Associate Director, US Medical Information & Global Escalations, CEC 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.
Position Summary The Customer Engagement team aims to strategically design, develop, and evolve industry-leading Customer Engagement and Medical Information call center capabilities while optimizing the customer experience. This role will be responsible for providing strategic and operational oversight for and execution of Medical Information Contact Center Strategy. Responsibilities include processes, standards, systems and services including managing the relationship with the Contact Center Partners covering US Medical Information, Global Escalations, WW SRD and Variant Content.
Key Responsibilities Execute strategy for US customer engagement: Medical Information, Global Escalations, and Variant Content maintenance, and SRD management in alignment with WW Medical Excellence goals and objectives. Actively engage with all key matrix functions at a Worldwide (WW)/Market level, e.g. WW Customer Engagement Center Leads, WW Medical/Med Comms, WW Field Medical & Medical Effectiveness Leads, Commercial Business Units, Safety, Quality and Business Solutions in order to: Provide an MI request service for managing complex questions in a timely and efficient manner. Support the delivery of MI to HCPs and patients to meet Market and Regulatory needs. Provide MI guidance and support for local or WW congress booths as required. Relationship lead with all key matrix functions at a US Commercial level in order to: Provide a customer information service for managing complex customer interactions in a timely and efficient manner. Execute Customer Engagement Center activities, such as: Oversight of Supplier Day to Day operations. MI partner training. Innovative approach towards service evolution while adhering to budgets and timelines. Establishment, Maintenance and Adherence to processes and procedures ensuring operational effectiveness. Delivery of performance reports and insights to stakeholders. Inspection readiness and audit participation. Telephony design. Monitor performance of MI partner against agreed procedures and quality metrics to ensure compliance. Identify continuous improvement opportunities and lead process improvement plans. Oversight of team as it relates to: Training Plans for existing and launch products and programs. Quality oversight. Content maintenance and creation to address needs. Escalation support. WW SRD & variant creation, maintenance & update. Systems and solutions. Budget & Operational deliverables. Qualifications & Experience Advanced scientific degree (PharmD, etc.). 5 years of experience in Medical Information, Contact Center, or related field with working knowledge of MI principles and regulations. Leadership skills; Prior Experience managing a diverse team and/or externalized supplier. Excellence in communication; Ability to establish strong cross functional matrix relationships. Ability to critically analyze performance against quality measures, metrics, and process. Strong innovation, decision making and problem-solving skills.
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