Associate Director, North America Operations and Global Process Support, Scheduling and Cell Logistics

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 rich in diversity. 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.

Cell Therapy is one of the most groundbreaking new forms of cancer treatments being studied today. With therapies only in their infancy and BMS’s continued investment in our Cell Therapy capabilities, the growth potential of this science, your career, and the ability to help patients are incredible.

The Position:

The Associate Director, North America Operations and Global Process Support, Scheduling and Cell Logistics will be accountable for all monitoring and scheduling exception handling of patient treatment schedules for Bristol Myers Squibb’s clinical and commercial Cell Therapies in North America. The Associate Director, North America Operations and Global Process Support is also accountable for global weekend operations coverage of all scheduling support and exception handling.

The primary duties of this role are to lead the North America Operations and Global Weekend Operations teams in supporting significant escalations, managing relationships with key internal and external partners, managing the Scheduling and Cell Logistics Technical Training program, and ensuring improvement of the operational processes in support of continued growth and complexity.

• The position is office-based in Seattle, WA or Summit, NJ, with in-office attendance is required a minimum of 50% of the time.
• Evening, weekend, and holiday support are required on occasion.
• International and domestic travel is required; travel will not exceed 20%.

Education and Experience:

• Master’s degree or equivalent work experience
• 10 years of work experience, preferably in customer service, call center operations, patient services/navigator, account management, logistics, or supply chain.
• 5+ years managing teams, with experience building teams and coaching and managing people managers; experience working with global teams.

Responsibilities:

• Lead a team of 25+ specialists through senior managers based between Seattle, WA, Summit, NJ, and remote within the US (Global Weekend Operations only) in scheduling operations.
• Foster team health and engagement, motivate people, and resolve problems that prevent teams from succeeding.
• Ensure adequate training of management team.
• Set the direction for the team aligned with Global Patient Operations and Scheduling and Cell Logistics strategy and objectives; hold management accountable for delivering outcomes aligned with strategy and objectives.
• Ensure capabilities and resources exist to support operational coordination and issues support in North America and Global Weekend Operations, manage and deliver technical training, and deliver continuous improvement and strategic process in support of scheduling operations.
• Facilitate coordination of global response and communications for SCLT handling of major events impacting multiple treatments and/or regions.
• Collaborate closely with the head of North America Site Accounts to ensure seamless, efficient, and effective support to treatment sites and the other regional heads to ensure seamless global weekend operations.
• Collaborate closely with regional Scheduling and Cell Logistics heads to work with a global mindset; build exceptional cross-region relationships and process understanding, collaborate on improving global processes, and minimize regional nuances where feasible in order to be a global team with cross-regional and follow-the sun support.
• Select and prioritize regional initiatives in alignment with Global Patient Operations and Scheduling and Cell Logistics strategy.
• Lead and drive global and regional, cross-functional, cross-department projects aligned with Global Patient