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

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.

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

Reports to:  Executive Director, Strategy & Operations, Neuroscience Commercialization

Location: Remote/Field

Company Overview: 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.

Position Summary: The Associate Director, Strategy & Operations, Customer Experience, Patient Access Liasion (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.
    
    

2.     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 M