Job Details

Working with Us
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. Read more: careers.bms.com/working-with-us.

Summary:

The Executive Director, Customer Experience will lead a team focused on evolving patient and care partner customer experience, identifying, developing, and implementing external strategic alliances, executing local market initiatives, and preparing for our future in neuroscience.

The primary focus of this role is to help patients start and stay on medication they’ve been prescribed.  This will be accomplished by leading a team to deliver exceptional solutions at the national and local level and to identify and create new pathways to engage and enroll in these solutions.  This role will involve a significant amount of internal collaboration with cross-functional leaders across the organization, including leaders of all field teams.  Externally the Executive Director will be responsible for enhancing and building strategically aligned alliances with key customers and stakeholders in the behavioral health field.  This individual will also build plans for the launch of new solutions to support future indications in Neuroscience.

Responsibilities:

Insight Generation:

• Engage externally with provider and patient groups to learn about their needs and pressure-test ideas to inform evolved solutions, new solutions, and expanded & new engagement and enrollment channels

Strategy:

• Lead and implement a comprehensive Customer Experience strategy impacting patients and their care partners
• Build the customer experience roadmap to go-to-market in new indications

Team Leadership:

• Build a high-performance team and culture
• Support the development of team members
• Continuously assess opportunities to evolve and optimize structure to support dynamic business needs

External Engagement:

• Engage externally to build significant relationships and forge and advance strategic alliances

Artificial Intelligence:

• Demonstrate continued learning agility and embrace new ways of work

Analytics and Metrics:

• Identify and implement KPIs across customer experience solutions; interpret all forms of data and make recommendations based on data-driven insights

Qualifications:

• Advanced scientific degree and/or preferred
• Minimum 15 years of pharmaceutical or biotechnology experience
• A minimum of five years marketing and/or customer experience with consumer marketing and/or patient services experience preferred
• Cross-functional experience in pharmaceutical or biotechnology field (i.e. field sales, training, analytics)
• Customer-facing experience is preferred
• Demonstrated ability to work effectively cross-functionally with a positive team mindset and can-do attitude.

Key competencies desired:

• Customer/commercial mindset
• Demonstrated ability to drive business results
• Collaboration and teaming across a broad spectrum of internal and external partners
• Experience identifying, engaging, and cultivating credibility with customers across the patient care journey
• Demonstrates learning agility and ability to develop and optimize new solutions
• Understands the patient journey and experience.
• Has a patient-focused mindset.
• Ability to analyze data, such as prescribing patterns, market trends, and patient preferences
• Demonstrated track record of developing and managing an operating budget
• Strong business acumen to understand and analyze business and market drivers and develop, execute, and adjust business plans.

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.

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 then in effect and may include the following: Medical, pharmacy, dental and vision care. Wellbeing support such as the BMS Living Life Better program and employee assistance programs (EAP). Financial well-being resources and a 401(K). Financial protection benefits such as short- and long-term disability, life insurance, supplemental health insurance, business travel protection and survivor support. Work-life programs include paid national holidays and optional holidays, Global Shutdown Days between Christmas and New Year’s holiday, up to 120 hours of paid vacation, up to two (2) paid days to volunteer, sick time off, and summer hours flexibility. Parental, caregiver, bereavement, and military leave. Family care services such as adoption and surrogacy reimbursement, fertility/infertility benefits, support for traveling mothers, and child, elder and pet care resources. Other perks like tuition reimbursement and a recognition program.

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, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

Data Protection

We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.