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Job Details


Bristol Myers Squibb

Manager, Cell Therapy 360 Site Account Team

Technology

Development Manager

No

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.

Cell Therapy is one of the most groundbreaking new forms of cancer treatments being studied today. With therapies only in their infancy and BMS’s continued investment in our Cell Therapy capabilities, the growth potential of this science, your career, and the ability to help patients are incredible.

This position has primary responsibility of supervising a high-functioning team of Cell Therapy 360 Specialists, who are the main point of contact for patient scheduling of autologous immunotherapy products. The specialists will be assigned several territories and must maintain strong relationships with other partners across the Cell Therapy Franchise to ensure best-in-class customer service is delivered to our BMS certified treatment centers across those assigned territories.

Experience:

  • 4+ years related experience in call center environment preferred
  • 2+ years case management, patient services/navigator, or account management experience in a pharma / biotech or health services environment preferred
  • 2+ years of managing teams required

Responsibilities:

  • Supervise a team of 5-6 people to deliver best-in-class customer service to BMS certified treatment centers within your assigned territories
  • Manage the Account Specialists to ensure all team members are well trained, meet KPIs and metrics, and deliver a positive end to end customer experience to our internal and external customers
  • Review and approve time sheets and time off requests from Specialists
  • Audit phone calls and emails to ensure answers meet performance expectations
  • Support the creation of Customers Service strategies, execution plans, and measurement methods
  • Manage deviations and CAPAs and ensure they are closed in a timely manner
  • Own and execute change control actions in a timely manner
  • Resolve commercial escalations alongside with other BMS teams
  • Review internal and external training content related to the Account Management team to ensure materials are accurate and well structured
  • Manage activities and project milestones to implement changes and improvements
  • Track trends overtime and create solutions to resolve business problems, with customers in mind as an end goal
  • Author and implement procedures and work instructions related to departmental functions
  • Comply with applicable SOP’s and FDA regulations to maintain data integrity

Knowledge, Skills, and Abilities

  • Experience working in a regulated environment (cGMP/FDA)
  • Must be skilled in planning and organizing, conflict management, decision-making, building relationships, innovation management, and resource allocation
  • Excellent leadership, communication, and presentation skills
  • Ability to make decisions in a fast-paced, high-volume environment
  • Highly self-motivated individual, with demonstrated ability to work independently
  • Flexibility in responding to change or business needs

Education:

Bachelor’s Degree

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 adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility 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.