Director, Omnichannel Engine Business Product Owner
Working with Us
Challenging. Meaningful. Life-changing. Those aren’t words that are usually associated with a job. But working at Bristol Myers Squibb is anything but usual. Here, uniquely interesting work happens every day, in every department. From optimizing a production line to the latest breakthroughs in cell therapy, this is work that transforms the lives of patients, and the careers of those who do it. You’ll get the chance to grow and thrive through opportunities uncommon in scale and scope, alongside high-achieving teams. Take your career farther than you thought possible.
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. Read more: careers.bms.com/working-with-us.
Summary:
The Director, Omnichannel Engine Business Product Owner is responsible for owning Bristol Myers Squibb’s omnichannel orchestration and “next best engagement” engine as a business product. This role defines and executes the product roadmap for the decisioning and automation capabilities that determine which actions, messages, and channels to deploy for each customer and when.
The Director will translate brand and Therapeutic Area strategies into the data, rules, and algorithms that power scalable, N=1 engagement across Oncology, Cardiovascular, Neurology, and HIV portfolios. They will partner closely with the CRM/Marketing Automation and Taxonomy & Tagging teams, as well as Business Insights and Technology, to ensure the engine is fully integrated and supports closed-loop measurement.
The Director will guide the design, testing, and optimization of models, rules, and workflows, including pilots of advanced analytics and agentic capabilities. They will work with Marketing, Sales, Medical, and Market Access teams to embed the engine into day-to-day ways of working and drive adoption. The Director will lead a small team and vendor partners focused on engine operations, configuration, and optimization. This role is a critical connector between strategy, data science, technology, and front-line execution, ensuring Bristol Myers Squibb’s omnichannel engagements are coordinated, relevant, and continuously improving.
Responsibilities:
Own Omnichannel Engine Product Strategy and Roadmap
- Define the product vision and roadmap for the omnichannel orchestration / next-best-engagement engine and related decisioning capabilities.
- Align engine strategy with Commercialization goals, Therapeutic Area launch plans, and the broader omnichannel capability roadmap led by the Executive Director.
- Continuously update the roadmap based on business needs, model performance, and emerging capabilities in analytics and AI.
Translate Brand & Therapeutic Area Strategies into Engine Logic
- Work with brand and Therapeutic Area teams to understand customer journeys, strategies, and priority actions.
- Translate strategies into business rules, triggers, eligibility logic, and prioritization frameworks within the engine.
- Ensure orchestration logic reflects field, digital, patient, and access channel nuances.
Partner with Business Insights and technology on Models and Algorithms
- Collaborate with Business Insights and Technology teams to develop, deploy, and refine predictive and prescriptive models (e.g., propensity, response, next-best-action).
- Define the operational requirements for models to run within the engine (inputs, refresh cadence, thresholds, guardrails).
- Help interpret model outputs and ensure they are translated into actionable, understandable recommendations for end users.
Design and Optimize Orchestration & Automation Workflows
- Define and maintain standard orchestration workflows that determine how recommendations are generated, prioritized, and delivered to channels.
- Partner with CRM and Marketing Automation teams to ensure recommendations are seamlessly executed across relevant systems.
- Implement and manage A/B tests, champion–challenger approaches, and other experiments to improve engine logic and outcomes.
Build and Maintain Closed-Loop Measurement
- Define closed-loop processes linking recommendations, actions taken, and customer responses back into the engine.
- Partner with Business Insights and Technology teams to design dashboards, metrics, and diagnostics for engine performance (e.g., adoption, recommendation quality, lift vs. control).
- Use insights to refine business rules, model configurations, and orchestration workflows.
Ensure Integration with Data, Platforms & Taxonomy Standards
- Work with Business Insights and Technology, and the Taxonomy & Tagging COE to ensure the engine has access to the right structured data, tags, and identifiers.
- Support integration of the engine with CRM, marketing automation, content systems, and analytics platforms via APIs and data pipelines.
- Advocate for data quality, timeliness, and standardization as foundational requirements for engine performance.
Drive Adoption, Change Management & Ways of Working
- Partner with Sales, Marketing, Medical, Market Access, and Business Insights and Technology teams to embed engine recommendations into daily operating rhythms (e.g., call planning, digital campaign planning).
- Develop training materials, playbooks, and communication plans to help users understand, trust, and act on recommendations.
- Facilitate user feedback loops to identify adoption barriers and inform future enhancements.
Manage Risk, Governance & Compliance
- Ensure that business rules and model-driven recommendations operate within compliance, legal, and regulatory guardrails for pharmaceutical promotion.
- Maintain documentation and approvals for key rules, logic changes, and model deployments.
- Coordinate with Compliance, Legal, and Medical to update logic when policies, labels, or regulations change.
Lead Team, Vendors & Budget Within Scope
- Manage and develop a team (and/or matrixed resources) responsible for engine configuration, testing, and optimization.
- Oversee vendor and partner relationships related to orchestration and decisioning capabilities.
- Contribute to budget planning for engine-related licenses, services, and innovation initiatives, and manage spend within agreed parameters.
Support Enterprise Omnichannel Capability Evolution
- Collaborate closely with the Executive Director, Omnichannel Capability and peer Directors (CRM & Marketing Automation; Taxonomy & Tagging COE) to ensure a cohesive omnichannel operating model.
- Provide input into enterprise omnichannel maturity assessments and roadmap discussions.
- Share best practices and learnings across TAs and markets to continually raise capability standards.
Qualifications:
- BA/BS undergraduate degree, preferably in Business, Technology, Analytics or Health Sciences is required. A master’s degree or equivalent experience is preferred.
- Minimum 8+ years in life sciences or pharmaceutical industry, with exposure to commercial operations, analytics, or digital transformation; at least 3 years focused on omnichannel strategy, orchestration, or capability enablement
- Proven expertise with omnichannel platforms and tools (e.g., Salesforce Marketing Cloud, Veeva CRM/Engage, Adobe Experience Cloud, etc.)
- Strong technical skills in data modeling, analytics, and API integration for commercial platforms
- Exceptional knowledge of commercial data domains, including Customer 360, Incentive Compensation, Claims/Payer, Omnichannel Engagement, and enterprise data assets as well as proficiency in leveraging syndicated/secondary datasets from leading vendors (IQVIA, Symphony Health, Veeva, Definitive Healthcare, AHA, AMA, Specialty Pharmacy, etc.)
- Hands-on experience with predictive modeling, and AI/ML deployment in marketing contexts
- Strong understanding of AI-driven marketing applications, including next-best-action orchestration and emerging agentic frameworks
- Experience leading cross-functional teams, tool/platform experts, and vendors
- Strong communication, training, and stakeholder engagement capabilities to drive adoption of and best practices
- Familiarity working within legal, regulatory, and privacy frameworks impacting pharmaceutical commercialization in the U.S.
Key competencies desired:
Omnichannel Orchestration & Decisioning Expertise
- Strong understanding of omnichannel strategies and how orchestration / NBA engines drive customer engagement.
- Experience designing or operating rules-based and model-driven decisioning systems in a commercial setting (ideally within the pharmaceutical or life sciences industry).
Product Ownership & Platform Mindset
- Comfortable owning an engine as a product with a defined vision, roadmap, and backlog.
- Skilled at making trade-offs between complexity, value, and time-to-market.
Data, Modeling & Analytics Fluency
- Solid grasp of predictive and prescriptive analytics concepts (propensity models, response models, recommendation systems) and new agentic concepts.
- Able to partner effectively with data scientists and analysts and translate between business questions and technical approaches.
Business Rules & Segmentation Logic
- Strong ability to define and govern business rules, segmentation, and prioritization logic that align with brand strategies and compliance requirements.
- Comfortable managing change-control processes for rules and logic updates.
Cross-Functional Collaboration & Influence
- Demonstrated ability to work with Marketing, Sales, Medical, Market Access, Business Insights and Technology, and Compliance stakeholders.
- Strong communication skills, with the ability to explain complex engine behavior and trade-offs in clear, business-relevant language.
Analytical & Results Orientation
- Uses data to evaluate engine performance, adoption, and incremental impact.
- Embraces test-and-learn approaches and iterative optimization.
Change Management & User Enablement
- Experience embedding new tools or capabilities into sales/marketing workflows.
- Skilled in training, stakeholder engagement, and driving behavioral change.
People & Vendor Leadership
- Experience leading small teams and/or matrixed resources in technical or analytics-heavy environments.
- Comfortable managing vendors and ensuring delivery quality against SLAs.
If you come across a role that intrigues you but doesn’t perfectly line up with your resume, we encourage you to apply anyway. You could be one step away from work that will transform your life and career.
Compensation Overview:
The starting compensation range(s) for this role are listed above for a full-time employee (FTE) basis. Additional incentive cash and stock opportunities (based on eligibility) may be available. The starting pay rate takes into account characteristics of the job, such as required skills, where the job is performed, the employee’s work schedule, job-related knowledge, and experience. Final, individual compensation will be decided based on demonstrated experience.
Eligibility for specific benefits listed on our careers site may vary based on the job and location. For more on benefits, please visit https://careers.bms.com/life-at-bms/.
Benefit offerings are subject to the terms and conditions of the applicable plans then in effect and may include the following: Medical, pharmacy, dental and vision care. Wellbeing support such as the BMS Living Life Better program and employee assistance programs (EAP). Financial well-being resources and a 401(K). Financial protection benefits such as short- and long-term disability, life insurance, supplemental health insurance, business travel protection and survivor support. Work-life programs include paid national holidays and optional holidays, Global Shutdown Days between Christmas and New Year’s holiday, up to 120 hours of paid vacation, up to two (2) paid days to volunteer, sick time off, and summer hours flexibility. Parental, caregiver, bereavement, and military leave. Family care services such as adoption and surrogacy reimbursement, fertility/infertility benefits, support for traveling mothers, and child, elder and pet care resources. Other perks like tuition reimbursement and a recognition program.
Uniquely Interesting Work, Life-changing Careers
With a single vision as inspiring as “Transforming patients’ lives through science™ ”, every BMS employee plays an integral role in work that goes far beyond ordinary. Each of us is empowered to apply our individual talents and unique perspectives in a supportive culture, promoting global participation in clinical trials, while our shared values of passion, innovation, urgency, accountability, inclusion and integrity bring out the highest potential of each of our colleagues.
On-site Protocol
BMS has an occupancy structure that determines where an employee is required to conduct their work. This structure includes site-essential, site-by-design, field-based and remote-by-design jobs. The occupancy type that you are assigned is determined by the nature and responsibilities of your role:
Site-essential roles require 100% of shifts onsite at your assigned facility. Site-by-design roles may be eligible for a hybrid work model with at least 50% onsite at your assigned facility. For these roles, onsite presence is considered an essential job function and is critical to collaboration, innovation, productivity, and a positive Company culture. For field-based and remote-by-design roles the ability to physically travel to visit customers, patients or business partners and to attend meetings on behalf of BMS as directed is an essential job function.
Supporting People with Disabilities
BMS is dedicated to ensuring that people with disabilities can excel through a transparent recruitment process, reasonable workplace accommodations/adjustments and ongoing support in their roles. Applicants can request a reasonable workplace accommodation/adjustment prior to accepting a job offer. If you require reasonable accommodations/adjustments in completing this application, or in any part of the recruitment process, direct your inquiries to adastaffingsupport@bms.com. Visit careers.bms.com/eeo-accessibility to access our complete Equal Employment Opportunity statement.
Candidate Rights
BMS will consider for employment qualified applicants with arrest and conviction records, pursuant to applicable laws in your area.
If you live in or expect to work from Los Angeles County if hired for this position, please visit this page for important additional information: https://careers.bms.com/california-residents/
Data Protection
We will never request payments, financial information, or social security numbers during our application or recruitment process. Learn more about protecting yourself at https://careers.bms.com/fraud-protection.
Any data processed in connection with role applications will be treated in accordance with applicable data privacy policies and regulations.
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