Position Summary

As the Director, Global Operations Transformation in People Services, you will play a key strategic role in driving the development and execution of HR operations delivery to the organization. You will lead a global, high-performing team responsible for delivering a seamless and efficient HR experience to employees and managers. Your leadership will ensure the alignment of HR operational execution with BMS’ strategic goals, driving operational excellence and fostering a customer-centric approach to HR service delivery.

This role requires a dynamic leader with expertise in HR operational rigor, customer empathy, process improvement, and demonstrable eagerness to embrace new technologies such as chatbots, agent assist, and AI platforms.

Key Responsibilities

• Execute a multi-year vision for global customer support operations that aligns with BMS’s strategic goals and customer success metrics.
• Champion a transformation agenda that uses automation, AI, and data to improve resolution times, self-service adoption, and overall customer satisfaction.
• Foster a culture of innovation by digital thinking, and rapid experimentation into support operations.
• Translate strategy into action through clear, data-informed roadmaps and KPIs that drive both efficiency and exceptional customer experience.
• Lead, mentor, and develop a high-performing team within People Services, fostering a culture of excellence, accountability, and continuous learning.
• Support the professional development of team members, providing training, resources, and career development opportunities.

Initial Transformation Deliverables:

• Adoption of improved case management practices across the entirety of People Services Operations and in cooperation with peer teams across the People Organization
• Identify and implement operational efficiencies achieved by AI adoption
• With People Services colleagues, geo-location transition of operational activities in line with team transition proposals.
• Refined key performance indicators (KPIs) and service level agreements (SLAs) to measure People Services operations performance and drive continuous improvement.

Qualifications & Experience

• Bachelor’s degree or equivalent
• 5-7 years of experience in HR shared services including at least 3 years  in a management role for workforce data management, benefits, or payroll teams
• Demonstrable experience applying operations transformation leveraging digital solutions, AI, etc.
• Strong background in leading HR transformation projects, process improvements, and the integration of HR technologies.
• Deep knowledge of Customer Service management principles
• Expertise in HR technology solutions, including HRIS, case management tools, and self-service platforms.
• Analytical mindset with the ability to use data to drive decision-making and continuous improvement.
• Strong interpersonal and communication skills to successfully manage client expectations and work/operate well with various personalities/capabilities in cross-functional teams, matrix environment.
• Ability to use business judgment when assessing requirements and performance in order to identify the right solution to meet business needs

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.

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.

0Work-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.