Associate Director - US Predictive Customer Engagement

Bristol Myers Squibb • Princeton, NJ

1d • $167,540 - $203,013 • Hybrid

About The Position

The Predictive Customer Engagement team is responsible for developing and evolving customer engagement AI capabilities to support decision-making and execution by scaling advanced data processing, novel reasoning patterns, and intelligent activities across marketing, field engagement optimization, and omnichannel experience orchestration. As an Associate Director on the team, you will lead the end-to-end development of AI capabilities—spanning the HCP 360 data foundation, field engagement recommendation/optimization, NPP/HOE & 3PP orchestration, and ensure these capabilities are productionized reliably, responsibly, and at enterprise scale.

Requirements

• BA/BS degree (quantitative area of study preferred)
• Minimum of 5 years of hands-on relevant experience in life science and healthcare industries (including data engineering, data science projects, designing, developing and deploying ML models)
• Proficiency in python, SQL, spark, git, MLOps
• Solid understanding of LLM, genAI and agentic AI application and development, with hands-on experience
• Great communication and interpersonal skills

Nice To Haves

• Master or PhD degree in relevant field
• Business stakeholder interfacing responsibility and experience
• Production-grade LLM application deployment
• Team management experience

Responsibilities

• AI/ML Product & Technical Leadership: Own technical direction for AI capabilities that prioritize the right customer, content, journey/channels, and insights—and enhance capability maturity over time. Lead development of predictive and optimization components that translate HCP-level signals into engagement recommendations and insights. Drive “explainable AI” packaging so recommendations include interpretable drivers/insights that support pre-call planning and confidence.
• Data & Feature Engineering for the HCP 360 Foundation: Oversee engineering patterns for the “360 HCP dataset / data cube” that underpins the AI engine —ensuring reliability, lineage, and fit-for-purpose feature sets. Partner with upstream data teams and internal stakeholders to integrate new data feeds (e.g., patient opportunity inputs, engagement signals) into model-ready feature layers.
• MLOps / DevOps / Production Excellence: Lead production operationalization—covering refresh steps, runs, publishes, and cross-TA/brand workflows (bi-weekly, HOE, 3PP/digital, etc.). Establish strong engineering hygiene: CI/CD, code quality, standardized tooling, and repeatable release processes (e.g., consolidated linting/formatting and PR-based workflows). Drive reduction of “hotfix-as-BAU” by improving design patterns, backlog discipline, and root-cause remediation.
• Governance, Risk, and Responsible AI: Ensure AI enhancements follow required governance controls and risk review processes; coordinate artifacts and timelines so launches are not blocked by minimum assessment windows. Embed compliance needs into system behavior (e.g., suppression/opt-out handling discussions and related operational considerations).
• Stakeholder Partnership & Delivery Leadership: Serve as the technical counterpart to product/strategy stakeholders—translating business needs into prioritized, feasible engineering work (e.g., business request intake and delivery). Lead cross-functional working sessions to define hypotheses, pressure-test insights, finalize language, conduct system integration testing, and enable field readiness for launch.
• Team Leadership & Talent Development: Coach and develop engineers/data scientists; set technical standards; create a culture of operational excellence, high-quality documentation, and continuous improvement.

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
• Education Level: Associate degree