Director, Customer Experience, Patient Access Liaison - Neuroscience Commercialization

This is a fully remote position, open to applicants in United States.

📋 Description

• Establish strategic priorities for the field team, which is a third-party outsourced field organization.

• Inspire and motivate the team to achieve optimal performance.

• Clearly communicate and enforce the Rules of Engagement (ROE) and Ways of Work (WOW) among all team members.

• Monitor team performance and recommend or implement enhancements based on insights gained.

• Foster a culture of high performance and continuous learning within the organization.

• Collaborate with leadership at our third-party contracted partner organization to ensure consistent messaging and leadership approach for the team.

• Cultivate and maintain key customer relationships, including KOLs, Executives, treatment team members, and office staff.

• Extract insights from external engagements that can be translated into internal action.

• Represent the Customer Experience business function in customer interactions and at industry events.

• Challenge existing practices and evolve the current model for maximum efficacy while addressing unmet educational needs.

• Evaluate and assess the go-to-market PAL model for future indications.

• Build the necessary infrastructure and model to support future indications.

• Represent the PAL team in critical leadership reviews.

• Collaborate with the Customer Experience Team, including Strategy & Operations, to prepare for and conduct Quarterly Business Reviews.

• Act as the decision-maker for resource allocation for the PAL field team.

• Work alongside internal partners to ensure effective training and resource utilization.

• Consistently engage with key internal partners (Customer Experience, Brand, Market Access) to ensure a collaborative and prioritized approach to field execution aligned with the most critical business priorities.

⛳️ Requirements

• A Bachelor’s degree in a relevant field is required; an advanced degree is preferred.

• A 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 is preferred.

• Proven ability to lead a field team effectively.

• Strong capability to develop and implement strategic plans.

• Excellent communication and collaboration skills are essential.

• Ability to synthesize field insights, performance data, and market trends into actionable strategic recommendations.

• Demonstrated success in managing complex expectations and requirements.

• Proven ability to influence senior stakeholders and align cross-functional teams without direct authority.

• Experience in supplier management is preferred.

🏝️ Benefits

• 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 for 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); for 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 Year's Day. All global employees, full and part-time, who are actively employed and compensated directly by BMS at the end of the calendar year are eligible for the Global Shutdown. *Eligibility Disclosure: The summer hours program is available 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 capability centers. Employees in remote-by-design or lab-based roles may be eligible for summer hours, depending on their work's nature, and should discuss eligibility with their manager. Employees covered under a collective bargaining agreement should refer to that document to determine eligibility. Contractors, leased workers, and other service providers are not eligible to participate in the program.