Director, Customer Experience, Patient Access Liaison Field Team, Neuroscience Commercialization

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Position Summary: The Director, Customer Experience, Patient Access Liaison (PAL) Field Team provides strategic leadership and oversight for BMS's Neuroscience PAL organization. This includes setting strategic priorities, driving team performance, and building the infrastructure to support future product indications. The role partners cross-functionally with Customer Experience, Market Access, Brand, and Strategy & Operations teams while managing the supplier relationship and representing the team in key leadership forums.

This is a high-visibility role at the intersection of patient access and commercial strategy, offering the opportunity to shape how BMS supports offices to help patients navigate the healthcare system in Neuroscience.

Key Responsibilities:

Team Leadership

• Set strategic priorities for the field team (this is a third-party outsourced field organization)
• Motivate and inspire the team for optimal performance
• Communicate and enforce the Rules of Engagement (ROE) and Ways of Work (WOW) among all team members
• Monitor team performance and recommend/implement enhancements based on learnings
• Continue to infuse a high performance and learning culture among the organization
• Collaborate with leadership at our third-party contracted partner organization to ensure consistency in messaging and team leadership approach

External Engagement

• Develop and nurture key customer relationships (KOLs, Executives, treatment team members, office staff)
• Mine insight from external engagement that translates to internal action
• Represent the Customer Experience business function in customer interactions and industry events

Building for the Future

• Challenge the status quo and evolve the current model for maximum effectiveness and to address unmet educational needs
• Assess and evaluate go-to-market PAL model for future indications
• Build infrastructure and model to support future indications

Ensuring Readiness for Key Meetings

• Represent the PAL team in key leadership reviews
• Collaborate with the Customer Experience Team, including Strategy & Operations to prepare for and execute Quarterly Business Reviews

Strategic Resources

• Serve as decision-maker for resource considerations for PAL field team
• Collaborate with internal partners to ensure effective training and pull through for resources
• Consistently engage key internal partners (Customer Experience, Brand, Market Access) to ensure a collaborative and prioritized approach to field execution for field team against most critical business priorities

Qualifications:

• Bachelor’s degree in a relevant field; advanced degree preferred.
• Preferred minimum of 10 years of experience in customer-facing field roles, field management, patient access support services, customer experience, reimbursement management, or a related field.
• Demonstrated ability to lead a field team
• Strong ability to develop and implement strategic plans.
• Excellent communication and collaboration skills.
• Ability to synthesize field insights, performance data, an