Associate Director, Strategy & Operations, Customer Experience, Patient Access Liaison

Bristol Myers Squibb • Malibu, SC

4d • Remote

About The Position

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.
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. This includes the management and evolution of Rules of Engagement (ROE) & Ways of Work (Wow), overseeing the development and maintenance of analytics tools and collaborating with data governance as needed, overseeing the management of field alignment, ensuring readiness for key meetings including POAs, Quarterly Business Reviews, and Leadership reviews, collaborating with internal and external learning and development teams to execute onboarding and upskilling training, and developing and implementing the use of strategic resources.

Requirements

• 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.

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 document 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 document 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 PALteam.
• 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.

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: Paid Time Off 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 Based on eligibility, additional time off for employees may include 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level