Director, Customer Experience, Patient Access Liaison - Neuroscience Commercialization

Bristol Myers Squibb

Director overseeing Customer Experience and Patient Access Liaison for Neuroscience team at Bristol Myers Squibb. Providing strategic leadership to improve healthcare navigation for patients.

Posted 7/13/2026full-timeRemote • 🇺🇸 United StatesLead💰 $198,130 - $240,083 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing field teams and developing strategic plans while fostering a high-performance culture. Proven ability to influence stakeholders and collaborate across functions to enhance customer experience and operational effectiveness.

Highest-signal resume keywords

Field Team LeadershipStrategic Planning DevelopmentCustomer Relationship ManagementStakeholder InfluencePerformance Data Synthesis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience ManagementPatient Access Support ServicesReimbursement ManagementMarket Trend AnalysisSupplier Management

Soft Skills

Excellent CommunicationCollaboration SkillsMotivational Leadership

Certifications & Qualifications

Bachelor’s DegreeAdvanced Degree Preferred

Industry Keywords

Third-Party Outsourced Field OrganizationRules of EngagementWays of WorkKey Opinion LeadersQuarterly Business Reviews

About the role

Key responsibilities & impact

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
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
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
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
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

Requirements

What you’ll need

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

Benefits

Comp & perks

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.