Director, Customer Engagement Strategy & Operations, WW Omnichannel & AI

Director, Customer Engagement Strategy & Operations

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.

The Director, Customer Engagement Strategy & Operations serves as Chief of Staff and trusted strategic business partner to the VP, Omnichannel & AI. This critical role drives core operational excellence, fosters effective communication, and facilitates the execution of strategic priorities across the global Omnichannel & AI organization.

As a dynamic leader, the Director ensures stakeholder alignment and coordinated execution to advance BMS's omnichannel and AI strategies, propelling the organization toward its goals. Supporting our transformative vision to position BMS Commercialization as an industry leader in AI, this leader is pivotal in advancing omnichannel capabilities, optimizing people, process, and technology, to enhance speed, flexibility, and quality of execution across BMS.

Responsibilities :

• Define and strategize the enterprise omnichannel & AI Team's strategy with the VP and OC & AI leadership team; translate strategy into clear OKRs, roadmaps, and investment priorities aligned to brand imperatives.
• Lead operating cadence and performance management for OC & AI : weekly / monthly / quarterly business reviews, executive scorecards, budget alignment, decision logs, and governance forums; own OKR and performance dashboards.
• Act as the integrator and primary liaison for the OC & AI team across Omnichannel & AI, Brand, ICDx, BI&T, Finance, Medical, Legal, Compliance, Field, and agency partners; clarify RACI and decision rights to enable rapid, consistent execution.
• Run the OC& AI PMO programs that cross OC & AI functions : intake / prioritization, scope, dependencies, timelines; ensure on-time, on-budget delivery with transparent status, RAID / risk registers, and executive-ready reporting. Integrate into the WCx Transformation office governance as needed.
• Drive standardization of omnichannel processes and governance across Neuroscience & CAR?T, Oncology, CV, Immunology, and other portfolios; drive adoption of common playbooks and compliant ways of working.
• Drive process improvements and operational excellence to accelerate speed-to-value for omnichannel & AI team initiatives.
• Champion change management and enablement : design training, playbooks, and adoption metrics; upskill marketers, analytics, and field teams to accelerate AI transformation. Partner and / or delegate to the WCx Change Management team as needed.
• Establish prioritization and governance mechanisms with focus on Omnichannel & AI team outcomes.
• Ensure US and global regulatory, privacy, and data governance standards are harmonized and embedded, partnering closely with Compliance and Legal.
• Manage the VP of Omnichannel & AI's executive office operations : calendar, briefings, pre-reads, talking points; set agendas for LT meetings and Town Halls; produce ELT / board materials; track actions and follow-ups.
• Troubleshoot cross-team issues; run war rooms for critical topics; drive structured escalation and resolution.
• Lead budget, headcount, and vendor / contract management for OC & AI with Finance and Procurement; track POs, accruals, savings, and investment ROI; support vendor selection and discovery; manage partner performance and SLAs.
• Coordinate talent planning, onboarding, capability building, org health, and internal communications; embed a culture of innovation, collaboration, diversity, and inclusion for the OC & AI team.

Qualifications :

Compensation Overview : Princeton - NJ - US : $189,430 - $229,546. The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee's work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience. Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits, please visit https : / / careers.bms.com / life-at-bms / .

Uniquely Interesting Work, Life-changing Careers With a single vision as inspiring as "Transforming patients' lives through science ", every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

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.

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 adastaffingsupport@bms.com. Visit careers.bms.com / eeo-accessibility to access our complete Equal Employment Opportunity statement. BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

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 / .

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