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.
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 .
Cell Therapy is one of the most groundbreaking new forms of cancer treatments being studied today. With therapies only in their infancy and BMS's continued investment in our Cell Therapy capabilities, the growth potential of this science, your career, and the ability to help patients are incredible.
The Position: The Associate Director, North America Operations and Global Process Support, Scheduling and Cell Logistics will be accountable for all monitoring and scheduling exception handling of patient treatment schedules for Bristol Myers Squibb's clinical and commercial Cell Therapies in North America. The Associate Director, North America Operations and Global Process Support is also accountable for global weekend operations coverage of all scheduling support and exception handling.
The primary duties of this role are to lead the North America Operations and Global Weekend Operations teams in supporting significant escalations, managing relationships with key internal and external partners, managing the Scheduling and Cell Logistics Technical Training program, and ensuring improvement of the operational processes in support of continued growth and complexity.
- The position is office-based in Seattle, WA or Summit, NJ, with in-office attendance is required a minimum of 50% of the time.
- Evening, weekend, and holiday support are required on occasion.
- International and domestic travel is required; travel will not exceed 20%.
Education and Experience:
- Master's degree or equivalent work experience
- 10 years of work experience, preferably in customer service, call center operations, patient services/navigator, account management, logistics, or supply chain.
- 5+ years managing teams, with experience building teams and coaching and managing people managers; experience working with global teams.
Responsibilities:
- Lead a team of 25+ specialists through senior managers based between Seattle, WA, Summit, NJ, and remote within the US (Global Weekend Operations only) in scheduling operations.
- Foster team health and engagement, motivate people, and resolve problems that prevent teams from succeeding.
- Ensure adequate training of management team.
- Set the direction for the team aligned with Global Patient Operations and Scheduling and Cell Logistics strategy and objectives; hold management accountable for delivering outcomes aligned with strategy and objectives.
- Ensure capabilities and resources exist to support operational coordination and issues support in North America and Global Weekend Operations, manage and deliver technical training, and deliver continuous improvement and strategic process in support of scheduling operations.
- Facilitate coordination of global response and communications for SCLT handling of major events impacting multiple treatments and/or regions.
- Collaborate closely with the head of North America Site Accounts to ensure seamless, efficient, and effective support to treatment sites and the other regional heads to ensure seamless global weekend operations.
- Collaborate closely with regional Scheduling and Cell Logistics heads to work with a global mindset; build exceptional cross-region relationships and process understanding, collaborate on improving global processes, and minimize regional nuances where feasible in order to be a global team with cross-regional and follow-the sun support.
- Select and prioritize regional initiatives in alignment with Global Patient Operations and Scheduling and Cell Logistics strategy.
- Lead and drive global and regional, cross-functional, cross-department projects aligned with Global Patient Operations and Scheduling and Cell Logistics strategy as assigned.
- Sponsor regional initiatives and act as steering committee member for internal working groups and projects.
- Ensure periodic reporting of regional KPIs and operational metrics; develop and deliver action plans and continuous improvements as necessary.
- Build and maintain partnerships with key regional internal stakeholders in Global Patient Operations, Global Logistics and Trade Operations, Quality, BMS manufacturing sites, and other partners as applicable in support of optimizing operational efficiency and provide excellent customer experience.
- Collaborate closely with North America Site Accounts in ensuring alignment on processes and communication and delivering a positive end-to-end customer experience.
- Represent Global Patient Operations and Scheduling and Cell Logistics in global, highly matrixed teams to support launch readiness, clinical trial readiness, life cycle management, and process optimization/excellence as assigned.
- Participate in budget planning, including identification and justification of regional resources required to operationally execute and deliver on goals.
- Ensure responsible use of allocated portion of Global Patient Operations budget including headcount, contracted support, travel, and expenses.
Knowledge, Skills, and Abilities:
- Live the BMS core values of Integrity, Passion, Innovation, Accountability, Urgency, and Inclusion
- Highly self-motivated, self-aware, and professional
- Passionate about leading teams and developing people
- Able to work independently and in groups
- Flexible in responding to quickly changing business needs
- Exceptional customer service orientation
- Skilled at managing tense situations and de-escalation
- Eager to work with teams from other regions and cultures
- Able to share workspace for independent and collaborative work
- Exceptional sense of ownership and accountability
- Skilled in planning and organizing information
- Exceptional written and verbal communication and presentation skills
- Fluent reading, speaking, and writing skills required in English
#LI-Hybrid
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.
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 an inclusive culture, promoting diversity 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 a diverse 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.
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.
BMS cares about your well-being and the well-being of our staff, customers, patients, and communities. As a result, the Company strongly recommends that all employees be fully vaccinated for Covid-19 and keep up to date with Covid-19 boosters.
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/
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