Director, Customer Experience, Patient Access Liaison Field Team, Neuroscience Commercialization

Bristol Myers Squibb

32d•$198,130 - $240,083•Remote

About The Position

The Director, Customer Experience, Patient Access Liaison (PAL) Field Team provides strategic leadership and oversight for BMS's Neuroscience PAL organization. This includes setting strategic priorities, driving team performance, and building the infrastructure to support future product indications. The role partners cross-functionally with Customer Experience, Market Access, Brand, and Strategy & Operations teams while managing the supplier relationship and representing the team in key leadership forums. This is a high-visibility role at the intersection of patient access and commercial strategy, offering the opportunity to shape how BMS supports offices to help patients navigate the healthcare system in Neuroscience.

Requirements

Bachelor’s degree in a relevant field; advanced degree preferred.
Preferred minimum of 10 years of experience in customer-facing field roles, field management, patient access support services, customer experience, reimbursement management, or a related field.
Demonstrated ability to lead a field team
Strong ability to develop and implement strategic plans.
Excellent communication and collaboration skills.
Ability to synthesize field insights, performance data, and market trends into actionable strategic recommendations
Demonstrated success in managing complex expectations and requirement
Proven ability to influence senior stakeholders and align cross-functional teams without direct authority
Supplier management experience is preferred

Responsibilities

Set strategic priorities for the field team (this is a third-party outsourced field organization)
Motivate and inspire the team for optimal performance
Communicate and enforce the Rules of Engagement (ROE) and Ways of Work (WOW) among all team members
Monitor team performance and recommend/implement enhancements based on learnings
Continue to infuse a high performance and learning culture among the organization
Collaborate with leadership at our third-party contracted partner organization to ensure consistency in messaging and team leadership approach
Develop and nurture key customer relationships (KOLs, Executives, treatment team members, office staff)
Mine insight from external engagement that translates to internal action
Represent the Customer Experience business function in customer interactions and industry events
Challenge the status quo and evolve the current model for maximum effectiveness and to address unmet educational needs
Assess and evaluate go-to-market PAL model for future indications
Build infrastructure and model to support future indications
Represent the PAL team in key leadership reviews
Collaborate with the Customer Experience Team, including Strategy & Operations to prepare for and execute Quarterly Business Reviews
Serve as decision-maker for resource considerations for PAL field team
Collaborate with internal partners to ensure effective training and pull through for resources
Consistently engage key internal partners (Customer Experience, Brand, Market Access) to ensure a collaborative and prioritized approach to field execution for field team against most critical business priorities

Benefits

Medical, pharmacy, dental, and vision care.
Programs such as BMS Well-Being Account, BMS Living Life Better, and Employee Assistance Programs (EAP).
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.
Flexible time off (unlimited, with manager approval)
11 paid national holidays (not applicable to employees in Phoenix, AZ, Puerto Rico or Rayzebio employees)
160 hours annual paid vacation for new hires with manager approval
11 national holidays, and 3 optional holidays
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
Annual Global Shutdown between Christmas and New Years Day.