Director, Customer Engagement Strategy & Operations, WW Omnichannel & AI

Working with Us
Challenging. Meaningful. Life-changing. Those arent 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. Youll 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: Director Customer Engagement Strategy & Operations serves as Chief of Staff and trusted strategic business partner to the VP Omnichannel & AI. This critical role drives core operational excellence fosters effective communication and facilitates the execution of strategic priorities across the global Omnichannel & AI organization.

As a dynamic leader the Director ensures stakeholder alignment and coordinated execution to advance BMSs omnichannel and AI strategies propelling the organization toward its goals. Supporting our transformative vision to position BMS Commercialization as an industry leader in AI this leader is pivotal in advancing omnichannel capabilities optimizing people process and technology to enhance speed flexibility and quality of execution across BMS.

Responsibilities:

• Define and strategize the enterprise omnichannel & AI Teams strategy with the VP and OC & AI leadership team; translate strategy into clear OKRs roadmaps and investment priorities aligned to brand imperatives.
• Lead operating cadence and performance management for OC & AI: weekly/monthly/quarterly business reviews executive scorecards budget alignment decision logs and governance forums; own OKR and performance dashboards.
• Act as the integrator and primary liaison for the OC & AI team across Omnichannel & AI Brand ICDx BI&T Finance Medical Legal Compliance Field and agency partners; clarify RACI and decision rights to enable rapid consistent execution.
• Run the OC& AI PMO programs that cross OC & AI functions: intake/prioritization scope dependencies timelines; ensure on-time on-budget delivery with transparent status RAID/risk registers and executive-ready reporting. Integrate into the WCx Transformation office governance as needed.
• Drive standardization of omnichannel processes and governance across Neuroscience & CART Oncology CV Immunology and other portfolios; drive adoption of common playbooks and compliant ways of working.
• Drive process improvements and operational excellence to accelerate speed-to-value for omnichannel & AI team initiatives.
• Champion change management and enablement: design training playbooks and adoption metrics; upskill marketers analytics and field teams to accelerate AI transformation. Partner and/or delegate to the WCx Change Management team as needed.
• Establish prioritization and governance mechanisms with focus on Omnichannel & AI team outcomes.
• Ensure US and global regulatory privacy and data governance standards are harmonized and embedded partnering closely with Compliance and Legal.
• Manage the VP of Omnichannel & AIs executive office operations: calendar briefings pre-reads talking points; set agendas for LT meetings and Town Halls; produce ELT/board materials; track actions and follow-ups.
• Troubleshoot cross-team issues; run war rooms for critical topics; drive structured escalation and resolution.
• Lead budget headcount and vendor/contract management for OC & AI with Finance and Procurement; track POs accruals savings and investment ROI; support vendor selection and discovery; manage partner performance and SLAs.
• Coordinate talent planning onboarding capability building org health and internal communications; embed a culture of innovation collaboration diversity and inclusion for the OC & AI team.

Qualifications:

• Minimum of 10 years in the pharmaceutical or healthcare-related industry.
• Undergraduate degree required; MBA or advanced degree preferred.
• Understanding of the biopharmaceutical industry across oncology hematology cardiovascular immunology neuroscience and cell therapy in US and worldwide markets (preferred).
• Demonstrated ability to collaborate across boundaries (e.g. Commercial Business Leads/functions R&D Corporate Affairs Global Policy & Government Affairs external partners) and build strong relationships.
• Knowledge of the Product Development and Commercialization process and brand lifecycle; ability to connect strategy to execution.
• Proven Chief of Staff/PMO leadership for complex multi-brand portfolios: operating cadence OKRs roadmaps portfolio and investment prioritization.
• Omnichannel and AI/MarTech proficiency: CRM/CDP/orchestration personalization consent management marketing automation; familiarity with GenAI applications and responsible AI practices.
• Demonstrated ability to influence align and drive performance across matrixed teams (Marketing IT Data/Analytics Medical Legal Compliance Field) with clear RACI and decision rights.
• Strong change management and enablement experience: design training/playbooks adoption metrics and upskilling programs for AI/omnichannel.
• Vendor/partner management: selection contracts SLAs performance management; experience with agencies and technology providers.
• Financial acumen: budget planning headcount management PO/accrual tracking investment ROI; experience coordinating with Finance and Procurement.

If you come across a role that intrigues you but doesnt 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 employees 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 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 Years 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.

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 . Visit to access our complete Equal Employment Opportunity statement.

BMS cares about your well-being and the well-being of our staff customers patients and communities. As a result the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.

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