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

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.

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

Position Summary: 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.

Key Responsibilities:

Team Leadership

• 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

External Engagement

• 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

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 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 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

Qualifications:

• 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

Additional Information:

• This remote-based role requires >50% travel for field time, key meetings travel to meet with stakeholders and attend industry events.

This position reports to Vice President, Customer Experience, Neuroscience Commercialization

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, or protected veteran status.

If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.

Remote - United States - US: $198,130 - $240,083


The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee’s work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience. 

Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits, please visit https://careers.bms.com/life-at-bms/.
 

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 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.

*Eligibility Disclosure: The summer hours program is for United States (U.S.) office-based employees due to the unique nature of their work. Summer hours are generally not available for field sales and manufacturing operations and may also be limited for the capability centers. Employees in remote-by-design or lab-based roles may be eligible for summer hours, depending on the nature of their work, and should discuss eligibility with their manager. Employees covered under a collective bargaining agreement should consult that document to determine if they are eligible. Contractors, leased workers and other service providers are not eligible to participate in the program.

Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

On-site Protocol

BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:

Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.

Supporting People with Disabilities

BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.

Candidate Rights

BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.

If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/

Data Protection

We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection.

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

If you believe that the job posting is missing information required by local law or incorrect in any way, please contact BMS at TAEnablement@bms.com. Please provide the Job Title and Requisition number so we can review. Communications related to your application should not be sent to this email and you will not receive a response. Inquiries related to the status of your application should be directed to Chat with Ripley.

R1604265 : Director, Customer Experience, Patient Access Liaison Field Team, Neuroscience Commercialization