Director, Customer Engagement Strategy & Operations, WW Omnichannel & AI at Bristol-Myers Squibb

Princeton, New Jersey, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Pharmaceuticals, Biotechnology, HealthcareIndustries

Requirements

Serves as Chief of Staff and trusted strategic business partner to the VP, Omnichannel & AI
Dynamic leader capable of driving operational excellence, stakeholder alignment, and coordinated execution
Expertise in omnichannel and AI strategies, including strategy definition, OKRs, roadmaps, and investment priorities
Experience leading operating cadence, performance management, business reviews, scorecards, budgets, decision logs, and governance
Ability to act as integrator and primary liaison across functions (Omnichannel & AI, Brand, ICDx, BI&T, Finance, Medical, Legal, Compliance, Field, agencies)
Skilled in clarifying RACI and decision rights for rapid execution
Proficiency in running PMO programs: intake/prioritization, scope, dependencies, timelines, RAID/risk registers, status reporting
Knowledge of process standardization, governance, playbooks, and adoption across portfolios (Neuroscience & CAR-T, Oncology, CV, Immunology)
Expertise in process improvements, operational excellence, change management, training design, and upskilling for AI transformation
Ability to establish prioritization and governance mechanisms focused on outcomes
Understanding of US and global regulatory, privacy, and data governance standards
Experience managing executive office operations: calendar, briefings, pre-reads, talking points, LT agendas, Town Halls, ELT/board materials, action tracking
Capability to troubleshoot issues, run war rooms, and drive escalation/resolution
Leadership in budget, headcount, and vendor/contract management

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

Skills

Key technologies and capabilities for this role

OmnichannelAIStrategyOperationsOKRsRoadmapsStakeholder ManagementLeadershipCustomer Engagement

Questions & Answers

Common questions about this position

What is the employment type for this position?

This is a full-time position.

Is this role remote or does it require office work?

This information is not specified in the job description.

What are the key responsibilities or skills needed for this Director role?

The role requires defining and strategizing the omnichannel & AI team’s strategy, leading operating cadence and performance management, acting as integrator and liaison across teams, running the OC&AI PMO programs, and driving standardization of processes and governance.

What is the company culture like at Bristol Myers Squibb?

The culture is challenging, meaningful, and life-changing, with uniquely interesting work, opportunities to grow and thrive alongside high-achieving teams, and a focus on balance and flexibility.

What makes a strong candidate for this Director position?

A strong candidate is a dynamic leader who can serve as Chief of Staff and trusted strategic partner to the VP, drive operational excellence, foster communication, ensure stakeholder alignment, and advance omnichannel and AI strategies.

Bristol-Myers Squibb

Develops and delivers biopharmaceutical medicines

About Bristol-Myers Squibb

Bristol Myers Squibb (BMS) develops and delivers medicines aimed at treating serious diseases, focusing on areas like cancer, autoimmune diseases, and heart conditions. The company conducts extensive research and development to create new drugs, which are sold after receiving regulatory approval. BMS also produces generic drugs, offering affordable alternatives that meet the same quality standards as their branded counterparts. What sets BMS apart from competitors is its dual focus on both innovative and generic medicines, enhancing access to healthcare. The company's goal is to improve patient outcomes while maintaining a commitment to sustainability and corporate responsibility.

New York City, New YorkHeadquarters

1887Year Founded

$33,706.1MTotal Funding

IPOCompany Stage

Biotechnology, HealthcareIndustries

10,001+Employees

Benefits

Flexible Work Hours

Hybrid Work Options

Professional Development Budget

Risks

Increased competition in oncology from emerging biotech firms like ArsenalBio.

BMS's lawsuit over the 340B Drug Pricing Program may lead to regulatory challenges.

Rapid AI and digital tech evolution may pose integration challenges for BMS.

Differentiation

BMS focuses on innovative cancer treatments through collaborations like ArsenalBio for T cell therapies.

The company emphasizes digital health technologies, enhancing clinical trial management and patient engagement.

BMS offers both innovative and generic medicines, increasing affordable healthcare solutions.

Upsides

BMS's partnership with Medidata enhances clinical research processes and patient outcomes.

The collaboration with AI Proteins advances novel miniprotein-based therapeutics, expanding therapeutic modalities.

BMS's global license agreement with BioArctic expands its portfolio in neurodegenerative diseases.

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