Director, US Market
4 weeks ago
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 rich in diversity. Take your career farther than you thought possible.
Position Summary
The Customer Engagement team aims to strategically design, develop, and evolve industry leading Customer Engagement, Medical Information, and call center capabilities while optimizing the customer experience. This role will be responsible for providing strategic and operational oversight for and execution of US MI Services & WW Escalation Strategy. This leader will provide direction as it relates to operations, processes, standards and services including managing the relationship with the Contact Center Partners covering US Medical Information, WW/US/EU SRD and Global Escalations book of work.
Key Responsibilities
Develop and Execute strategy for US customer engagement: Medical Information, Global Escalations, and SRD Content maintenance in alignment with Global Medical Excellence goals and objectives.
Strategic Leadership of a diverse team focused on delivery of Medical Information contact center, SRD content and Escalation book of work. Develop, coach and foster individual and team development.
Relationship lead working with all key matrix functions at a Worldwide Market level, e.g. WW Customer Engagement Regional Leads, Medical Communications Leads, Market Medical Leads and Business Solutions in order to:
Provide an MI service for the delivery of MI to HCPs and patients to meet market and regulatory needs, managing complex questions in a timely and efficient manner.
SRD content creation and maintenance for all WW SRDs and EU and US variants
Provide MI guidance and support for local or WW congress booths as required.
Launch Planning and Execution Integration Planning and Execution
Own the strategy and drive continuous evolution of US MIS team in areas such as:
Innovative approach towards service evolution while adhering to budgets and timelines.
Establishment, Maintenance and Adherence to processes and procedures ensuring operational effectiveness.
Delivery of performance reports and insights to stakeholders
Inspection readiness and audit participation
Oversight of supplier budget
Telephony design
Customer Journey across MIS and CIS
Monitor performance of team against agreed procedures and quality metrics to ensure compliance. Identify continuous improvement opportunities and lead process improvement plans.
Oversight of team as it relates to:
Training Plans for existing and launch products and programs
Quality oversight
Content maintenance and creation
Escalation support
Systems and solutions
Budget & Operational deliverable
Qualifications & Experience
Pharm D or equivalent.
10 years’ experience in Medical Information or Medical Affairs role.
Experience managing an external partner relationship to deliver results.
Budget management, Operational execution, Matrix Stakeholder Management
People Leadership, Inclusion, and Integrity
Strategic thinking and a proven track record of innovation, accountability, and urgency in driving continuous evolution of a function
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Uxbridge, United Kingdom Bristol Myers Squibb Full timeWorking 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...
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Uxbridge, United Kingdom Bristol Myers Squibb Full timeWorking 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...
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