Job Information
Bristol Myers Squibb Senior Manager, Customer Information Services, US in Princeton, New Jersey
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 .
The Senior Manager, Customer Information Services (US), serves as a member of the Customer Information Services Team. This team is focused on designing, delivering, and continuously evolving Commercialization contact center capabilities while optimizing customer experience.
This role will focus on 3 key areas: 1. Enhancing the strategic partnership between Brand Leads and the CIS team to promote simplification and optimization specifically in the US region. 2. Driving execution of enhancements to systems, processes, and standards aimed towards driving better relationships with BMS customers in the US across various touchpoints, including but not limited to digital, call center, face-to-face, print etc. This role will support CIS strategies of simplification and standardization across multiple brand and program initiatives in the US market. 3. Collaboration with external partners to ensure optimal day to day operations and quality.
Purpose/Objective of the Job
Collaborate across internal and partner matrix teams in the US to align to the global strategy within the Customer Information Center
Responsibility for operational management of CIS programs in the US market.
Provide proactive solutions for patient and HCP contact center programs and our extended vendor partner network, including identifying, developing, and implementing operational efficiencies and innovative ideas leading to simplification, standardization, and optimization of the business process and the customer experience.
Develop relationships across all levels of organization to drive adoption capabilities and serve as critical partner and decision maker in development of patient related commercial program offerings.
Collaborate with MI team to ensure seamless customer experience across Customer Engagement Center capabilities.
RESPONSIBILITIES:
Support the Global Director in executing the strategy for US Customer Information. Collaborate with Brand teams to achieve strategic goals by therapeutic area, with a strong focus on enhancing the customer journey and prioritizing patient-centric decision-making.
Provide guidance to a team of individuals and agency partners responsible for delivering Customer Information Services in the US Market.
Assist in evaluating, piloting, and implementing innovative technical solutions, while maintaining a strong focus on measuring impact and generating actionable insights for the business.
Support effective operation and optimization of traditional and digital customer engagement channels, including Live Operator, IVR, Chat, Email, Social, and SMS.
Supervise the development of synchronous and asynchronous messaging content, such as scripts and FAQs, ensuring they align with regulatory requirements and meet the needs of the target audience.
Execute continuous improvement initiatives for omni-channel capabilities. Support brand-agnostic projects that align with the strategic objectives and vision of the team.
Assist in managing budgets for US CIS programs, ensuring fiscal discipline and financial stewardship.
Support CIS activities, including:
Monitoring processes and procedures to ensure operational effectiveness.
Assist in composition of performance reports and insights to stakeholders.
Support inspections and actively participate in audits.
Execute optimization strategies for telephony systems.
REQUIREMENTS:
Undergraduate degree required
10+ years’ experience required; preferably focused on Contact Center execution, exposure to contact center strategy/roadmaps, op models, (medical, legal, regulatory), contact center analytics, omni-channel marketing operations execution.
Proven record of accomplishment of interfacing with various parts of organization to execute Contact Center strategy and optimization efforts.
Ability to build relationships, influence, and support organizational engagement at all levels.
Strong analytical and problem-solving skills
Experience working in the pharmaceutical or healthcare industry preferred.
Strong project management skills with specific experience in the planning, prioritization, and execution of omni-channel programs within a matrixed organization.
Highly effective written/verbal communication and interpersonal skills.
Highly organized and motivated, can work in independent and highly matrixed cross-functional environments.
Demonstrated ability to successfully and effectively collaborate, cooperate and work across boundaries and cultures.
Experience working within a team environment to support internal and external clients.
History of effectively multi-tasking against competing timelines and resources.
Experience in navigating and complying with the Legal/Medical/Regulatory review process as related to omni-channel capabilities.
Excellent oral, written, and interpersonal communication skills
#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/ (https://careers.bms.com/eeo-accessibility) 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.
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: R1581799
Updated: 2024-06-03 03:15:54.645 UTC
Location: Lawrence Township-NJ
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.