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Director, Us Market

4 months ago

Princeton, United States Bristol-Myers Squibb Full time

**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 rich in diversity. Take your career farther than you thought possible.

**Position Summary**

The Customer Engagement team aims to strategically design, develop, and evolve industry leading Customer Engagement, Medical Information, and call center capabilities while optimizing the customer experience. This role will be responsible for providing strategic and operational oversight for and execution of US MI Services & WW Escalation Strategy. This leader will provide direction as it relates to operations, processes, standards and services including managing the relationship with the Contact Center Partners covering US Medical Information, WW/US/EU SRD and Global Escalations book of work.

**Key Responsibilities**

Develop and Execute strategy for US customer engagement: Medical Information, Global Escalations, and SRD Content maintenance in alignment with Global Medical Excellence goals and objectives.

Strategic Leadership of a diverse team focused on delivery of Medical Information contact center, SRD content and Escalation book of work. Develop, coach and foster individual and team development.

Relationship lead working with all key matrix functions at a Worldwide Market level, e.g. WW Customer Engagement Regional Leads, Medical Communications Leads, Market Medical Leads and Business Solutions in order to:

- Provide an MI service for the delivery of MI to HCPs and patients to meet market and regulatory needs, managing complex questions in a timely and efficient manner.
- SRD content creation and maintenance for all WW SRDs and EU and US variants
- Provide MI guidance and support for local or WW congress booths as required.

Launch Planning and Execution Integration Planning and Execution

Own the strategy and drive continuous evolution of US MIS team in areas such as:

- Innovative approach towards service evolution while adhering to budgets and timelines.
- Establishment, Maintenance and Adherence to processes and procedures ensuring operational effectiveness.
- Delivery of performance reports and insights to stakeholders
- Inspection readiness and audit participation
- Oversight of supplier budget
- Telephony design
- Customer Journey across MIS and CIS

Monitor performance of team against agreed procedures and quality metrics to ensure compliance. Identify continuous improvement opportunities and lead process improvement plans.

Oversight of team as it relates to:

- Training Plans for existing and launch products and programs
- Quality oversight
- Content maintenance and creation
- Escalation support
- Systems and solutions
- Budget & Operational deliverable

**Qualifications & Experience**
- Pharm D or equivalent.
- 10 years' experience in Medical Information or Medical Affairs role.
- Experience managing an external partner relationship to deliver results.
- Budget management, Operational execution, Matrix Stakeholder Management
- People Leadership, Inclusion, and Integrity
- Strategic thinking and a proven track record of innovation, accountability, and urgency in driving continuous evolution of a function

**#LI-Hybrid**

**Uniquely Interesting Work, Life-changing Careers**

**On-site Protocol**

BMS has a diverse 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 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.