Summary:

This role will lead the design, governance, and continuous optimization of AI driven field facing engagement suggestions generated by the Omnichannel Orchestration Engine. This role ensures that AI driven next best actions, alerts, messages, and content recommendations—delivered through CRM platforms and embedded in field workflows—are strategically aligned, operationally relevant, compliant, and trusted by Sales, Medical, and other frontline teams.

The Associate Director partners closely with Field Leadership, CRM Insights Enablement, Brand teams, Omnichannel Strategy, Business Insights & Technology, and Compliance to translate commercial strategy and analytical signals into governed, explainable, field ready recommendations used in daily execution. Serving as a key delegate to the Director, Omnichannel Engine Business Product Owner, this role supports the roadmap for field suggestion capabilities, with a strong focus on adoption, relevance, closed loop learning, and regulatory rigor.

Responsibilities:

Field and CRM Suggestion Product Ownership

• Own the business product definition for Omnichannel Engine field and CRM suggestions, including next best actions, alerts, message prompts, and content recommendations.
• Partner with CRM Insights Enablement and Salesforce/Veeva teams to ensure suggestions are delivered contextually, and natively within frontline workflows (e.g., call planning, alerts, rep dashboards).
• Define and monitor success metrics for AI driven suggestions, including relevance, explainability, adoption, execution rates, and dismissal reasons.

Translate Strategy into Field Ready Recommendation Logic

• Work with Brand and Therapeutic Area teams to understand field plays, customer journeys, and priority actions.
• Translate strategy into business rules, triggers, eligibility logic, and prioritization frameworks that adapt recommendations based on context, performance signals, and feedback.
• Incorporate field realities and constraints, including workload, call cadence, access limitations, content availability, channel norms, and timing considerations.
• Partner on Analytics, Models, and AI driven Decisioning Collaborate closely with Business Insights, Data Science, and Technology teams to operationalize predictive and prescriptive model outputs (e.g., propensity, response, next best action) within field suggestion logic.
• Define operational guardrails for AI driven suggestions, including confidence thresholds, frequency caps, suppression rules, cooling periods, and escalation logic.
• Ensure all AI driven recommendations are explainable, interpretable, and appropriate for frontline use, enabling users to understand why a suggestion is surfaced.

Agentic Orchestration, Execution & Closed Loop Learning

• Define field centric, agentic orchestration workflows governing how suggestions are generated, ranked, suppressed, dynamically adapted, and delivered across channels.
• Partner with CRM and Marketing Automation teams to ensure reliable, low friction execution within field workflows.
• Establish closed loop AI learning mechanisms capturing execution, outcomes, and field feedback to continuously refine agentic logic and recommendation behavior.

Performance Monitoring & Optimization

• Partner with Measurement and Field Analytics teams to monitor: AI driven suggestion issuance and execution rates Dismissal reasons and nonadopting patterns Early indicators of suggestion fatigue, misalignment, or over automation

Compliance, Governance & Risk Management

• Ensure all field and CRM suggestions operate fully within BMS Legal, Medical, Regulatory, and Compliance standards for pharmaceutical promotion.
• Partner with Compliance, Legal, and Medical Review teams to define approval pathways and maintain documentation for AI driven recommendation logic, rules, and guardrails.
• Maintain formal change control processes to support audits, inspections, and updates driven by labeling, policy, or regulatory changes.

Qualifications:

• Bachelor’s degree in Business, Analytics, Technology, Health Sciences, or a related field (Master’s preferred).
• Minimum 5 years of experience in the pharmaceutical or life sciences industry, with exposure to field operations, CRM, omnichannel strategy, or analytics.
• Strong understanding of field execution models and how insights translate into frontline behavior.
• Experience translating strategy or analytics into practical, compliant, AI enabled field recommendations.
• Familiarity with Salesforce, Veeva CRM/Engage, and marketing automation platforms.
• Exposure to AI enabled recommendations, analytics driven engagement, or experimentation frameworks.
• Experience partnering with data science and engineering teams supporting AI and agentic decisioning.
• Knowledge of US pharmaceutical promotional compliance requirements.
• Ability to operate effectively in matrixed, cross functional environments.
• Strong communication skills, with the ability to explain recommendation logic clearly to nontechnical audiences.
• Experience working with agentic or AI driven / omnichannel orchestration engines. (preferred)

#CASA

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Compensation Overview:

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
 

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.