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

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.

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.