Senior Director, Customer Engagement Data Science & AI Engineering Lead

Bristol Myers Squibb•Princeton, NJ

About The Position

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. Take your career farther than you thought possible. Bristol Myers Squibb recognizes the importance of balance and flexibility in our work environment. We offer a wide variety of competitive benefits, services and programs that provide our employees with the resources to pursue their goals, both at work and in their personal lives. Read more: careers.bms.com/working-with-us .

Requirements

PhD preferred in Data Science, Computer Science, Engineering, or related field.
10+ years in data science/AI roles, with 5+ years in leadership.
Proven success in deploying AI tools in commercial/customer experience settings, ideally in pharma or life sciences.
Deep knowledge of omnichannel engagement, agentic AI, and CRM workflows.
Strong leadership, communication, and stakeholder management skills.
Experience with regulatory and compliance requirements in the pharmaceutical industry.

Nice To Haves

Experience with cloud-based AI/ML platforms and modern data architectures.
Familiarity with Veeva CRM, Salesforce, and sales force automation tools.
Demonstrated ability to drive change and deliver business impact through technology.

Responsibilities

Strategic Leadership Define and execute a vision for AI-enabled customer experience transformation.
Serve as a strategic partner in the InterAct evolution, ensuring AI capabilities are embedded into new workflows.
Align initiatives with commercial, field, and HQ objectives, including performance optimization and omnichannel orchestration.
Tool & Application Development Lead the development of agentic AI tools that assess opportunity breadth and depth and orchestrate customer-facing teams.
Build AI agents that enable seamless omnichannel collaboration between field and HQ.
Develop execution playbooks that feed orchestration engines and help overcome customer barriers.
Own the innovation pipeline for CX AI tools—from ideation to scaling.
Impact & Value Delivery Deliver measurable improvements in workflow efficiency (e.g., time saved per rep per week) and customer engagement (e.g., increased HCP responsiveness).
Quantify and track business impact of AI tools post-deployment.
Team Management & Development Build, mentor, and lead a multidisciplinary team of data scientists, AI engineers, and product managers.
Foster a culture of innovation, agility, and continuous improvement.
Cross-Functional Collaboration Partner with CRM Platform, Field Excellence, and Engagement Platform leads to ensure AI solutions are integrated and scalable.
Collaborate with IT, commercial operations, and analytics teams to align technical delivery with business needs.
Governance & Ethics Establish governance frameworks for responsible AI use, ensuring transparency, fairness, and compliance with pharma regulations.
Stakeholder Engagement Communicate complex technical concepts and business value to senior leadership and non-technical stakeholders.
Ensure solutions are user-centric and drive adoption across field and HQ teams.

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.

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