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

Bristol Myers Squibb • Princeton, NJ

51d

About The Position

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.

Requirements

• Minimum of 10 years in the pharmaceutical or healthcare-related industry.
• Undergraduate degree required; MBA or advanced degree preferred.
• Knowledge of the Product Development and Commercialization process and brand lifecycle; ability to connect strategy to execution.
• Proven Chief of Staff/PMO leadership for complex, multi-brand portfolios: operating cadence, OKRs, roadmaps, portfolio and investment prioritization.
• Omnichannel and AI/MarTech proficiency: CRM/CDP/orchestration, personalization, consent management, marketing automation; familiarity with GenAI applications and responsible AI practices.
• Demonstrated ability to influence, align, and drive performance across matrixed teams (Marketing, IT, Data/Analytics, Medical, Legal, Compliance, Field) with clear RACI and decision rights.
• Strong change management and enablement experience: design training/playbooks, adoption metrics, and upskilling programs for AI/omnichannel.
• Vendor/partner management: selection, contracts, SLAs, performance management; experience with agencies and technology providers.
• Financial acumen: budget planning, headcount management, PO/accrual tracking, investment ROI; experience coordinating with Finance and Procurement.

Nice To Haves

• Understanding of the biopharmaceutical industry across oncology, hematology, cardiovascular, immunology, neuroscience, and cell therapy in US and worldwide markets (preferred).
• Demonstrated ability to collaborate across boundaries (e.g., Commercial Business Leads/functions, R&D, Corporate Affairs, Global Policy & Government Affairs, external partners) and build strong relationships.

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.

Benefits

• Medical, pharmacy, dental and vision care.
• Wellbeing support such as the BMS Living Life Better program and employee assistance programs (EAP).
• Financial well-being resources and a 401(K).
• Financial protection benefits such as short- and long-term disability, life insurance, supplemental health insurance, business travel protection and survivor support.
• Work-life programs include paid national holidays and optional holidays, Global Shutdown Days between Christmas and New Year's holiday, up to 120 hours of paid vacation, up to two (2) paid days to volunteer, sick time off, and summer hours flexibility.
• Parental, caregiver, bereavement, and military leave.
• Family care services such as adoption and surrogacy reimbursement, fertility/infertility benefits, support for traveling mothers, and child, elder and pet care resources.
• Other perks like tuition reimbursement and a recognition program.

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Industry: Chemical Manufacturing
• Number of Employees: 5,001-10,000 employees