plan, organize, and execute sessions/meetings for PAL team.
• Collaborate with PAL field leadership to prepare for and execute Quarterly Business Reviews and Field leadership Reviews.
• Lead preparation for internal BMS management reviews.
• Training:
• Provide vision and strategic partnership to internal and external learning and development teams to ensure alignment with organizational goals and objectives and execute onboarding training and ongoing upskilling.
• Strategic Resources:
• Serve as a primary point of contact with PAL Field Leadership, Customer Experience Team, and Market Access Team to identify, build, and implement use of resources aligned with overall PAL strategy.

Qualifications:

• Bachelor's degree in a relevant field; advanced degree preferred.
• Preferred minimum of 5 years of experience in patient access support services, customer experience, reimbursement management, or a related field.
• Strong ability to develop and implement strategic plans.
• Excellent communication and collaboration skills.
• Strong analytical skills and experience with data-driven decision-making.
• Demonstrated success in managing complex expectations and requirements.
• Ability to work effectively with cross-functional teams and external stakeholders.

Additional Information:

• This role requires travel to meet with stakeholders and attend industry events.
• The Associate Director, Strategy & Operations, Customer Experience, Patient Access Liaison will work closely with various internal and external partners to ensure the success of field operations and support services.

If you come across a role that intrigues you but doesn't perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Compensation Overview:

Field - United States - US: $162,660 - $197,101

The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee's work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience.

Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits, please visit https://careers.bms.com/life-at-bms/.

Benefit offerings are subject to the terms and conditions of the applicable plans in effect at the time and may require enrollment. Our benefits include:

• Health Coverage: Medical, pharmacy, dental, and vision care.
• Wellbeing Support: Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
• Financial Well-being and Protection: 401(k) plan, short- and long-term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support.

Work-life benefits include:

• Paid Time Off
• US Exempt Employees: flexible time off (unlimited, with manager approval, 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees))
• Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non-Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays
• Based on eligibility*, additional time off for employees may include unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement, and military needs and an annual Global Shutdown between Christmas and New Years Day.

All global employees full and part-time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown.

Uniquely Interesting Work, Life-changing Careers

With a single vision as inspiring as "Transforming patients' lives through science™ ", every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials,