Associate Director, Strategy and 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. The role includes managing and evolving Rules of Engagement (ROE) & Ways of Work (Wow), overseeing the development and maintenance of analytics tools, collaborating with data governance, managing field alignment, ensuring readiness for key meetings, coordinating onboarding and upskilling training, and implementing 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 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 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. • 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 Meetings • Plan, organize, and execute sessions/meetings for the PAL team. • Collaborate with PAL field leadership to prepare for and execute Quarterly Business Reviews and Field leadership Reviews. • Lead preparation for internal BMS management reviews. • Training • Provide vision and strategic partnership to internal and external learning and development teams to ensure alignment with organizational goals and objectives and execute onboarding training and ongoing upskilling. • Strategic Resources • Serve as a primary point of contact with PAL Field Leadership, Customer Experience Team, and Market Access Team to identify, build, and implement use of resources aligned with overall PAL strategy. Qualifications • Bachelor’s degree in a relevant field; advanced degree preferred. • Preferred minimum of 5 years of experience in patient access support services, customer experience, reimbursement management, or a related field. • Strong ability to develop and implement strategic plans. • Excellent communication and collaboration skills. • Strong analytical skills and experience with data‑driven decision‑making. • Demonstrated success in managing complex expectations and requirements. • Ability to work effectively with cross‑functional teams and external stakeholders. Additional Information • This role requires travel to meet with stakeholders and attend industry events. • The Associate Director, Strategy & Operations, Customer Experience, Patient Access Liasion will work closely with various internal and external partners to ensure the success of field operations and support services. If you come across a role that intrigues you but doesn’t 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. Compensation Overview Field - United States - US: $162,660 - $197,101 Field compensation is based on a full‑time employee (FTE). Additional incentive cash and stock opportunities may be available. Final individual compensation will be decided based on demonstrated experience. Benefits • Health Coverage: Medical, pharmacy, dental and vision care. • Wellbeing Support: Programs such as BMS Well‑Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP). • Financial Well‑being and Protection: 401(k) plan, short‑ and long‑term disability, life insurance, accident insurance, supplemental health insurance, business travel protection, personal liability protection, identity theft benefit, legal support, and survivor support. Work‑life benefits include: • US Exempt Employees: flexible time off (unlimited, with manager approval), 11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees). • Phoenix, AZ, Puerto Rico and Rayzebio Exempt, Non‑Exempt, Hourly Employees: 160 hours annual paid vacation for new hires with manager approval, 11 national holidays, and 3 optional holidays. • Unlimited paid sick time, up to 2 paid volunteer days per year, summer hours flexibility, leaves of absence for medical, personal, parental, caregiver, bereavement and military needs, and an annual Global Shutdown between Christmas and New Years Day. All global employees full and part‑time who are actively employed at and paid directly by BMS at the end of the calendar year are eligible to take advantage of the Global Shutdown. 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. Supporting People with Disabilities 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 [email protected]. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement. Candidate Rights BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area. California Residents 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: https://careers.bms.com/california-residents/. Data Protection We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection. 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