Bristol-Myers Squibb Company

Associate Director, Medical Digital Engagement

Location
Princeton, NJ, US
Posted
May 08, 2018
Ref
R1506353
Required Education
Bachelors Degree
Position Type
Full time
POSITION TITLE: Associate Director, Medical Digital Engagement

DEPARTMENT: Worldwide Medical Customer Engagement, Medical Capabilities

LOCATION: Lawrence Township, New Jersey

REPORTS TO: Head, Medical Customer Engagement

Position Description:

What you'll be doing...

The Medical Customer Engagement team is paving the way towards an industry leading customer centric strategy focused on rapidly evolving our business for a digital-first future. We are seeking strategic thinkers, thought leaders, and highly motivated innovators around our customer's needs, drive business objectives and maximize technology capabilities towards defining the path in the digital age. Our capability is uniquely positioned to impact the end-to-end medical customer journey, and we are looking for candidates who are laser focused on disrupting the status quo and delivering seamless, meaningful experiences for healthcare providers and patients worldwide.

This vital role will lead Medical Digital Engagement within the Medical organization. The primary responsibility of this role is to lead our evolution and engagement strategy to drive adoption of self-service capabilities and digitally enable the customer care experience. This role will work in close partnership with the Multi-Channel Hub (i.e. Commercial), Field Medical, Market Capabilities, Publications/Content and Medical IT; worldwide teams to drive the medical digital engagement strategy across all key stakeholder organizations.

Key Responsibilities:
  • Drive Medical Digital engagement strategy and execution across the customer ecosystem focused on .com, app and Artificial Intelligence integration (i.e. Natural Language Processing, Chatbot, Machine Learning, Process Automation and Semantic Search)
  • Digital strategy alignment with key stakeholder teams across the enterprise to integrate into the end-to-end customer engagement strategy
  • Manage concurrent projects in a fast-paced, results-driven environment with equal enthusiasm for high-level strategic planning and tactical daily execution
  • Partner with centralized analytics team to develop and implement digital engagement measures and key levers to drive adoption and experience shift to Digital
  • Manage engagement performance related to medical digital customer adoption and call volume reduction
  • Partner across teams to reactivity deliver medical communications (email, SMS, etc.) and support face-to-face engagement (i.e. Field Medical, Congress)
  • Support build of optimization practice to understand Voice of Customer data and overall business objectives to identify opportunities for experience enhancements
  • Lead strategic planning of medical digital roadmap and end-to-end experience of digital engagement programs
  • Lead matrix team of managers to identify opportunities for improving digital experience and product launch activities


  • Strong self-initiative and persistence, ability to deal with a high degree of ambiguity and drive clarity in key areas


  • Demonstrated ability to influence across organizations, and achieve cross functional departmental change within different departments


  • Multi-functional experience - business intelligence, program management, operations, medical affairs, and strategy


Preferred qualifications:
  • 6+ years of relevant leadership experience
  • BA in Business/Marketing or BS in Computer Engineering/Science or equivalent experience - MBA preferred.
  • Extensive background in digital, customer service and operations including experience in developing digital strategy and executing on that strategy
  • Ability to develop technology and process strategies, roadmaps and deliver results of strategic plans across both functions
  • Extensive experience in the development of multi-year business plans and ROI analysis
  • Highly effective verbal and written communication in both large and small settings
  • Background in both Business and Technology process optimization and strategic planning
  • Experience with agile development and workflow with proven program/project management skillset
  • Familiarity with User Experience

    We're creating innovative medicines for patients fighting serious diseases. We're also nurturing our own diverse team with inspiring work and challenging career options. No matter the role, each one of us makes a contribution. And that makes all the difference.

    Bristol-Myers Squibb is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.