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Bristol Myers Squibb Director, US Cell Therapy Franchise Customer Experience in Seattle, Washington

At Bristol Myers Squibb, we are inspired by a single vision – transforming patients’ lives through science. In oncology, hematology, immunology and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

Excited to grow your career?

At Bristol Myers Squibb, we are inspired by a single vision – transforming patients’ lives through

science. In oncology, hematology, immunology, and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.

Director, US Cell Therapy Franchise Customer Experience Lead is a key member of the CELL THERAPY Franchise Strategy & Customer Experience leadership team. This leadership role is responsible for delivering operational excellence and value-add resources and programs solutions to deliver the best customer experience. Leading and collaborating with a cross functional team across both US and Global Franchise CAR T, this role will help define, shape, and elevate the US Cell Therapy customer experience. This role will be located in either Seattle, WA, or Summit, NJ.

Responsibilities will include, but are not limited to, the following:

  • Responsible for leading the development & execution of the CELL THERAPY Franchise customer experience strategy within the US, including working collaboratively with broad cross- functional US and Global Franchise teams to ensure consistency, continuity, and inclusive communication, where the focus is elevating the customer experience

  • Work closely and collaboratively with all cross-functional partners to provide Account teams with the appropriate insights and tools (e.g., dashboard/data, insights, talking points) to deliver the best experience

  • Work closely with the Market Research team to develop customer focused research and tracking to establish a customer experience base line metric of current customer satisfaction, followed by regular research to measure ongoing progress and success

  • Capture and ensure ongoing measurement of Voice of Customer, including but not limited to HCPS Cell Therapy Coordinator and Care Teams. Implement key forums such as Customer Advisory Boards to facilitate consistent dialogue with critical external stakeholders as needed.

  • Work closely with Abecma and Breyanzi brand teams, Value Access & Payment (VAP) and Patient Advocacy to include patient voice in customer experience metrics.

  • Implement and lead US Field Based MAC team to gain internal field-based (CTAM, CMAM, LEM, SCLT, MSL) insights, as well input into field-based resource support

  • Lead the development and deployment of customer facing franchise resources and programs aimed at elevating the customer experience

  • Active engagement with legal and regulatory partners and sound understanding of the US regulatory and commercial compliance environment

  • Monitor the competitive environment and customer base to develop insights and quickly identify opportunities and threats within CELL THERAPY market

  • Develop and deliver presentations to senior management and other internal/external stakeholders

Skills/Knowledge Required:

  • BA/BS required

  • 8+ years experience of leading and working closely with high performing cross-functional life science or pharma teams

  • Successful candidate should have at least 5 years customer facing experience where modeling superior customer experience was the focus

  • Demonstrated initiative, creativity, strategic capabilities, and ability to work effectively in complex, rapidly changing environments

  • Experience with CAR T/cellular therapy preferred

  • Must be able to conceptualize and articulate a vision for self and franchise that energizes all functional areas and stakeholders

  • Experience in delivering complex messages to various internal and external customers with a track record of effective and influential presentations

  • Travel 25+% of the time required

Leadership skills - Proven ability to build, lead and motivate high performance management teams. Achieves organizational focus on key priorities, provides clear direction, delegates, actively communicates and coaches. Able to seek broad input from all appropriate stakeholders regarding key decisions. Values diverse and opposing views. A committed mentor, people developer and team builder. Strong organizational and administrative skills. Possesses a sense of urgency.

Collaboration skills - A top class team player. Works effectively in a team-based organization, effectively listens, collaborates cross-functionally, and builds alignment around goals and objectives. Shares, circulates information. Readily builds consensus and achieves agreement on key initiatives and priorities. Synthesizes diverse perspectives into cohesive, aligned recommendation/deliverables, managing dissension along the way and championing team recommendations

Results orientation - A result oriented individual, with a participative, high energy style, strong personal work ethic, intense focus on results and a bias toward action. Establishes clear expectations, objectives and priorities. Sets aggressive but achievable goals and consistently delivers. Diligently monitors progress and proactively addresses variances. Highly decisive and action oriented.

Around the world, we are passionate about making an impact on the lives of patients with serious

diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues. 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.

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

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.

Physical presence at the BMS worksite or physical presence in the field is an essential job function of this role which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and enhances the Company culture.

To protect the safety of our workforce, customers, patients and communities, the policy of the Company requires all employees and workers in the U.S. and Puerto Rico to be fully vaccinated against COVID-19, unless they have received an exception based on an approved request for a medical or religious reasonable accommodation. Therefore, all BMS applicants seeking a role located in the U.S. and Puerto Rico must confirm that they have already received or are willing to receive the full COVID-19 vaccination by their start date as a qualification of the role and condition of employment. This requirement is subject to state and local law restrictions and may not be applicable to employees working in certain jurisdictions such as Montana. This requirement is also subject to discussions with collective bargaining representatives in the U.S.

Our company is committed to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. Applicants can request an approval of accommodation prior to accepting a job offer. If you require reasonable accommodation in completing this application or if you are applying to a role based in the U.S. or Puerto Rico and you believe that you are unable to receive a COVID-19 vaccine due to a medical condition or sincerely held religious belief, during or any part of the recruitment process, please direct your inquiries to adastaffingsupport@bms.com . Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.

Company: Bristol Myers Squibb

Req Number: R1548529

Updated: 2021-10-22 04:37:17.748 UTC

Location: Seattle,Washington

Bristol Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, pregnancy, citizenship, marital status, gender expression, genetic information, political affiliation, or any other characteristic protected by law.

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