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Job Details

Bristol Myers Squibb

Associate Director, US ZEPOSIA® Customer Experience and Asset Communication (R1556358-en-us)

Customer Service

Customer Service



Summit, New Jersey, United States

At Bristol Myers Squibb, we are inspired by a single vision – transforming patients’ lives through science. In oncology, hematology, immunology and cardiovascular disease – and one of the most diverse and promising pipelines in the industry – each of our passionate colleagues contribute to innovations that drive meaningful change. We bring a human touch to every treatment we pioneer. Join us and make a difference.


This role is responsible for driving efforts to optimize customer experience across the US ZEPOSIA® Brand, including for both multiple sclerosis and ulcerative colitis. This position will play a central role in driving a seamless patient and prescriber end-to-end journey, leveraging insights from primary and secondary sources, internal expertise, and on-going customer experiences. This role will drive the evolution of the customer model with a focus on our culture, the way we deliver value to our customers. This position reports to Director, US Strategy and Operations Lead, ZEPOSIA®.


  • Support US Brand, across multiple sclerosis and ulcerative colitis, by supporting implementation of a seamless end-to-end customer experience, identifying pain points that would result in increased customer satisfaction and improved adherence, helping drive a differentiated offering in a crowded market

  • Play a key role in participating in informing primary research, ad boards, etc. where Brand customer experience is tightly integrated

  • Work with matrix partners to drive analytics of secondary datasets to understand patient journey within a specific indication, help drive KPIs for the brand

  • Work with Patient Services and SP Trade partners to help optimize existing patient journey across indications to achieve best in class customer experience as compared to industry standards

  • Serve as the critical bridge between the field teams including but not limited to sales, FRMs, RMKs through a customer lens ensuring consistency in expectations and messaging across all channels of customer communication.

  • Assist with strategic and functional planning cycle, identifying and driving common initiatives across functions to address emerging business trends.

  • Participate on multi-disciplinary teams to help develop qualitative and quantitative methods that will ensure customer experience is at front and center of launch and post-launch interactions

  • Work with existing and new vendors to develop innovative approaches that will help drive customer engagement across indications through digital and other channels

  • Drive matrix discussions to share best practices from internal and external data and primary insights to continually challenge and enhance existing journeys

  • Ensure consistency of story and messaging across indications, therapeutic areas and customers where appropriate. Monitor activities and events across indications / therapeutic areas and proactively plan for and execute appropriate messaging / communications.


  • Bachelor’s degree required, MBA or advanced degree preferred

  • 5-7 years industry (pharmaceutical/biotech or related agency) experience in brand marketing or related function

  • Demonstrated success in commercial roles. Ability to work effectively across all levels of matrix organization
    Demonstrated ability to successfully navigate internal review processes Immunology / Ulcerative Colitis (US) / Multiple Sclerosis (MS) market experience preferred Operationalization experience preferred

  • Strong knowledge and experience with secondary data analytics and primary research insights required

  • Excellent written and oral communication skills required

  • MS Powerpoint and Excel proficient

Around the world, we are passionate about making an impact on the lives of patients with serious diseases. Empowered to apply our individual talents and diverse perspectives in an inclusive culture, our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.

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.

Physical presence at the BMS worksite or physical presence in the field is an essential job function of this role which the Company deems critical to collaboration, innovation, productivity, employee well-being and engagement, and enhances the Company culture.

To protect the safety of our workforce, customers, patients and communities, the policy of the Company requires all employees and workers in the U.S. and Puerto Rico to be fully vaccinated against COVID-19, unless they have received an exception based on an approved request for a medical or religious reasonable accommodation. Therefore, all BMS applicants seeking a role located in the U.S. and Puerto Rico must confirm that they have already received or are willing to receive the full COVID-19 vaccination by their start date as a qualification of the role and condition of employment. This requirement is subject to state and local law restrictions and may not be applicable to employees working in certain jurisdictions such as Montana. This requirement is also subject to discussions with collective bargaining representatives in the U.S.

Our company is committed to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace adjustments and ongoing support in their roles. Applicants can request an approval of accommodation prior to accepting a job offer. If you require reasonable accommodation in completing this application or if you are applying to a role based in the U.S. or Puerto Rico and you believe that you are unable to receive a COVID-19 vaccine due to a medical condition or sincerely held religious belief, during or any part of the recruitment process, please direct your inquiries to Visit to access our complete Equal Employment Opportunity statement.

Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.