Executive Director, Omnichannel Excellence and Personalization Lead

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:

Bristol Myers Squibb is transforming how it engages customers and this role sits at the center of that transformation. The Executive Director, Omnichannel and Personalization US Lead owns the strategy, platforms, and operating models that power personalization at scale across our Oncology, Cardiovascular, and Neurology Therapeutic Areas.

As the senior-most Product Owner for omnichannel enablement, this leader will translate brand and Therapeutic Area priorities into AI-driven engagement capabilities that deliver measurable commercial impact across HCP, patient, and stakeholder audiences. This is a high-visibility, high-accountability leadership role that directly shapes BMS's competitive advantage in customer engagement.

Responsibilities:

Omnichannel Strategy and Roadmap

• Define and evolve BMS's multi-year omnichannel vision and maturity model across all Therapeutic Areas
• Own and continuously evolve the BMS Omnichannel Blueprint to enable consistent, high-quality personalization at scale
• Prioritize capability investments based on business impact, scalability, and resource constraints
• Serve as senior-most Product Owner for omnichannel enablement with end-to-end delivery accountability

AI-Driven Personalization and Technology

• Identify and scale AI tooling required for next-best-engagement, journey orchestration, and dynamic channel optimization
• Partner with CAPE and BI&T to source or build AI capabilities as part of a shared technology roadmap
• Pilot and scale agentic technologies to support personalization and field and digital orchestration models
• Ensure seamless interoperability across CRM, CDP/MDM, CMP, marketing automation, and analytics platforms

Analytics and Measurement

• Establish standardized KPIs, measurement governance, and performance frameworks in partnership with CAPE and Insights and Analytics
• Leverage AI/ML-driven models and agentic frameworks to deliver actionable insights and optimize omnichannel performance
• Partner with senior leadership to translate insights into strategies that optimize brand performance

Operating Model and Ways of Working

• Design and govern end-to-end omnichannel workflows from planning through activation to measurement
• Build and maintain the engagement model between brand teams and omnichannel and personalization capability experts
• Maintain playbooks, documentation, and cross-functional forums that drive consistency and operational readiness

Adoption, Change Management and Stakeholder Engagement

• Lead capability adoption programs, upskilling initiatives, and enablement communities across the business
• Define and track KPIs for capability usage, time-to-activation, engagement performance, and ROI
• Own the executive narrative on omnichannel maturity progress and transformation outcomes

Vendor and Budget Governance

• Lead investment planning, budget tracking, and vendor contract governance
• Manage multi-vendor ecosystem including agencies and consultancies to drive innovation and cost optimization
• Ensure proactive risk identification and compliance and audit readiness for cha