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

About the Role

Working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, transforming 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. This high-visibility role sits 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.

Responsibilities

• Team Leadership
  • Set strategic priorities for the field team (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.
  • Infuse a high-performance and learning culture within the organization.
  • Collaborate with leadership at the third-party contracted partner organization to ensure consistency in messaging and team leadership approach.
• External Engagement
  • Develop and nurture key customer relationships (KOLs, Executives, treatment team members, office staff).
  • Mine insights from external engagement that translate to internal action.
  • Represent the Customer Experience business function in customer interactions and industry events.
• Building for the Future
  • Challenge the status quo and evolve the current model for maximum effectiveness and to address unmet educational needs.
  • Assess and evaluate the go-to-market PAL model for future indications.
  • Build infrastructure and model to support future indications.
• Ensuring Readiness for Key Meetings
  • 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.
• Strategic Resources
  • Serve as the decision-maker for resource considerations for the 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.

Qualifications

• Bachelor’s degree in a relevant field; advanced degree 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 requirements.
• Proven ability to influence senior stakeholders and align cross-functional teams without direct authority.
• Supplier management experience is preferred.

Additional Information

This is a remote-based role requiring over 50% travel for field time, key meetings, stakeholder engagements, and industry events. The position reports to the Vice President, Customer Experience, Neuroscience Commercialization.

Pay

Remote - United States: $198,130 - $240,083. The starting compensation range is for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate considers required skills, job location, work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience.

Benefits

Benefit offerings are subject to the terms and conditions of the applicable plans in effect at the time and may require enrollment. Our benefits include:

• 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:
  • 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 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 Year's Day.